Associate - Digital Product Management

@ American Express

Overview

At American Express, our rich 175-year history of innovation and commitment to our customers, communities, and colleagues is at the core of our culture. Join #TeamAmex to shape the future of customer experience and case management by leveraging cutting-edge technology and a human touch.

Business Overview

The Global Servicing (GS) team delivers world-class customer service, credit, and fraud operations for a global audience. The Product team within GS is focused on designing and delivering next-generation servicing platforms, including CLIC (Case Lite Intermediate Case), driven by advanced technologies like Pega, ACE, Lumi, and Generative AI.

Role Impact

As an Associate - Digital Product Management, you will serve as the Product Owner for the CLIC platform, collaborating with cross-functional teams to define, prioritize, and deliver features that enhance case management capabilities. Your role will involve agile delivery, backlog management, user story creation, and supporting enterprise planning processes including Lean Portfolio Management (LPM) and Long Range Planning (LRP).

Key Responsibilities

• Act as Product Owner for CLIC enhancements and features.
• Support product vision and strategy collaborating with technology and business stakeholders.
• Translate business needs into actionable user stories with clear acceptance criteria.
• Manage backlog refinement, sprint planning, and sprint reviews.
• Partner in LPM and LRP processes to size and prioritize ETIs.
• Leverage Lumi and other platforms to generate insights and support product decisions.
• Utilize SQL, Hive, Python, and scripting for analysis and troubleshooting.
• Contribute to automation capabilities that enhance efficiency for customers and colleagues.
• Collaborate across GS and partner business units to deliver customer-centric solutions.
• Monitor KPIs, track product performance, and prepare leadership updates.
• Work with control and risk teams to ensure compliance in product delivery.
• Stay current on trends in case management, AI/GenAI, automation, and data platforms.

Minimum Qualifications

• Bachelor’s degree in computer science, Business, Engineering or related field.
• 3+ years in product ownership, management, or related technical role.
• Familiarity with Agile/Scrum methodologies and tools like Jira and Confluence.
• Strong analytical, problem-solving, and communication skills.
• Curiosity and passion for emerging technologies like automation and AI/ML.

Preferred Qualifications

• Professional certifications (CSPO, SAFe POPM, CSM, etc.).
• Technical certifications in cloud, automation or data platforms.
• Experience with case management platforms like Pega.
• Hands-on knowledge of SQL, Hive, Python, APIs, or data integration.
• Experience with compliance and risk management frameworks.
• Familiarity with design thinking, LEAN, Six Sigma, or continuous improvement.

Unique Aspects of the Role

This role is at the intersection of customer experience, advanced technology, and portfolio strategy, giving you a chance to shape enterprise case management at American Express.

Location & Work Schedule

This position is hybrid based in Gurugram with timings from Wed–Fri: 1:00 – 9:30 pm IST.

Benefits

American Express offers competitive salaries, bonus incentives, comprehensive health benefits, flexible work arrangements, career development, and much more to support your overall well-being.

Key skills/competency

• Product Ownership
• Digital Product Management
• Agile
• Backlog Management
• User Story Creation
• Data Analysis
• SQL
• Python
• Automation
• Case Management