Servicing Experience Product Manager CEG (HR)

American Express; Brighton; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading financial services company in Brighton seeks a proactive Servicing Experience Product Manager to enhance the colleague experience through user-centered design and digital transformation. The ideal candidate will have over 5 years of product management experience, strong Agile methodology knowledge, and excellent stakeholder engagement skills. This full-time role offers competitive compensation, flexible hybrid work arrangements, and numerous benefits supporting overall well-being.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical and dental benefits

Flexible working model

Paid parental leave

Access to wellness centers

Qualifications

• 5+ years of experience in product management, service delivery transformation or enterprise technology implementation.
• Strong understanding of Agile methodologies, product lifecycle management, and digital servicing platforms.
• Excellent stakeholder engagement, communication, and analytical skills.

Responsibilities

• Support the Servicing Experience Product Director in establishing a Servicing Center of Excellence.
• Collaborate with cross-functional product teams to prioritize experience improvements.
• Lead research to identify key pain points in colleague interactions with Servicing technologies.

Skills

Time Management

Data Analytics

Analytical

Agile

Requirement Gathering

Strategic thinking

Visio

Communication

Problem Solving

Market Research

UML

Cross Functional Teams

Education

5+ years of experience in product management or service delivery

Tools

Oracle HCM

Job description

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

Support for financial-well-being and retirement

Comprehensive medical dental vision life insurance and disability benefits (depending on location)

Flexible working model with hybrid onsite or virtual arrangements depending on role and business need

Generous paid parental leave policies (depending on your location)

Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

Free and confidential counselling support through our Healthy Minds program

Career development and training opportunities

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

At American Expressourcultureisbuilton a 175-yearhistoryofinnovationshared values and LeadershipBehaviors and anunwaveringcommitmenttobackourcustomerscommunities andcolleagues. AspartofTeam Amexyoullexperiencethispowerfulbackingwithcomprehensivesupportforyourholisticwell-beingandmanyopportunitiestolearnnewskillsdevelopasaleader andgrowyourcareer.

Here your voiceandideasmatteryourworkmakesanimpact andtogetheryouwillhelpusdefinethefutureofAmerican Express.

The Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG the Colleague Services (CS) organization plays a critical role in providing outstanding services capabilities data and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business.

The Colleague Experience Servicing Strategy refers to the structured approach American Express and the Colleague Experience Group (CEG) is taking to deliver support services to its colleagues ensuring that interactions are efficient consistent and tailored to individual needs. It encompasses the design of tiered support models integration of technology platforms and governance of knowledge assets to enable seamless resolution of colleague inquiries.

How will you make an impact in this role

As the Servicing Experience Product Manager within Colleague Services youll be part of a cross-functional team of product managers and engineers that delivers best-in-class digital products to colleagues at American this role you wont just be improving software youll be shaping how colleagues feel at work. From their first day to their next opportunity youll help create seamless meaningful and empowering experiences that help every colleague be and deliver the best for themself and their team.

We are seeking a proactive and detail-oriented Servicing Experience Product Manager to support the delivery of an outstanding end-to-end servicing experience for colleagues at American Express. Reporting to the Servicing Experience Product Director this role is instrumental in ensuring colleagues receive effective support throughout their journeyfrom onboarding and daily operational queries to career transitions and internal mobility. The Servicing Experience Product Manager will actively contribute to the continual enhancement of servicing capabilities keeping colleague needs efficiency and alignment with Enterprise Servicing and CEG objectives at the forefront.

In this position you will work closely with cross-functional teams to gather insights into colleague experiences assist in identifying and documenting pain points and support the execution of scalable intuitive process improvements. You will engage with stakeholders across CEG Technology and Servicing helping to ensure that support services are delivered in a seamless consistent and empowering manner. As an advocate for the colleague you will assist in applying user-centred design principles and data-driven improvement efforts ensuring our servicing platforms and processes are robust user-friendly and impactful. This is an excellent opportunity for someone motivated to grow their expertise at the intersection of digital transformation user experience and human-centred service delivery.

Responsibilities

• Support the Servicing Experience Product Director in standing up a Servicing Center of Excellence supported by a dedicated product team.
• Partner with Servicing to complete Point of Departure colleague touch points inventory to inform the servicing strategy.
• Collaborate with the cross-functional product team to shape and prioritize the roadmap for experience improvements.
• Lead research to understand how colleagues interact with Servicing technologies and identify key pain points and opportunities.
• Create and maintain journey maps service blueprints and experience principles to guide design decisions.
• Champion user-centered design principles across Servicing Strategy and influence design decisions to improve usability and consistency.
• Review and guide the design of interfaces workflows and content for clarity and ease of use.
• Partner with the cross-functional product team to uncover insights from feedback channels servicing tickets and usage patterns.
• Influence decisions through storytelling data and empathy ensuring the colleague perspective is top of mind.
• Act as a trusted advisor and coach non-UX partners and stakeholders on the value of human-centered design.
• Support the selection and deployment of next-gen case contact and knowledge management platforms ensuring AI-readiness and integration with Oracle HCM and other core systems.
• Partner with Servicing Technology vendor account representatives to stay informed about upcoming features influence product direction and align experience roadmap priorities with products development pipeline.
• Support the implementation of a single-entry point for CEG servicing and elevate the omni-channel experience to match best-in-class standards.
• Contribute to the definition of market pilots and approach in partnership with Servicing Product and Technology partners to test hypothesis and ensure successful implementation of new capabilities and services.

Minimum Qualifications

58 years of experience in product management service delivery transformation or enterprise technology implementation.

Strong understanding of Agile methodologies product lifecycle management and digital servicing platforms.

Experience with HR systems (e.g. Oracle HCM) case / contact center tools and knowledge management platforms.

Excellent stakeholder engagement communication and analytical skills.

Proven ability to lead cross-functional initiatives and deliver scalable solutions.

Non-considerations for sponsorship : Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

Key Skills

• Time Management
• Data Analytics
• Analytical
• Agile
• Requirement Gathering
• Strategic thinking
• Visio
• Communication
• Problem Solving
• Market Research
• UML
• Cross Functional Teams

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 5 - 8