American Express entered the travel agency business more than 100 years ago and today is one of the world’s largest Travel and Lifestyle Service networks. The Travel & Lifestyle Services (TLS) business provides differentiated value, extraordinary service, and unrivalled expertise to Card Members across 22 markets seeking leisure or business travel, as well as a variety of lifestyle and concierge services.
We are seeking an experienced Senior Product Owner to lead strategic delivery, and ongoing operational performance of mission-critical 24/7 travel servicing experiences across our suite of products. You will help shape the product roadmap, partner closely with engineering and operations, and ensure a high-quality experience for both agents and customers across global markets.
This role is ideal for a product leader who is hands-on with technical concepts, brings travel industry experience, and can confidently operate in an agile environment—balancing discovery, delivery, and production support to keep a high-availability platform running smoothly.
Working closely with Technology partners (including Scrum teams and architecture), and key servicing colleagues, you will define outcomes, write and refine requirements, and guide delivery through planning, execution, release, and post-release validation. You will also partner with support teams to manage incidents and problem management, helping to establish effective operating rhythms, service KPIs, and continuous improvement practices.
You will be empowered to set direction, influence senior stakeholders, and drive measurable outcomes—improving reliability, agent productivity, and customer experience through strong product craft, technical judgement, and disciplined execution.
Responsibilities- Own the delivery of the product strategy, and roadmap for 24/7 servicing experiences across our Products. ensuring alignment to business outcomes and customer/agent needs.
- Partner with stakeholders across servicing, operations, technology, risk/compliance, and analytics to identify opportunities, define success metrics, and prioritize work.
- Translate complex business needs into clear, technically informed requirements (epics, features, user stories) with appropriate acceptance criteria and non-functional requirements (availability, latency, resiliency, security).
- Serve as Product Owner for a Scrum team: manage the backlog, lead refinement, and ensure the team is focused on the highest-value outcomes.
- Lead sprint and program ceremonies in partnership with the Agile Champion and Engineering team (planning, review, retro), removing ambiguity and enabling predictable delivery.
- Drive end-to-end release planning, UAT readiness, go-live activities, and post-release monitoring to ensure smooth deployments and measurable impact.
- Own production support for the product area: triage incidents, coordinate resolution, communicate status, and drive root-cause analysis and problem management.
- Use data and customer/agent feedback to evaluate performance, identify friction points, and prioritize continuous improvements that increase reliability and productivity.
- Manage dependencies across teams and systems, ensuring alignment on architecture, integration points, and delivery timelines.
- Champion strong agile practices and a culture of quality—driving clarity, accountability, and continuous improvement across development and support activities.
- Significant experience in digital product management, including end-to-end ownership from refinement through delivery and lifecycle management.
- Strong technical fluency: ability to collaborate with engineers, understand systems and APIs, and define non-functional requirements for reliability and performance.
- Proven experience acting as Product Owner for a Scrum team (or equivalent), including backlog management, refinement, and sprint planning.
- Demonstrated ability to operate in a production environment, supporting live applications and partnering on incident, problem, and change management.
- Excellent stakeholder management and communication skills, with a track record of influencing across functions and levels.
- Strong prioritization and decision-making skills, able to balance customer value, operational risk, and technical constraints.
- Competent extracting data from multiple sources and using to drive an analytical approach to product management, including defining KPIs and using qualitative and quantitative inputs to solve problems and drive outcomes.
- Comfortable working with ambiguity and leading through change in a complex, multi-system environment.
- Experience supporting products used by frontline servicing teams, with an appreciation for operational workflows and customer impact.
Preferred Qualifications
- Travel industry experience (e.g., travel servicing/contact centers, booking platforms, GDS, post-booking servicing, disruption handling, or loyalty/benefits servicing).
- Experience running products in a high-availability environment (24/7), including on-call models, incident communications, and service management processes.
- Familiarity with agile at scale (e.g., SAFe) and working across multiple dependent teams and platforms.
- Ability to partner effectively with engineering on architecture and integration decisions, and to communicate technical trade-offs to non-technical stakeholders.
- Experience with servicing tools and end-to-end workflows, including customer contact drivers and agent desktop optimization.
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About the TeamWe 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:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
American Express London, England Office
London, United Kingdom
