Vice President, Customer Experience Product Transformation

The Vice President, Customer Experience Product Transformation owns the enterprise voice, chat, email customer experience capabilities for American Express Servicing, defining the strategy, product roadmap, platform modernization, and operating model that enable AI-powered servicing across voice and digital channels. The role is accountable for scaling AI capabilities globally to improve customer experience, increase digital adoption, reduce servicing demand, and deliver measurable business value.

Working in close partnership with Servicing Innovation and Global Servicing Technology, the VP transforms proven AI capabilities into enterprise products and experiences, leading platform modernization, global deployment, and continuous optimization. This role ensures AI innovation is successfully operationalized at scale while positioning American Express as a leader in AI-enabled customer servicing.

Customer Experience Strategy & Product Management

• Establish the product vision for scaled customer experiences across voice response (IVR), chat, messaging, email, and emerging AI channels.

• Codify and execute the multi-year roadmap for AI-powered customer experience across voice and digital channels.

• Own the product lifecycle for enterprise AI-powered customer experiences, including prioritization, roadmap, release planning, feature adoption, and value realization

• Prioritize investments that improve customer experience while reducing servicing demand and operating costs.

• Partner with business leaders to align self-service priorities with enterprise servicing strategy

Customer Journey & Experience Design

• Own scaled end-to-end self-service customer journey design across voice and digital channels.

• Lead the delivery and orchestration of conversational experiences across customer journeys.

• Establish and align a customer-centric roadmap that continuously improves containment, personalization, and ease of use.

• Ensure experiences are intuitive, consistent, and accessible across servicing channels.

• Drive continuous optimization through experimentation, customer insights, analytics, and AI model improvements.

• Partner with GS Strategy and Operations to maximize digital adoption and self-service utilization.

AI Product Management & Enterprise Deployment

• Partner with the Servicing Innovation team to design, operationalize and scale GenAI capabilities across customer servicing.

• Own the product roadmap for scaled deployment of AI-powered self-service experiences.

• Lead global deployment, adoption, and continuous optimization of AI-powered customer experiences across business units and markets

• Design and evolve the operating model required to sustain AI-powered customer servicing, including governance, support model, release management, platform ownership, and continuous improvement.

Cross-Functional Leadership & Governance

• Partner with senior leaders across: 
  • Servicing Innovation (GenAI strategy, innovation & testing, AI Governance)
  • Global Servicing Technology (Engineering, Architecture, Cloud) 
  • Global Servicing (operations, strategy, support teams) 
  • CCaaS Product Management (Transformation Management Office & Colleague Experiences) 
  • Data & Reporting 
  • GS Strategy
  • Risk, Compliance, and Control Management 
• Lead enterprise governance to manage dependencies across platform, process, and market migrations 

Risk, Compliance & Controls

• Ensure all transformation efforts meet regulatory, privacy, and operational risk requirements 
• Partner closely with control management to embed controls-by-design into new platforms and processes 

Business Performance & Value Realization

• Define and track KPIs, measuring performance against legacy platforms
• Deliver sustained value through continuous optimization post-migration
• Accountable for customer experience outcomes including containment, call/chat deflection, customer satisfaction, digital adoption and operational savings. 

• 15+ years of experience in digital transformation, contact center, or servicing strategy/operations

• Proven leadership of large-scale customer experience or contact center transformation programs

• Experience leading organizations of 50+ people (or indirect global organizations) 
• Experience managing multi-million-dollar transformation portfolios 
• Experience owning executive-level P&L or business outcomes 
• Experience influencing senior executives 

• Experience with AI powered customer experience platforms, for example:

  • CCaaS - Genesys Cloud, Amazon Connect, NICE CXone, Five9

  • Conversational AI – Google GECX, LivePerson, Decagon, Sierra, Kore.ai

• Strong understanding of servicing operations, workforce management, and customer experience

• Demonstrated ability to lead in highly regulated, risk-conscious environments

• Executive presence with ability to influence senior stakeholders across servicing operations and technology

• Proven ability to build and lead high-performing teams and develop leadership talent

Employment eligibility to work with American Express in the U.S is required as the company will not pursue visa sponsorship for these positions