The Servicing Capabilities & Innovation (SC&I) team sits within the Global Support, Enablement, and Control (GSEC) team in Global Servicing (GS). As a part of GSEC, the SC&I team is responsible for developing colleague and card member-facing servicing capabilities and platforms, AI and GenAI innovation, and several large-scale, Enterprise-wide transformation initiatives. Our north star is to build the most seamless servicing experiences for our card members and frontline colleagues. We are made up of product owners, technologists, designers, strategic operators, and innovators— we partner horizontally across Global Servicing to move from fragmented solutions to disciplined, enterprise-ready execution, and we are always looking for talent who can help us scale the next era of servicing.
The Director, Transformation Value Management within SC&I is responsible for driving value realization across the organization's strategic transformation portfolio. This role establishes the governance, reporting, business case management, and executive insights necessary to ensure transformation investments deliver measurable business, financial, customer, and colleague outcomes.
Working across Product, Technology, Finance, Operations, and Strategy, the Director develops an integrated view of portfolio performance, enabling executive decision-making through rigorous financial analysis, portfolio prioritization, and compelling executive communications. The ideal candidate combines consulting-style structured thinking, advanced financial modeling, and executive storytelling to translate complex analyses into clear, actionable recommendations that influence senior leadership and enterprise investment decisions.
Transformation Value Management
Lead the Transformation Value Management function across the SC&I portfolio, establishing a consistent framework for measuring business outcomes, financial benefits, customer impact, and operational performance.
Own governance for value realization, KPI tracking, executive reporting, and benefit measurement in partnership with Finance and business stakeholders.
Maintain a single source of truth for transformation value, portfolio health, and investment performance.
Develop scalable value realization governance processes that improve transparency, accountability, and executive visibility across strategic transformation initiatives.
Continuously identify opportunities to improve reporting methodologies, benefit measurement, and portfolio governance.
Portfolio Strategy & Investment Decision Support
Lead development and governance of business cases for enterprise transformation initiatives, ensuring investment decisions are supported by rigorous financial analysis and strategic alignment.
Partner with Product, Finance, and Sourcing to manage vendor pricing models, support commercial negotiations, and maintain vendor scorecards that provide clear visibility into cost, performance, and value realization.
Build sophisticated financial models, scenario analyses, and investment recommendations using advanced Excel capabilities to quantify value realization, implementation costs, risks, and return on investment.
Provide portfolio-level insights and recommendations that support executive prioritization, investment decisions, and resource allocation.
Evaluate strategic trade-offs across initiatives while identifying dependencies, risks, and opportunities to maximize enterprise value.
Partner with Finance, Product, Technology, and Operations leaders to validate business assumptions and measure realized outcomes.
Executive Reporting & Strategic Communications
Develop executive-ready presentations, dashboards, scorecards, and briefing materials for senior executives, governance committees, and strategic planning sessions.
Translate complex financial, operational, and strategic analyses into compelling executive narratives that influence decision-making and investment priorities.
Build cohesive transformation stories that connect investments to enterprise strategy, customer outcomes, colleague experience, operational performance, and financial results.
Partner with the SC&I Executive Office to establish consistent executive communications and reporting standards across the transformation portfolio.
Deliver polished, high-impact presentations that simplify complex information for executive audiences using advanced PowerPoint capabilities.
Design and maintain executive dashboards and portfolio scorecards that provide meaningful visibility into transformation performance.
Analyze financial, operational, customer, and delivery data to identify trends, emerging risks, and opportunities across strategic initiatives.
Develop data-driven insights and recommendations that improve portfolio performance and accelerate value realization.
Continuously improve reporting capabilities, data quality, and analytical processes that support executive decision-making.
Cross-Functional Leadership
Build trusted partnerships across Product, Technology, Finance, Operations, Strategy, and other enterprise organizations to align transformation priorities and deliver business outcomes.
Influence senior leaders and executive stakeholders without direct authority across a highly matrixed environment.
Lead and develop analysts supporting the Transformation Value Management function by providing coaching, mentorship, and opportunities for professional growth.
Anticipate emerging risks, organizational dependencies, and strategic opportunities while helping leadership proactively navigate complex business challenges.
Foster a culture of innovation, continuous improvement, accountability, and data-driven decision-making.
Minimum Qualifications:
Bachelor's degree or equivalent work experience.
Demonstrated experience supporting strategic initiatives and influencing executive decision-making within large, complex organizations.
Advanced Microsoft Excel skills, including financial modeling, scenario analysis, forecasting, business case development, and quantitative analysis.
Advanced Microsoft PowerPoint skills with demonstrated experience creating polished executive-level presentations for senior leadership and executive committees.
Exceptional executive storytelling and communication skills with the ability to synthesize complex analyses into concise, compelling business recommendations.
Strong structured problem-solving capabilities with experience framing ambiguous business problems and developing practical, data-driven solutions.
Proven ability to build trusted relationships and influence across Product, Technology, Operations, Finance, and Strategy organizations.
Demonstrated people leadership skills with experience coaching and developing high-performing teams
Preferred Qualifications
MBA or advanced degree in Business, Finance, Strategy, Economics, or a related discipline.
Experience leading enterprise transformation offices, value realization functions, or strategic portfolio management organizations.
Strong financial and analytical acumen with experience evaluating investment opportunities, value realization, and return on investment.
Experience partnering with Finance and senior business leaders to establish KPIs, validate business cases, and measure financial outcomes.
Familiarity with Agile product development, AI-enabled capabilities, digital transformation, customer servicing, or operational transformation.
Experience building enterprise reporting frameworks, portfolio dashboards, and executive scorecards.
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.
