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.