Director, Research Capabilities & Innovation

The Global Advertising and Brand Management (GABM) team is responsible for creating marketplace demand and driving commerce for American Express through differentiated and innovative branding, marketing, and experiences. We have an ambitious goal: to be the most admired brand in the Fortune 500 and we aim to deliver on that by doing work that is both creative and effective. The Global Brand Strategy & Insights (GBSI) team sits within GABM. We are responsible for accelerating brand consideration globally by delivering robust insights, transformative brand strategies, and key capabilities for marketers across the organization.

Amex Insights is the enterprise Research Center of Excellence for American Express, combining world-class research, advanced analytics, AI-powered capabilities, and modern operating practices to deliver actionable insights that help business leaders inform strategy, make smarter and faster decisions, and create meaningful value for our customers.

The Director, Research Capabilities & Innovation is responsible for leading the enterprise research capabilities that enable Amex Insights to deliver faster, smarter, and more scalable customer research. This leader owns key research platforms—including the Card Member Community, Digital Twins, and other strategic research capabilities—while evaluating, implementing, and scaling new technologies, AI-powered tools, and innovative methodologies that enhance how insights are generated and delivered.

Reporting to the Head of Insights, this role partners closely with research teams, Technology, Legal, Procurement, and external vendors to ensure research capabilities are effectively deployed, adopted, and continuously improved. The Director also leverages these capabilities to support strategic research engagements, helping business partners solve complex challenges through customer insights.

Responsibilities

Key Responsibilities

• Partner across the Amex Insights leadership team to identify and evolve strategic research capabilities, owning the capability roadmap, prioritization, and implementation approach.
• Evaluate, pilot, and scale emerging research technologies, AI-powered tools, and innovative methodologies—including capabilities such as the Card Member Community and Digital Twins—to strengthen how insights are generated and delivered.
• Lead implementation and adoption of research capabilities, partnering across Technology, Procurement, Legal, and external providers to establish the platforms, governance, best practices, and enablement needed to scale effectively and responsibly.
• Drive continuous evolution of the capability portfolio by monitoring emerging technologies and industry trends, measuring adoption and impact, and applying capabilities to strategic research that informs business strategy, product, marketing, and customer experience.
• Leverage research capabilities to advance strategic engagements across the enterprise, translating customer insights into actionable recommendations that inform business strategy, product, marketing, and customer experience. 

Qualifications

Qualifications

• Experience in research capabilities, research operations, insights technology, or innovation within a customer insights, market research, or related organization.
• Strong understanding of qualitative and quantitative research methodologies, with familiarity across emerging research technologies, AI-powered tools, and innovative approaches.
• Extensive experience leading complex, cross-functional programs and initiatives, with strong project management, prioritization, and execution skills.
• Proven experience implementing and scaling new platforms and capabilities, including driving change management, adoption, governance, and continuous improvement.
• Demonstrated ability to manage multiple priorities, navigate dependencies, and influence senior stakeholders across a complex, matrixed organization.
• Strong strategic thinking and communication skills, with the ability to connect capability investments to business needs and outcomes.

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.