Job Description

We are seeking a design-led product owner to transform our legacy IVR into a modern, intuitive, and customer-centered conversational voice experience. This role is grounded first and foremost in conversational design excellence, with product ownership responsibilities that ensure great design ideas are translated into shipped, measurable improvements.

You will lead with a designer’s mindset, deep understanding of customer intent, language, and pain points while owning the product decisions that shape the IVR roadmap. Rather than managing a product in abstraction, you will use conversation design as the primary input into prioritization, delivery, and optimization, guiding the evolution of our voice channel from rigid, menu-based interactions to natural, intent-driven conversations.

This position is platform-agnostic and focused on elevating the quality, coherence, and effectiveness of the end-to-end voice experience.

Voice is one of our most impactful customer experiences. This role places design at the center of product ownership, giving you the authority to shape not just how the IVR looks and sounds, but how it evolves over time. You’ll ensure that conversational quality, customer understanding, and thoughtful design guide every IVR enhancement resulting in experiences that feel natural, efficient, and respectful of customers’ time.

What You’ll Do: Conversational Design Leadership

• Lead the end-to-end design of the IVR experience, from call entry to resolution or escalation.
• Design natural, human-centered conversational flows, including call steering, multi-turn dialogs, confirmations, and fallbacks.
• Define intent models, utterance libraries, and conversational structures rooted in real customer language and behavior.
• Design for ambiguity, failure, and recovery through thoughtful error handling and escalation strategies.
• Advocate for conversational UX quality, clarity, and consistency across the voice experience.
• Establish and evolve voice design principles, patterns, and standards.

Design-Driven Product Ownership

• Own the IVR enhancement roadmap, using design insights and customer behavior to drive prioritization decisions.
• Translate conversational designs into clear epics, user stories, and acceptance criteria without losing design intent.
• Maintain and prioritize the IVR backlog to support experience improvements, experimentation, and iterative learning.
• Make trade-off decisions that balance customer experience quality, technical feasibility, and operational impact.
• Define success metrics for IVR changes and ensure they align with intended experience outcomes.

Collaboration, Delivery & Optimization

• Partner closely with engineering, analytics, and operations teams to bring conversational designs to life.
• Act as the primary steward of the IVR experience during planning, build, testing, and launch.
• Analyze IVR data, call drivers, and customer feedback to identify friction points and unmet needs.
• Use insights from production performance to continuously refine conversational flows and product priorities.
• Clearly document conversational designs, decisions, and rationale for cross-functional teams.

Minimum Qualifications:

• 3+ years of experience in conversational design, voice UX, IVR design, or design-led product roles
• Strong hands-on experience designing conversational voice experiences using natural language understanding.
• Deep understanding of conversational patterns, turn-taking, confirmations, and repair strategies
• Experience modernizing or redesigning legacy IVR or call-center experiences.
• Experience influencing or owning prioritization decisions in an Agile or iterative delivery environment.
• Ability to connect design decisions to measurable outcomes while maintaining a human-centered perspective.
• Excellent communication skills, with the ability to articulate design rationale and advocate for user needs.

Preferred Qualifications:

• Experience serving as a Product Owner in a design-driven or UX-led team.
• Familiarity with call-center metrics such as containment, transfer rate, call drivers, and average handle time.
• Experience with conversational AI platforms or cloud-based contact center technologies.
• Background in linguistics, UX design, psychology, human-computer interaction, or related fields.

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.