Director - Digital Product Development - Generative AI

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Director of Product Development - Generative Artificial Intelligence

Amex Digital Labs is responsible for catalysing digital innovation at American Express by originating, incubating, and managing emerging products and platforms that can be essential to our customers’ digital lives. We strive to emphasise creativity, customer centricity, and innovation. Focus areas include crafting industry-leading digital payment solutions, using our outstanding membership assets to build digital experiences, and defining new products and services based on emerging technologies and trends.

We are seeking an experienced product leader with strong technical acumen to lead the development of cutting-edge customer experiences that leverage advances in generative AI. This role will be responsible for driving product strategy, guiding the end-to-end customer experience for AI-driven interactions, and ensuring rapid experimentation, deployment and continuous improvement of our AI capabilities. You will manage a small team of product managers, and work closely with cross-functional teams including data scientists, engineers and design teams to deliver high impact, scalable AI solutions that enhance the customer experience. Commitment to continuous learning and development is critical to this role - you will be known as a thought leader across the enterprise and evangelist for AI, and will need to translate complex technical topics to a broad audience. 

Key Responsibilities 

Product Strategy & Leadership:  

• Define and execute the product roadmap for AI customer-facing solutions, balancing long-term vision with immediate business priorities. 
• Collaborate with executive leadership to align AI-driven products with key business goals and customer needs.
• Partner with cross-functional teams and stakeholders to bring innovative AI experiences to life in accordance with enterprise standards.

Customer Experience Development:   

• Design, develop, and optimise multi-modal customer interactions powered by AI across various platforms (web CX & mobile apps, voice assistants, chatbots, etc.).
• Conduct customer research, A/B testing, and engage in detailed data analysis to make informed product decisions that increase customer satisfaction and engagement.

LLM Configuration & Optimisation:   

• Lead the configuration and deployment of Large Language Models (LLMs), ensuring they meet business requirements and provide accurate, high-quality responses.
• Collaborate with data science and engineering teams to define training datasets, evaluate model performance, and implement continuous learning systems.
• Ensure responsible AI use by developing frameworks for ethical, bias-free, and compliant conversational AI models.

Collaboration & Stakeholder Management:   

• Serve as the primary point of contact between product, engineering, and data science teams to ensure seamless execution and delivery of AI solutions.
• Engage with customers and stakeholders to understand needs, gather feedback, and communicate product vision and updates.
• Work closely with third party vendors, startups and external partners to test cutting-edge technologies and make informed build/buy/partner decisions. 

Data-Driven Decision Making:   

• Leverage analytics to monitor product performance and user engagement, driving actionable insights for continuous improvement.
• Use key metrics to assess LLM effectiveness, accuracy, model behaviour, and customer satisfaction, and make data-backed decisions to optimise outcomes. Evaluate automated approaches to testing and model evaluation to streamline accuracy and efficiency. 

Qualifications: 

• Bachelor's degree in Computer Science, Engineering, Business, or a related field. Master’s degree preferred. 
• 7+ years of product management experience - some of this must have been focused on developing products and leading teams within a highly regulated environment.
• Proven track record of leading 0-1 product development, ideally with AI-powered customer facing products that leverage conversational platforms, recommendation engines and/or personalisation techniques.
• Deep understanding of Large Language Models (inc. familiarity with prompt engineering), Natural Language Processing techniques, Machine Learning frameworks and their application.
• Experience directly managing a team of product managers, with demonstrated ability to coach and develop junior colleagues. 
• Experience working with cross-functional teams in an Agile development environment.
• Exceptional technical communication and product management skills.
• A passion for AI, experimentation, and the future of digital customer experiences. 

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.