Job Description

The Colleague Experience Group (CEG) - American Express’ Human Resources function—is dedicated to delivering a world-class colleague experience. Our mission is to deeply understand colleagues’ needs and co-create simple, impactful ways of working that empower every colleague to thrive.

Within CEG, the Colleague Services (CS) organization plays a key role in enabling this mission by delivering exceptional services, capabilities, data, and insights. The Colleague Product Management (CPM) team within CS leads the strategy, development, and delivery of digital products that power the colleague experience across the enterprise.

As an Analyst in AI Product within CPM, you will support the development of AI-powered experiences that transform how colleagues interact with HR services and digital tools. You will partner with Product, Technology, and Design teams to build intelligent solutions such as chatbots, virtual assistants, and other AI-driven capabilities. With a strong foundation in data science, computer science, mathematics, statistics, or a related field, and formal exposure to AI, you will apply your understanding of both generative and classical AI to inform product decisions and drive impact.

In this role, you will analyze colleague needs, identify AI use cases, and contribute across the AI product lifecycle, from experimentation to deployment and continuous improvement. You will help define success metrics, evaluate model performance, and ensure solutions are scalable, responsible, and user-centric. This is a great opportunity for someone who thrives at the intersection of product, analytics, and AI, and is passionate about enhancing the colleague experience through emerging technologies.

This role will report to the Director of AI Product within CPM and will be based in a hybrid model from our New York or Phoenix office.

Responsibilities

Key responsibilities

• You will support analytical and delivery work across AI-enabled products within the colleague experience ecosystem.
• Support the development and implementation of AI-powered experiences, including internally built solutions and third-party capabilities, that enhance how colleagues interact with HR services and digital tools
• Partner with product managers and stakeholders to define colleague problems, user journeys, and expected outcomes; document requirements in product-ready formats such as problem statements, hypotheses, success metrics, and acceptance criteria
• Define and maintain product KPI frameworks for AI features, including adoption, engagement, task completion, quality measures, colleague satisfaction, and operational outcomes; ensure telemetry is in place to enable reliable measurement
• Execute analysis to inform roadmaps and prioritization, including trend analysis, segmentation, funnel and journey analysis, and root cause analysis
• Support controlled experiments and evaluation methods to test product changes, including hypothesis design, metric selection, measurement plans, and results interpretation
• Support evaluation and monitoring of GenAI and LLM experiences, including defining test approaches, tracking performance, and incorporating feedback loops
• Collaborate with Technology, Privacy, and Risk partners to identify and mitigate AI-related risks such as prompt injection and insecure output handling
• Help operationalize AI lifecycle governance, including documentation, launch readiness, monitoring dashboards, and audit requirements
• Communicate insights and recommendations clearly to both technical and non-technical audiences, and contribute to senior-ready updates

Qualifications

Minimum qualifications

• Bachelor’s degree or equivalent experience in a related field such as data science, computer science, mathematics, statistics, or a similar quantitative discipline
• Demonstrated analytical experience using data to drive product, process, or operational decisions
• Academic exposure to machine learning and generative AI through university-level coursework
• Experience with analytics tools such as SQL and at least one programming language such as Python or R, and or business intelligence tools such as Tableau, Power BI, or Looker
• Strong written and verbal communication skills and ability to work effectively with cross-functional teams
• Master’s degree in a related field such as data science, computer science, mathematics, or statistics
• Experience supporting digital product teams, including product analytics, product operations, or product management
• Familiarity with AI product development concepts such as evaluation methods, feedback loops, and performance monitoring
• Understanding of human-centered AI design principles, including user feedback and trust considerations
• Awareness of AI and LLM security and governance practices such as prompt injection risks and secure design principles
• Experience improving employee or colleague-facing digital experiences
• Familiarity with Agile methodologies and tools such as Jira and Confluence

Preferred Qualifications

• Master’s degree in a related field such as data science, computer science, mathematics, or statistics
• Experience supporting digital product teams, including product analytics, product operations, or product management
• Familiarity with AI product development concepts such as evaluation methods, feedback loops, and performance monitoring
• Understanding of human-centered AI design principles, including user feedback and trust considerations
• Awareness of AI and LLM security and governance practices such as prompt injection risks and secure design principles
• Experience improving employee or colleague-facing digital experiences
• Familiarity with Agile methodologies and tools such as Jira and Confluence

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

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.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

For a full list of Team Amex benefits, visit out Colleague Benefits Site .

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.

We back our colleagues with the support they need to thrive, professionally and personally. 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.

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The below represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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