Senior Associate-Digital Product Management

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The Banking Product Development team is responsible for launching and managing internally built as well as partner sourced digital products and services that support American Express’ banking products. We play a central role in identifying customer needs, building unique experiences, and leading teams across the company to launch products.

As part of that team, the Senior Associate Digital Product Management for Servicing Capabilities will play a key role driving the end-to-end functionality, user experience, and roadmap for the tools and platforms our Customer Care teams rely on to provide best-in-class service to our Checking and Savings customers.  You will collaborate with internal and external stakeholders, acting as a single point of contact for product development.  You will be a key player in the planning and execution of large scale servicing platform migrations, developing the next generation of servicing tools with an intuitive and powerful user experience for our front and back office Customer Care teams.  You'll have direct access to our end users and the opportunity to see your work in use and hear feedback from our colleagues who use it.

How will you make an impact in this role? 

In this role, you will:

• Partner with Product Management and Operations partners and the Global Servicing Group to define the servicing roadmap for front and back-office capabilities.
• Coordinate with key stakeholders including GCO, Compliance, Privacy, and Risk teams to incorporate essential requirements.
• Collaborate with product teams to ensure feature prioritization aligns with broader product and organizational goals 
• Ensure requirements are clearly documented and vetted by relevant stakeholders according to Banking Product Development team best practices
• Author Capabilities, Features, and User Stories in Jira, ensuring that all requirements and acceptance criteria are clearly documented and organized
• Assist with User Acceptance Testing, including
  
  • Ensuring platform teams needed for test support are engaged
  • Leading calls with platform teams to diagnose defects and identify and document root causes
  • Meeting regularly with test execution leads to understand overall progress
  • Communicating overall testing status to stakeholders via daily and weekly status reports
  • Approving test cases and results
• Lead post-implementation testing, ensuring all necessary test cases are successfully executed and results documented
• Mitigate project risks and manage resourcing needs; resolve impediments through escalation as needed
• Collaborate with Product Management partners to assist the Global Servicing Group with detailed servicing procedures and customer representative training assets 
• Serve as the single point of contact for the Global Servicing Group and Servicing platform teams 
• Leverage feedback from customers and servicing representatives to iterate and drive product and process improvements 

Minimum Qualifications:

• 1+ years of experience in Agile Product Development 
• Enthusiasm for exceptional products and services, and excellence in your work.
• Ability to empathize with the customer service representatives who rely on the digital tools we provide as well as Amex’s customers who use our products and may interact with our servicing teams.
• Excellent communication skills across globally distributed teams, with the ability to engage, influence, and inspire partners to drive collaboration and alignment
• Ability to articulate existing product functionality and requirements for new enhancements. You are known as a businessperson who can speak both tech and business languages.
• Curiosity and hunger to know how things work, and the ability to use that knowledge to make connections and find opportunities for continuous improvement
• Deep understanding of technology and product development processes
• An entrepreneurial mindset and a bias toward action
• Highly organized, taking individual initiative and accountability for getting results
• Strong project management skills 
• Bachelor’s degree

Preferred Qualifications: 

• Experience with Banking functions and product development
• Experience with Servicing-specific capabilities and product development
• Experience working with external partners

Salary Range: $60,000.00 to $110,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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