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. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

You Lead the Way. We’ve Got Your Back. 

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. 

At American Express, you’ll be recognized for your contributions, leadership, and impact. Every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. 

Business Assurance Team: Remediation Assurance  

The Business Assurance Remediation team is a specialized function within Servicing Product & Experiences (SP&E) that ensures effective validation of remediation efforts designed to mitigate financial and regulatory impacts to U.S. Card Members.  

We provide independent Remediation Assurance for impacted Card Members, enabling strong 2LoD oversight under the Issue Management Policy, while accelerating delivery through automation, standardization, and innovative in-house tools. 

How will you make an impact in this role? 

In this role, you will strengthen remediation assurance and issue resolution across frontline servicing systems by ensuring remedial actions are effective, sustainable, and compliant, while driving quality, efficiency, and transparency across validation efforts. 

Improve remediation quality by validating corrective actions and reducing repeat control failures. 

Enhance compliance outcomes through timely, accurate, and risk-focused validation activities.

Increase efficiency by identifying opportunities to automate testing and validation processes.

Provide visibility to leadership through clear reporting on remediation progress, risks, and outcomes.

Maintain a strong cross-functional collaboration with business, technology, and control partners.

Responsibilities include: 

Leading Issue Management workflows and Remediation through validation activities including:

Planning and executing validation activities for front-end, user-facing applications.

Assessing remediation needs and defining appropriate test configurations and data requirements.

Executing automation scripts and recommending automation of repetitive validation tasks.

Tracking, managing, and driving resolution of defects identified during validation. 

Ensuring validation activities are completed on time and in accordance with prescribed SLAs.

Preparing and maintaining testing, validation, and issue management documentation.

Monitoring remediation progress, publishing status updates, and escalating risks or issues as needed. 

Building and maintaining strong partnerships with business, technology, and vendor stakeholders.

Minimum Qualifications 

Strong understanding of end-to-end Global Services Group (GSG) operational processes and the Card Member journey 

Proven ability to manage multiple priorities simultaneously while consistently meeting delivery timelines 

Self-driven problem solver with sound judgment and strong decision-making capabilities 

Demonstrated ability to identify, assess, and mitigate operational and customer impact risks 

Excellent written and verbal communication skills with the ability to influence across teams 

Advanced proficiency in Microsoft Office tools (Excel, PowerPoint, Word), with the ability to correlate and analyse data effectively 

Flexible to adjust work schedules to meet business and project needs, including extended hours or weekends when required 

Deep passion for delivering exceptional customer experiences 

Preferred Qualifications 

Working knowledge of GSG portals and systems, including ISP, GSP, CSP, GDM, CVP, Triumph UI, Mainframes, Monocle, and Banking platforms 

Prior experience within GSG operations strongly preferred 

Enterprise mindset with strong awareness of the AXP Card Member journey and cross-business interactions 

Confident in constructively challenging decisions and advocating for the right outcomes 

Proven ability to communicate effectively and collaborate across multiple organizational levels 

Demonstrates a global, end-to-end perspective rather than a siloed approach 

Motivated to lead while remaining hands-on with user testing and validation activities 

Track record of continuous learning and skill development

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 

Support for financial-well-being and retirement 

Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 

Generous paid parental leave policies (depending on your location) 

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

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.