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About the Role

Lead end-to-end Decision Science work to build the next generation of servicing intelligence. Translate complex challenges into analytical strategies, models, experiments, and scalable AI-driven solutions, partnering across business and Technology teams. This role combines hands-on technical leadership with strong business problem solving, advancing modern capabilities like Agentic AI, transformer-based recommendation systems, and Conversational AI.

Responsibilities

Own complex Decision Science problems end to end—from problem framing and opportunity sizing through solution design, experimentation, measurement, and ongoing optimization.
Develop analytical strategies and decisioning solutions across servicing experiences, personalization and membership value, colleague enablement, and operational excellence.
Design and guide development of AI/ML and GenAI solutions spanning prediction, recommendation, optimization, experimentation, and intelligent orchestration.
Apply and evaluate modern AI approaches—including Agentic AI and agentic workflows, transformer-based recommenders and representation learning, Conversational AI/LLM systems, and advanced personalization or next-best-action methods—to servicing use cases.
Provide hands-on technical direction on modeling choices, evaluation frameworks, data requirements, and solution trade-offs, ensuring analytical rigor and practical scalability.
Build and evolve reusable data science products and decisioning capabilities, partnering with Technology and platform teams to move solutions into production and measure their impact.
Establish robust experimentation, monitoring, and continuous-learning approaches that improve model/AI quality and business outcomes over time.
Lead project teams and mentor data science colleagues, raising the bar on technical quality, first-principles problem solving, ownership, and commercial judgment.
Synthesize complex analysis into clear recommendations and compelling narratives; influence partners and senior stakeholders on priorities, solution choices, and execution.

Requirements

Strong analytical and conceptual problem-solving skills, with experience structuring and solving complex, ambiguous business problems.
Strong hands-on foundation in data science and machine learning, with proficiency in Python, SQL, or similar tools and experience building and evaluating predictive or decisioning models.
Experience applying modern AI/GenAI techniques and the technical depth to guide solution design, experimentation, and model/AI evaluation.
Demonstrated experience leading complex analytical projects and collaborating across cross-functional teams to drive solutions from concept toward production and measurable impact.
Strong written and verbal communication skills, with the ability to translate technical work into clear business recommendations and influence stakeholders.

Skills

Python
SQL
Agentic AI
Agentic workflows
Transformer-based recommenders
Representation learning
Conversational AI
LLM systems
Personalization
Next-best-action methods
Machine learning
GenAI

Location

Virtual

Work Type

Hybrid
Onsite
Virtual

Experience Level

Senior Manager

Education Level

Master’s degree in a quantitative field (e.g., Engineering, Computer Science, Mathematics, Statistics, Economics, Finance)

Benefits

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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

About the Company

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.
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.

Equal Opportunity

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.
American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
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