Vice President, Strategic Change & Transformation

Global Servicing (GS) oversees all card, travel, and concierge service and operations functions for the company’s global consumer, banking, merchant, and commercial customers, as well as key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction. The Strategic Change and Transformation (SCT) team sits within Global Servicing and is responsible for shaping and delivering the most critical strategic initiatives across GS. We partner closely with GS leadership to define priorities, drive disciplined execution, and deliver meaningful outcomes for our customers and colleagues around the world. About the Role As Vice President of Strategic Change & Transformation, you will partner directly with senior leaders across Global Servicing and the broader enterprise to shape and deliver high-impact strategic initiatives that advance GS priorities. You will lead complex, cross-functional engagements from problem definition and strategy development through execution, translating strategic priorities into measurable impact for our customers, colleagues, and business. Your portfolio will span some of Global Servicing’s most important transformation opportunities, focusing on customer and colleague experience, operational simplification, and emerging capabilities. Current engagements include revamping our approach in Chat, defining our broader inbound servicing strategy, and enabling the next wave of agentic customer conversations. You will bring structure and clarity to complex, ambiguous challenges; mobilize teams across organizational boundaries to drive execution; and influence senior stakeholders to turn strategy into action. Success in this role requires a strong combination of strategic thinking, disciplined execution, executive-level communication, and the ability to drive meaningful change at scale. Lead a portfolio of high-priority strategic engagements across Global Servicing, from strategic planning through execution Partner with senior leaders to identify value creation opportunities, frame critical issues, and define the objectives and scope of strategic engagements. Provide leadership across three Director-led teams, ensuring rigorous problem solving, high-quality analysis, and clear, actionable recommendations. Build consensus with business partners on strategic choices and recommendations, translating strategy into action and establishing the path to implementation. Oversee multiple concurrent initiatives, ensuring teams maintain pace, focus, and a high standard of output. Lead and develop high-performing teams while strengthening SCT's capabilities and culture through coaching, knowledge building, and talent development. Significant recent experience in management consulting, corporate strategy, transformation, or a comparable project-based strategic role. Exceptional problem-solving skills, including problem structuring, analysis, synthesis, and development of actionable recommendations. Demonstrated ability to lead multiple complex strategic engagements and move rapidly from ambiguous problems to clear recommendations and action. Strong track record of building trusted relationships with senior leaders, creating alignment, and influencing decisions in matrixed environments. Exceptional communication and executive presence, with the ability to distill complex issues into clear choices and recommendations. Proven ability to provide intellectual leadership, develop talent, and lead high performing teams.