Job Location: Gurgaon
You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Functional Description
The CFR team helps drive profitable business growth by reducing the risk of fraud and maintaining our customers’ confidence in the security of our products. It utilizes an array of tools and ever-evolving technology to detect and combat fraud, minimize the disruption of good spending and provide a world-class customer experience. The team leads efforts that leverage data and digital advancements to improve service and risk management as well as enable commerce and drive innovation. CFR is responsible for developing and monitoring statistical models for predicting individual and commercial’ behaviors such as credit risk, fraud risk, spending and revolve. These models are used for key business decisions made across the customer life cycle to manage risk and accelerate profitable business growth. Underpinning our growth as a company are the tools and capabilities that ensure we prudently take and manage risk in a viable way.
In particular, the Enterprise Personalization Decision Science team leads development of world-class personalization capabilities catering to all global markets. This involves development & deployment of cutting-edge Machine Learning/Data Science solutions which will be able to drive industry leading sustained performance lifts.
Purpose of the Role/ Responsibilities
This position will be responsible for enhancing and maintaining our Enterprise-wide personalization solutions within the Enterprise Personalization Decision Science team. The team is responsible for optimizing the offer & communication mix to card members ensuring relevance and timeliness based on key objective functions across content types such as benefits, cross sell/upsell, non-card products, banking, servicing, etc. It is responsible for developing and implementing cutting-edge Data Science solutions to deliver on the key goals and objectives on the personalization front.
This leader will lead a team of data scientists and will work across the enterprise to steer the personalization vision through innovation and application of the latest techniques and technologies while conforming to all the regulatory and compliance requirements. The leader will also actively interact with multiple partner teams including but not limited to AET, Product, Marketing, Regulatory and Governance teams. This is a fast-paced environment requiring a mix of strong relationship skills, passion for applied data science, people leadership, and a singular focus on delivering results.
Critical Factors to Success
Business Outcomes:
This position is unique and lies at the intersection of advanced AI/ML and customer engagement solutions. The leader will work across multiple products, technology, and business teams to design, develop, enhance, and test sophisticated ML solutions that deliver superior economics, higher customer engagement, and incremental efficiencies. Demonstrated ability to remain abreast of the latest ML developments and innovations. Share key insights and developments with technical and non-technical audiences.
Leadership Outcomes:
- Puts enterprise thinking first, connect the role’s agenda to enterprise priorities and balances the needs of customers, partners, colleagues & shareholders.
- Leads with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
- Demonstrate learning agility, make decisions quickly and with the highest level of integrity
- Lead with a digital mindset and deliver the world’s best customer experiences every day
- 3+ years’ experience applying ML to solve complex problems for large-scale applications
- 3+ years of experience applying theoretical models in an applied environment, with successful experience building AI algorithms
Academic Background
- Master’s degree in a quantitative field (data science, mathematics, computer science, statistics, operations research, management) preferred
Functional Skills / Technical Skills
- Expertise in Coding, Algorithm, High Performance Computing
- Unsupervised and supervised techniques – active learning, transfer learning, neural models, Decision trees, reinforcement learning, graphical models, Gaussian processes, Bayesian models, Map Reduce techniques, attribute engineering
- Deep learning
- Gradient boosting machines, self-reinforcing algorithms
- Understanding of technologies supporting development and implementation of ML solutions at Enterprise scale
- Extensive knowledge of customer marketing ecosystem across the enterprise
- Experience with data visualization a plus
Knowledge of Platforms
- Hadoop
- Big Data – Cornerstone
Behavioural areas
- Set the Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
- Bring Others with You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
- Do It the Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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