Director – Data Science, Global Servicing Decision Science

About the Team

The Global Servicing Decision Science (GSDS) team is the Decision Science engine for Global Servicing, bringing together advanced analytics, data science, AI/GenAI, and decisioning to transform servicing experiences, empower colleagues, and enable intelligent operations. GSDS serves as a centralized Decision Science Center of Excellence, partnering across Product/Capabilities, Control Management, Strategy, Operations, Technology, and enterprise analytics and data science teams.

GSDS builds and scales servicing intelligence across Global Servicing—from predictive and proactive servicing, personalization, next-best-action and journey orchestration to conversational AI, agent assist, AI-powered coaching, conduct and quality monitoring, and complaint and dispute intelligence. Our mandate is to build durable, production-ready capabilities that continuously improve decisions through prediction, recommendation, optimization, experimentation, and learning.

How will you make an impact in this role?

As Director, you will define and lead the vision, strategy, and execution of Decision Science across Global Servicing, translating complex customer and business challenges into scalable intelligence capabilities that improve customer experience, colleague effectiveness, operational efficiency, membership value, and controls.

This is a highly visible leadership role requiring deep analytical rigor, strong technical and AI expertise, strategic problem-solving, commercial acumen, and enterprise leadership. You will lead a high-performing team of data science professionals and partner across Global Servicing and the enterprise to embed intelligent decisioning into servicing experiences and processes.

You will also help shape the next generation of servicing Decision Science—advancing capabilities such as Agentic AI, transformer-based recommendation systems, and Conversational AI while ensuring solutions are production-ready, measurable, governed, and continuously improving.

Minimum Qualifications

- Bachelors degree in a quantitative field (e.g., Engineering, Computer Science, Mathematics, Statistics, Economics).





- Exceptional analytical and conceptual problem-solving ability, with experience structuring and solving complex, ambiguous business challenges using first-principles thinking.

- Proven leadership experience managing and developing high-performing analytics or data science teams in a complex, cross-functional setting.

- Strong technical foundation in modern data science and AI, with the ability to guide solution design, challenge technical approaches, and connect analytical choices to business outcomes.

- Strong ability to influence senior stakeholders through clear, structured, and compelling communication and executive storytelling.

- Experience driving large-scale analytics, Decision Science, or AI initiatives from concept through production, adoption, and ongoing optimization.

- Strong commercial acumen and storytelling, with the ability to connect technical strategy, architecture and investment choices to measurable business value.

Preferred Qualifications

- Master’s degree in a quantitative field (e.g., Engineering, Computer Science, Mathematics, Statistics, Economics).

- Technical exposure to or experience driving modern AI capabilities such as Agentic AI/agentic workflows, transformer architectures and transformer-based recommendation systems, Conversational AI, LLMs, and advanced personalization or next-best-action systems.

- Strong understanding of the end-to-end Decision Science and AI lifecycle, including experimentation, model/AI evaluation, decision logic and orchestration, productionization, monitoring, governance, and continuous optimization.

- Track record of building scalable data products, recommendation/decisioning systems, or AI-driven capabilities with measurable customer, revenue, productivity, cost, or control outcomes.





- Experience driving transformation from traditional analytics toward AI-powered, productized Decision Science capabilities and reusable enterprise solutions.

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.

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.

📌 Director-Data Science (Gurugram)
🏢 American Express
📍 Gurugram