The Analytics, Investments and Marketing Enablement (AIM) team within Global Commercial Services Marketing (GCSM) powers customer acquisition, engagement, and retention through data, advanced analytics, and AI.
Within AIM, the Customer Experience Optimization (CXO) Personalization – GCS Digital Acquisitions team is focused on building scalable, intelligent personalization for SME customers across acquisition channels—including website and application experiences.
This team sits at the intersection of AI/GenAI, advanced analytics, and digital product, with a mandate to build AI-native personalization capabilities. The team is responsible for shaping how we deliver relevant, context-aware experiences to SBS and Corporate prospects in real time, with a strong focus on building scalable systems and capabilities, not just analyzing outcomes.
How will you make an impact in this role?
In this role, you will focus on executing personalization strategies and developing analytical solutions that improve customer engagement and conversion. You will work closely with cross-functional partners to embed personalization into digital experiences and support the delivery of scalable, data-driven use cases.
CXO Personalization & Digital Experience Design:
- Define and lead personalization strategies across SME acquisition journeys, ensuring alignment with business goals.
- Own end-to-end delivery of personalization use cases—from ideation through deployment and continuous optimization.
- Drive the shift from one-off analyses to scalable, production-grade personalization systems.
AI / GenAI-Driven Decisioning:
- Lead the design and deployment of AI/ML and GenAI-driven decisioning systems (e.g., next-best-action, adaptive journeys).
- Integrate advanced techniques such as LLMs and reinforcement learning into live customer experiences.
- Set direction for AI-native personalization architecture and best practices.
Scalable Data Science & Systems Thinking:
- Architect scalable data science solutions leveraging large, complex datasets (behavioral, clickstream, firmographic).
- Establish reusable frameworks, pipelines, and decisioning systems integrated into modern martech ecosystems.
- Partner with engineering to productionize and scale models in real-time environments.
Problem Solving & Insight Generation:
- Tackle ambiguous, high-impact business problems with structured, hypothesis-driven thinking.
- Synthesize data into clear, actionable insights that inform product and experience design.
- Apply measurement as a supporting tool to validate and refine personalization strategies.
Cross-Functional Leadership & Influence:
- Serve as a key thought partner to marketing, product, and engineering leaders.
- Influence roadmap prioritization and drive alignment across stakeholders.
- Mentor junior team members and elevate analytical and technical standards across the team.
Minimum Qualifications:
• Exceptional analytical and problem-solving skills, with the ability to break down complex, ambiguous problems into structured solutions.
• Demonstrated ability to solve open-ended problems with minimal structure, applying strong first-principles thinking and logical rigor.
• Strong programming experience in Python, SQL, or similar languages.
• 3+ years of hands-on experience with machine learning techniques (e.g., regression, clustering, tree-based models, or similar).
• Experience working with large-scale data and building analytical solutions in a digital or product environment.
• Demonstrated ability to work across cross-functional teams (product, engineering, marketing).
• Strong communication skills with the ability to translate complex ideas into clear, actionable narratives.
Preferred Qualifications:
• Experience in personalization, recommendation systems, or real-time decisioning.
• Master’s degree in a quantitative field (e.g., Engineering, Computer Science, Mathematics, Statistics, Economics).
• Familiarity with digital ecosystems (e.g., web/app analytics, identity resolution, martech stacks, experimentation platforms).
• Exposure to or hands-on experience with GenAI applications (e.g., LLMs, prompt engineering, AI-assisted workflows).
• Experience building or contributing to end-to-end data products or decisioning systems.
• Strong intuition for customer experience design and digital journeys.
• Ability to operate in a fast-paced, build-oriented environment with a focus on impact and scalability.
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.