Director, Product Design Full Time

American Express

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible – and we’re proud to back each other every step of the way.

When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company’s success.

That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.

Join and let’s lead the way together.

The Enterprise Digital Member Experience team is responsible for delivering customer-centric digital experiences across all of American Express’ digital servicing channels (web, mobile, and push). Our team’s mission is to increase digital engagement and customer satisfaction through a combination of best-in-class customer experience and compelling features and functionality. As part of the broader Enterprise Digital and Analytics (ED&A) team, we also have a collective focus on growing revenue from our existing customer base. We partner closely with many teams across the enterprise to deliver new products and services for our Members around the world.

The Director of Product Design and Information Architecture’s primary responsibility is to lead a talented team of IA, content architects, and product designers to cultivate the team’s disciplines and advocate for the strategic impact of their work. This role will oversee the design process for experiences that span across our customer account management website (MYCA) and partner closely with the product management, engineering, research, and other design teams to create a connected ecosystem of experiences informed by subject matter experts and customer input.

How will you make an impact in this role?

• Lead a US/UK team of 4-7 designers and IA specialists
• Inspire, motivate and coach the team by building on a culture of continuous development and discovery
• Recruit, hire, onboard, and coach top talent
• Manage team scope, capacity and priority across a large portfolio of projects in both Discovery and Delivery workstreams
• Conduct performance reviews and co-create personal development plans for all team members
• Introduce and refine best practices to continuously improve team skills, quality and efficiency
• Define and deliver team goals that align to broader product organization’s measures of success

Experience Vision:

• Drive consistency and quality across all of our customer experiences in partnership with other design directors, central design language system team and guidance from design leadership
• Ensure customer-centricity by leveraging quantitative and qualitative data and insights
• Define, advocate and deliver an experience vision in close partnership with product and design peers and leadership
• Collaborate with product and portfolio teams to craft, guide and execute against our roadmap

Advocacy and Communication:

• Connect the team’s work to enterprise initiatives to create opportunities for team visibility
• Advocate for Design across the organization by connecting design to business value
• Build on existing cross-discipline partnerships and identify new opportunities for bridge-building across the enterprise
• Represent American Express Design in the broader external design community
• Support design leadership when presenting to senior leaders and executive committee

Minimum Qualifications:

• Proven track record of success as a people leader
• 8+ Years’ experience in digital product design with at least 4 years designing for web
• 3+ Years’ experience in a global organization
• Mastery in one of the following / Excellence in the rest: Information Architecture, Content Strategy, UX Design, UI Design, Visual Design, System Design, Service Design
• Must be knowledgeable about web development (HTML, CSS, JS frameworks like React/Angular)
• Familiarity with Design Thinking methods and applications
• Excellent communication, presentation and storytelling skills

Preferred Qualifications:

• Background in Information Architecture and/or Content Strategy
• Experience as a team leader in scaled organization in a regulated industry (banking, fintech/finserv, pharma, etc.)
• Experience leading a cross-functional team or have led multiple different disciplines
• Experience implementing WCAG accessibility standards into design process

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

To complete your application, please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on

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