Digital Business Transformation & Capabilities Leader The Digital Business Transformation & Capabilities Leader is responsible for defining and executing the strategic roadmap for digital acquisition and onboarding transformation, driving the integration of global technology capabilities to deliver seamless, scalable, and compliant customer experiences.

This role serves as the bridge between business, operations, technology, risk, compliance, and product teams, leading complex transformation initiatives that accelerate digital growth, enhance operational efficiency, reduce customer friction, and strengthen end-to-end onboarding capabilities. The position is accountable for identifying opportunities, developing business cases, leading implementation efforts, and ensuring sustainable value realization across the customer acquisition journey.

Responsibilities

- Define and execute the digital transformation roadmap for acquisition and onboarding processes.
- Lead strategic initiatives aimed at modernizing and optimizing the customer onboarding experience.
- Identify opportunities to simplify processes, eliminate operational inefficiencies, and improve customer outcomes.
- Translate business needs into scalable digital solutions aligned with organizational priorities.
- Develop business cases and secure stakeholder alignment for transformational initiatives.
- Drive the implementation and adoption of digital capabilities that support eKYC, customer verification, automation, and customer experience enhancements.
- Partner with global product and technology teams to evaluate, prioritize, and deploy new capabilities.
- Monitor industry trends and emerging technologies to identify opportunities for innovation and competitive advantage.
- Ensure successful integration of general platforms and digital tools within local business processes.
- Lead cross-functional initiatives involving Operations, Technology, Product, Risk, Compliance, Marketing,



and Customer Experience teams.
- Manage project governance, timelines, dependencies, risks, and stakeholder communications.
- Influence senior leaders and executive stakeholders through data-driven recommendations and strategic insights.
- Build strong partnerships across local and global organizations.
- Communicate complex transformation initiatives in a clear and compelling manner for both technical and non-technical audiences.
- Act as a trusted advisor on digital transformation opportunities and capability development.

Qualifications

- Significant experience leading business transformation, digital transformation, process improvement, or strategic initiatives.
- Experience managing cross-functional projects involving multiple stakeholders and business functions.
- Strong understanding of customer onboarding, acquisition processes, digital experiences, or operational transformation.
- Demonstrated ability to influence stakeholders at multiple organizational levels.
- Strong analytical, problem-solving, and strategic thinking capabilities.
- Excellent communication and executive presentation skills.
- Advanced English level.

Preferred

- Experience in financial services, fintech, digital banking, or regulated industries.
- Knowledge of eKYC, customer onboarding, identity verification or risk management processes.
- Experience working with global technology organizations and enterprise-scale platforms.
- Familiarity with Agile methodologies and product development environments.




- Experience developing business cases and measuring value realization from transformation initiatives.

About Us 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.

About The Team 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

📌 Digital Business Transformation & Capabilities Leader (Ciudad de México)
🏢 American Express
📍 Ciudad de México