Director, Insights Capabilities & Innovation

American Express
New York
Workplace: HybridFull timeUSD 123,000 - 215,250 annuallyFunction: Executive & General ManagementSkills: ["Strategic thinking","Communication skills","Project management","Prioritization","Stakeholder influence"]

Lead enterprise research capabilities that power Amex Insights, enabling faster, smarter, and more scalable customer research. Own and evolve research platforms such as the Card Member Community and Digital Twins, while evaluating, piloting, and scaling new AI-powered tools and innovative methodologies. Partner across technology, legal, procurement, and external vendors to deploy governance, best practices, and enablement, and translate customer insights into actionable recommendations for business strategy, product, marketing, and customer experience.

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FursaFursa
American Express
American Express
1 day ago

Director, Insights Capabilities & Innovation

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Job Summary

Lead enterprise research capabilities that power Amex Insights, enabling faster, smarter, and more scalable customer research. Own and evolve research platforms such as the Card Member Community and Digital Twins, while evaluating, piloting, and scaling new AI-powered tools and innovative methodologies. Partner across technology, legal, procurement, and external vendors to deploy governance, best practices, and enablement, and translate customer insights into actionable recommendations for business strategy, product, marketing, and customer experience.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Partner with Amex Insights leadership to identify and evolve strategic research capabilities, owning the capability roadmap and implementation approach.
  • •Evaluate, pilot, and scale emerging research technologies, AI-powered tools, and innovative methodologies to strengthen how insights are generated and delivered.
  • •Lead implementation and adoption of research capabilities by partnering across technology, procurement, legal, and external providers to establish platforms, governance, and best practices.
  • •Continuously evolve the capability portfolio by monitoring emerging technologies and industry trends and measuring adoption and impact.
  • •Use research capabilities to support strategic engagements, translating customer insights into actionable recommendations for business strategy, product, marketing, and customer experience.

Pay and Benefits

Salary: USD 123,000 - 215,250 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability BenefitsRetirementFinancial CoachingParental LeaveWellness StipendCounseling SupportTraining

Key Requirements

  • •Experience in research capabilities, research operations, insights technology, or innovation within a customer insights or market research organization.
  • •Strong understanding of qualitative and quantitative research methodologies and emerging research technologies, including AI-powered tools.
  • •Extensive experience leading complex, cross-functional programs with strong project management, prioritization, and execution skills.
  • •Proven experience implementing and scaling new platforms and capabilities, including change management, adoption, governance, and continuous improvement.
  • •Ability to manage multiple priorities, navigate dependencies, and influence senior stakeholders in a matrixed organization.
Experience:Customer insightsMarket researchInnovationCross-functional programs
Skills:Strategic thinkingCommunication skillsProject managementPrioritizationStakeholder influence
Tech Stack:AIAdvanced analyticsDigital TwinsCard Member Community

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn