American Express

Senior Associate-Digital Product Management- GenAI Servicing Innovation

Posted On

Dec. 4, 2024

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

Dec. 29, 2024

Job Description

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.

GSG Servicing Innovation:

Where innovation is our business.

Our team’s mission is to shape and execute the Generative AI strategy of the Global Services Group (GSG) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and cardmember experience.

The GSG Servicing Innovation team focuses on:

Developing and executing upon the GenAI strategy & priorities for GSG through rapid testing and learning, serving as a first mover for the broader enterprise in this new space
Accelerating and scaling GenAI pilot programs through scope definition, coordination, and ongoing centralized support (e.g., analysis, change management, communications) for dedicated pilot teams
Rapidly operationalizing GenAI initiatives at scale through development of rollout and scaling plans that quickly shift pilots from learnings to benefit realization, enabling teams to fail fast when appropriate
Providing compliance and risk management support for each unique use case to ensure responsible and thoughtful use of GenAI technology in accordance with AXP and regulatory policies

Role Description:

The associate product manager role will assist in designing, developing, and managing activities for a product or group of products from product definition and planning through production, release, monitoring and end of life, while also partnering with stakeholder teams to enhance and refine product strategies and roadmaps. The role sits with the Servicing Innovation Product team - a central resource with design, process, development, test, quality, and marketing, throughout all stages of a product’s lifecycle. The role will also help manage the features backlog by assisting the Product Owner in identifying and prioritizing features and capabilities through direct input with customers, analysts, developers and architects and knowledge of the domain, while also facilitating resolution of risks, issues and changes related to the product development lifecycle.

The role will require an understanding of GenAI architecture, development frameworks, and troubleshooting to support execution of GenAI product development. The ideal candidate will be able to think creatively and assist in preparing analyses and presentations on both forward-looking strategy and achieved results. This role also requires collaboration with various teams, including effective collaboration with stakeholders of all band levels across GSG and American Express more broadly.

Key Responsibilities Include:

Assist in applying Generative AI solutions to build pilots and products with high expectations on customer satisfaction
Help to build customer service journeys and take ownership for the ideation, implementation, monitoring and reporting
Partner with the Product Owner to write user stories, guide product definitions, and conduct user testing alongside engineering and data science
Use data, conversational analysis, industry knowledge, and technical understanding to analyze the performance of existing solutions and to develop future capabilities
Prioritize features and backlog/solutions based on product roadmap and strategy
Identify project dependencies to resolve sequence of development

· Partner with the rest of the Servicing Innovation team to support development and execution of strategic roadmaps for GenAI product development in alignment with strategic vision, in coordination with developers and engineers

Assist Product owner in facilitating the resolution of complex risks, issues, and changes tied to initiatives and process with broad impact to their product or related group of products; managing and coordinating updates on risks, issues, and changes to ensure alignment with adjacent groups
Thought leadership/creative problem solving to accelerate technological innovation for AXP and drive high impact
Leverage existing data and customer feedback to drive product improvements
Maintain pulse on industry trends in Generative AI

Minimum Qualifications:

Passion to learn about innovative technologies and new approaches to create exceptional customer experiences
Highly organized, taking individual initiative and accountability for getting results
Solid technical understanding and skilled at articulation of complex product functionality to non-technical partners
Excellent communication skills with the ability to engage, influence, and inspire partners to drive collaboration and alignment
Has an entrepreneurial mentality
High ethical standards to work in a highly regulated environment and ability to responsibly consider and mitigate risks of applying AI related solutions
Diligent and able to identify key questions, and assess how pieces of the puzzle interact and affect the overall project & timelines
Recognize issues quickly and help to find a resolution through creative and effective problem solving
Experience and passion in experimenting with Generative AI and Large Language Models, including prompt engineering and other methodologies

Preferred Qualifications:

Experience in User Experience research and design, a familiarity with design thinking principles
Experience working in delivery and implementation of complex, large-scale, high-performance applications/solutions
Knowledge of Agile and Scrum development methodologies and IT project management
Prior experience assisting product strategies, including feature prioritization, product road mapping, and requirements management
Proven relationship-builder with strong collaborative skills, partnering with business stakeholders
Engage in structured thinking in order derive meaningful, data-driven insights
Excellent oral and written communication and presentation skills, including the ability to articulate complex issues in a simple, non-technical manner, to fluently bridge business and technical discussions, and to tailor communication to various audiences
Experience in applying AI related solutions in a customer or colleague facing product
Experience working in software development or analytics which will be relevant when understanding both user and technical requirements and making business decisions

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
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

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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