Director of Customer Experience Optimization - AI Personalization Remote

About the Role

We are seeking a Director of Customer Experience Optimization (CXO) Personalization to join American Express in a remote capacity. In this role, you will lead the strategy and execution of AI-driven personalization initiatives aimed at enhancing customer engagement and acquisition for our B2B digital platforms. Your expertise in AI and data science will be pivotal in transforming how we connect with our SME and Corporate customers.

What You'll Do

• Define and lead the roadmap for CXO personalization across digital acquisition journeys.
• Drive the evolution from traditional marketing strategies to AI-native, real-time personalization systems.
• Identify high-impact opportunities to enhance relevance and conversion across acquisition funnels.
• Lead the development of AI/ML and GenAI-driven personalization capabilities.
• Oversee the creation of scalable data products and decisioning systems integrated within our digital ecosystem.
• Mentor and grow a high-performing team of managers and data scientists, fostering a culture of innovation.
• Partner with cross-functional teams to align on strategy and deliver integrated solutions.
• Champion innovation in AI technologies and continuously evaluate emerging trends.

Requirements

• Bachelor's degree in a quantitative field such as Engineering, Computer Science, or Mathematics.
• Exceptional analytical and problem-solving skills with experience in complex business challenges.
• Strong ability to influence senior stakeholders through clear communication.
• Experience in leading teams focused on personalization and recommendation systems.
• Hands-on experience with AI/GenAI applications and building end-to-end data products.

Nice to Have

• Master's degree or PhD in a quantitative field.
• Strong understanding of digital ecosystems and real-time decisioning systems.
• Track record of driving transformation from traditional analytics to AI-powered capabilities.

What We Offer

• Competitive base salary with bonus incentives.
• 6% company match on retirement savings plan.
• Comprehensive medical, dental, and vision insurance.
• Flexible working model with hybrid or fully remote arrangements.
• 20+ weeks paid parental leave for all parents.
• Access to global wellness centers and counseling support.
• Career development and training opportunities.