Amex Digital Labs’ mission is to build the future of payments and membership, creating new value that evolves with our customers' needs and drives deeper engagement and loyalty. We leverage emerging technologies to deliver innovations that enhance how customers pay, travel, dine, and experience the brand.
Amex Digital Labs is responsible for catalyzing digital innovation at American Express by originating, incubating, and managing emerging products and platforms that are essential to our customers’ digital lives. We emphasize creativity, customer centricity, and innovation, with focus areas including digital payments, membership experiences, and new products powered by emerging technologies.
We are seeking an experienced Senior Product Manager to support the development of next-generation customer experiences powered by generative and agentic AI. This role will contribute to the product strategy and end-to-end delivery of AI-enabled customer experiences, translating emerging capabilities into intuitive, scalable solutions that deliver meaningful customer and business value.
You will work closely with cross-functional partners across engineering, data science, design, and analytics to build and scale customer-facing products. This role requires a strong balance of product thinking and technical understanding, with the ability to collaborate effectively with teams building LLM-based systems and agentic workflows, while keeping a clear focus on customer outcomes.
Responsibilities- Support the definition and execution of the product roadmap for generative and agentic AI-powered customer experiences, balancing customer needs, business priorities, and longer-term opportunities.
- Identify and prioritize customer problems through research, data analysis, competitive insights, and by staying current on industry trends to inform product decisions.
- Collaborate with design partners to apply design thinking and craft intuitive customer experiences, shaping how generative and agentic AI capabilities are surfaced to users.
- Lead the end-to-end development of generative and agentic AI products, including LLM-powered and agentic workflows, managing a dedicated scrum team and partnering with cross-functional stakeholders to deliver scalable solutions in accordance with enterprise standards.
- Leverage analytics and AI evaluation frameworks (e.g., structured evals, LLM-as-a-judge) to monitor product, system and model performance, driving continuous improvement through data-informed decisions.
- Collaborate with cross-functional stakeholders to ensure alignment with enterprise standards, compliance, and risk management practices.
- Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
- 5+ years of product management experience, ideally in a highly regulated environment.
- Proven ability to drive product development, including early-stage (0–1) customer-facing solutions.
- Strong product sense with the ability to translate customer needs and emerging technologies into intuitive, scalable experiences.
- Working understanding of generative AI concepts, including Large Language Models (LLMs), prompt design, evaluation approaches, and agentic systems (e.g., orchestration, tool use, multi-step workflows).
- A passion for AI, product experimentation, and the future of digital customer experiences.
- Strong analytical mindset with experience using data to inform product decisions and measure success.
- Exceptional communication, documentation and stakeholder management skills.
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.
About UsAt 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
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