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. As part of Team Amex, you’ll experience this 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.
The Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG, the Colleague Services (CS) organization plays a critical role in providing outstanding services, capabilities, data, and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business.
The Colleague Experience Servicing Strategy refers to the structured approach American Express and the Colleague Experience Group (CEG) is taking to deliver support services to its colleagues, ensuring that interactions are efficient, consistent, and tailored to individual needs. It encompasses the design of tiered support models, integration of technology platforms, and governance of knowledge assets to enable seamless resolution of colleague inquiries.
How will you make an impact in this role?
As the Servicing Experience Product Manager, within Colleague Services, you’ll be part of a cross-functional team of product managers and engineers that delivers best-in-class digital products to colleagues at American Express. In this role, you won’t just be improving software, you’ll be shaping how colleagues feel at work. From their first day to their next opportunity, you’ll help create seamless, meaningful, and empowering experiences that help every colleague be and deliver the best for themself and their team.
We are seeking a proactive and detail-oriented Servicing Experience Product Manager to support the delivery of an outstanding end-to-end servicing experience for colleagues at American Express. Reporting to the Servicing Experience Product Director, this role is instrumental in ensuring colleagues receive effective support throughout their journey—from onboarding and daily operational queries to career transitions and internal mobility. The Servicing Experience Product Manager will actively contribute to the continual enhancement of servicing capabilities, keeping colleague needs, efficiency, and alignment with Enterprise, Servicing, and CEG objectives at the forefront.
In this position, you will work closely with cross-functional teams to gather insights into colleague experiences, assist in identifying and documenting pain points, and support the execution of scalable, intuitive process improvements. You will engage with stakeholders across CEG, Technology, and Servicing, helping to ensure that support services are delivered in a seamless, consistent, and empowering manner. As an advocate for the colleague, you will assist in applying user-centred design principles and data-driven improvement efforts, ensuring our servicing platforms and processes are robust, user-friendly, and impactful. This is an excellent opportunity for someone motivated to grow their expertise at the intersection of digital transformation, user experience, and human-centred service delivery.
Responsibilities:
Support the Servicing Experience Product Director in standing up a Servicing Center of Excellence supported by a dedicated product team.
Partner with Servicing to complete Point of Departure colleague touch points inventory to inform the servicing strategy.
Collaborate with the cross-functional product team to shape and prioritize the roadmap for experience improvements.
Lead research to understand how colleagues interact with Servicing technologies and identify key pain points and opportunities.
Create and maintain journey maps, service blueprints, and experience principles to guide design decisions.
Champion user-centered design principles across Servicing Strategy and influence design decisions to improve usability and consistency.
Review and guide the design of interfaces, workflows, and content for clarity and ease of use.
Partner with the cross-functional product team to uncover insights from feedback channels, servicing tickets, and usage patterns.
Influence decisions through storytelling, data, and empathy, ensuring the colleague perspective is top of mind.
Act as a trusted advisor and coach non-UX partners and stakeholders on the value of human-centered design.
Support the selection and deployment of next-gen case, contact, and knowledge management platforms, ensuring AI-readiness and integration with Oracle HCM and other core systems.
Partner with Servicing Technology vendor account representatives to stay informed about upcoming features, influence product direction, and align experience roadmap priorities with product’s development pipeline.
Support the implementation of a single-entry point for CEG servicing and elevate the omni-channel experience to match best-in-class standards.
Contribute to the definition of market pilots and approach, in partnership with Servicing, Product and Technology partners to test hypothesis and ensure successful implementation of new capabilities and services.
Minimum Qualifications:
5–8 years of experience in product management, service delivery transformation, or enterprise technology implementation.
Strong understanding of Agile methodologies, product lifecycle management, and digital servicing platforms.
Experience with HR systems (e.g., Oracle HCM), case/contact center tools, and knowledge management platforms.
Excellent stakeholder engagement, communication, and analytical skills.
Proven ability to lead cross-functional initiatives and deliver scalable solutions.
Non-considerations for sponsorship: Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
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:
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 counselling 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.