Job
Description
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? Deliver a new user experience to our servicing specialists along with a modernized fraud case management system, new lean case management, new inventory management platform, along with flexible business rules and workflow engine Lead the long-term strategic direction, prioritization, user experience design concepts and templates, business architecture creation, backlog, etc. Define new product capabilities and features, and enabler/non-functional needs Use the Agile SAFe framework and Business Enterprise Agility strategic patterns and approach and be an authority of cultural change across the organization Work with central and local market cross-functional teams to ensure designs meet market needs and adhere to local regulatory, compliance and risk requirements Develop global capabilities and features that can be deployed locally Automate existing processes in new platforms and capabilities, challenging status quo and building in flexibility Launch and lead the product upon release to Specialists, Customer Care Representatives, and Customers including training, documentation, organizational change, defect management Acquire voice of the customer, user research and other feedback loops, to iterate and drive improvements continuously Maintain pulse on external developments and internal product developments to assess implications for our products Minimum Qualifications: Truly customer centric: empathy, experience of Design Thinking and Systems Thinking concepts and tools a bonus Deep knowledge of product/tech development frameworks used: Agile, Agile SAFe, Scrum, , DevOps, OKRs, etc. Effective at providing options that demonstrate value, indicate trade-offs for effective decisioning across impacted teams Enthusiasm and passion for great products and services and the ability to articulate product vision to leaders and team Knowledge of Global Servicing Group, Credit & Fraud Risk, or at the least Servicing Portals and Case Management Understanding of American Express technology and product development Servant leader qualities, who can build follow-ship, mentor, empower and remove barriers for their colleagues Believes in and knows how to create a culture where colleagues deliver safer, faster, better products and are happier doing so Naturally curious and with an appetite for know how things work and solve problems Able to negotiate with collaborators and partners to remove obstacles Highly organized, taking individual initiative and accountability for getting results Passion for products, user experience design and technology Excellent interpersonal skills with ability to engage, influence and inspire partners to drive collaboration and alignment Ability to tell a story and deliver difficult messages to senior partners Strong leader with vision who is truly inspired to deliver transformational, sustainable solutions that will deliver value to Amex for years to come We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
