Director, Insights Capabilities & Innovation

Responsibilities
Key Responsibilities

Partner across the Amex Insights leadership team to identify and evolve strategic research capabilities, owning the capability roadmap, prioritization, and implementation approach.
Evaluate, pilot, and scale emerging research technologies, AI-powered tools, and innovative methodologies—including capabilities such as the Card Member Community and Digital Twins—to strengthen how insights are generated and delivered.
Lead implementation and adoption of research capabilities, partnering across Technology, Procurement, Legal, and external providers to establish the platforms, governance, best practices, and enablement needed to scale effectively and responsibly.
Drive continuous evolution of the capability portfolio by monitoring emerging technologies and industry trends, measuring adoption and impact, and applying capabilities to strategic research that informs business strategy, product, marketing, and customer experience.
Leverage research capabilities to advance strategic engagements across the enterprise, translating customer insights into actionable recommendations that inform business strategy, product, marketing, and customer experience.

Qualifications
Qualifications

Experience in research capabilities, research operations, insights technology, or innovation within a customer insights, market research, or related organization.
Strong understanding of qualitative and quantitative research methodologies, with familiarity across emerging research technologies, AI-powered tools, and innovative approaches.
Extensive experience leading complex, cross-functional programs and initiatives, with strong project management, prioritization, and execution skills.
Proven experience implementing and scaling new platforms and capabilities, including driving change management, adoption, governance, and continuous improvement.
Demonstrated ability to manage multiple priorities, navigate dependencies, and influence senior stakeholders across a complex, matrixed organization.
Strong strategic thinking and communication skills, with the ability to connect capability investments to business needs and outcomes.

Employment eligibility to work with American Express in the U.S. 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.

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