American Express: Mobile messaging & AI

I led product management fot the core mobile messaging and automated intelligence features in the American Express mobile app, Apple Business Chat, and Facebook Messenger chat features.

Managing multiple scrum teams of up to 30 engineers, I was responsible for the product roadmap, prioritization, development, testing, and deployment of features. Mobile messaging allowed Amex customers to chat with a bot for basic servicing questions, or with a live agent for more complex queries, including integrated travel and concierge services from Mezi.

During my tenure, I led the expansion of messaging and chat across all customer segments in the US, and began a global rollout to 5+ countries in key markets. I also expanded a pilot program with Apple Business Chat, allowing customers to text the company directly from their iPhone to the entire US market, increasing usage by 10X.

Launch app

Booking a flight via mobile messaging:

Hotel booking flow:

Automated self service journey on Facebook Messenger:

Self service journey - Facebook messenger bot

Apple Business Chat demo - US expansion: