The American Express Enterprise Digital team is a newly created center of excellence designed to centralize web, mobile and digital partnership development activities and help the company leverage digital expertise across businesses. Within Enterprise Digital, the Global Digital Experience team is responsible for deepening Card Member engagement through our digital channels, with a focus on web, mobile and email. The team’s mission is to dramatically increase adoption and frequency of usage through a combination of superior user experience and compelling features and functionality.
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The Global Web Channel team is responsible for the end-to-end experience of americanexpress.com, leading the development of digital experiences that enable Card Members to learn about the value of membership, manage their account, and deepen their overall relationship with American Express. Within this group, we are looking for a Director, Global Web Experience who will lead a team of high performing product owners responsible for the end-to-end experience of americanexpress.com features with an immediate focus on the following:
Own the global roadmap and prioritization for the US web channel, partnering closely with other web channel owners, product owners and marketing teams
Lead the roll-out of new web framework in US; work closely with the Director leading International market deployments to accelerate a global code base; partner closely with digital product teams across Enterprise Digital and across other Business Units to integrate new features
Lead global E2E journey optimization and deployment strategy to improve discoverability and conversions across the channel, including the development of a customer segmentation driven user experience model
Lead global web development for key global features, such as Internal Search, Amex Maps, Membership (Account) Hub and additional prioritized features as needed
Responsibilities:
Lead and develop a team of 4-5 high performing product owners
Develops and champions a product vision, strategy and global roadmap for amex.com
Own metrics and drive results; passionate about the health of site conversions, ensuring any new product or feature will drive customer and financial KPIs
Indirectly lead multiple agile delivery teams, partnering closing with UXDr team, Engineering Directors and Scrum Masters
Partner closely with the other web, email, and mobile channel Directors to create integrated roadmaps that ensure cross-channel consistency for our customers
Effectively engage multiple stakeholders, business partners and dependent product owners to develop the overall web product strategy, identify opportunities, and define success metrics. Report and collaborate on roadmap and progress.
Partner closely with Test & Learn team to make A/B testing a core part of the rapid iteration and delivery process
Partner closely with various teams on content marketing needs, as well as communication plans around new feature releases.
Partner closely with user research and analytics team to integrate customer feedback program in product delivery lifecycle
Qualifications
What we are looking for:
5-8 years of product management experience in website development, leading lean and scalable teams; experience managing multiple agile product teams with concurrent workstreams and deliverables
Excellent communication and partnership skills; proven ability to influence decisions and drive results without direct authority
Ability to digest metrics; can analyze and use customer/business data and feedback to inform decisions
3+ years people leadership experience, including coaching and mentoring of product owners
Ability to build a global vision, strategize new product idea and features, and collaborate with teams across the organization to align on your vision and roadmap
Experience with agile methodologies
Cross functional leader and strategic thinker who has proven success working with and aligning priorities across a large group of stakeholders
Demonstration of ability to improve and scale digital products; leading complex redesigns a plus
Global experience leading product delivery across both US and International markets; flexibility to work across multiple time zones
A passion for all things digital; ability to illustrate an in depth understanding of the latest digital trends and competitive landscape
Entrepreneurial, self-motivated and able to act with a high level of independence.
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