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 this 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.

Business Assurance Team: E2E Journey Testing  

The Business Assurance E2E Journey Testing team is a specialized function within Servicing Product & Experiences (SP&E) that provides independent end-to-end journey testing across Banking, U.S. Consumer, and ICS. The team partners closely with product and technology teams to validate complex, cross-platform customer and servicing journeys after platform-level UAT has been completed. 

Business Assurance delivers journey-level quality validation to provide enterprise risk visibility and confidence in customer experience readiness. Journey testing is a value-added quality activity that complements, but does not replace, platform UAT and is executed once individual platforms within a journey have completed their testing. 

The team drives consistency and efficiency through standardized testing approaches, execution-focused automation, in-house tools, and Managed Test Plastics (MTPs) to support realistic, end-to-end testing scenarios. 
 
Role Summary: E2E Journey Test Lead 

The E2E Journey Test Lead is a hands-on testing lead responsible for planning, coordinating, and executing end-to-end journey validation across multiple platforms and teams. This role sits at the intersection of quality, product, and delivery, providing an enterprise view of how customer journeys perform once all underlying platforms have completed UAT. 

On a day-to-day basis, the Test Lead partners with Product Owners and Managers to understand journey scope and acceptance criteria, develops journey-level test approaches, executes testing, and provides clear visibility into defects, risks, and readiness concerns. While the role does not own test data setup or environment provisioning, the Test Lead actively monitors readiness inputs, escalates issues, and adjusts execution plans to manage timeline impacts. 

This is an individual contributor role that balances leadership and execution. The Test Lead is expected to work independently, collaborate with other Test Leads when journeys are complex, and clearly communicate quality risks and findings without having authority to block releases. 

How will you make an impact in this role? 

• Provide independent, end-to-end quality validation for complex customer and servicing journeys 

• Bring clarity to ambiguity by translating journey scope and acceptance criteria into executable test approaches 

• Surface cross-platform risks, dependencies, and gaps that may not be visible at the platform level 

• Support delivery teams by proactively identifying readiness issues that could delay testing timelines 

• Influence outcomes through clear communication, data, and professional judgment 

• Balance speed and quality by executing efficiently while maintaining testing standards 

• Continuously improve testing approaches based on learnings across journeys and releases  

Responsibilities include: 

Leading and executing end-to-end journey testing activities, including: 

• Reviewing engagement details, journey scope, and acceptance criteria to determine testing approach 

• Developing journey-level test approaches, assumptions, and execution plans aligned with Agile and SDLC delivery models 

• Writing, executing, and maintaining end-to-end test conditions and test scripts across front-end and back-end systems 

• Coordinating with business and technology partners to monitor test readiness inputs, including test data availability and environment stability 

• Proactively identifying and communicating risks or delays related to readiness, scope changes, or dependencies 

• Identifying opportunities where execution-focused automation can reduce manual testing effort and partnering with automation teams to enable execution 

• Documenting, tracking, and retesting defects in partnership with designated business and technology contacts 

• Providing regular status updates, defect reporting, and risk visibility throughout the testing lifecycle 

• Completing required test documentation, reporting, and final validation summaries within agreed timelines 

Minimum Qualifications 

• Hands-on experience in testing or quality assurance within Agile and SDLC delivery environments 

• Strong understanding of end-to-end customer or operational journeys across multiple systems 

• Ability to manage multiple testing efforts simultaneously while meeting delivery timelines 

• Strong problem-solving skills with the ability to assess risk and make sound recommendations 

• Comfort working across teams without direct authority and influencing through communication 

• Strong written and verbal communication skills 

• Proficiency in Microsoft Office applications (Excel, PowerPoint, Word) 

• Demonstrated attention to detail and commitment to quality 

• Passion for improving customer and servicing experience  

Preferred Qualifications 

• Experience supporting Banking, U.S. Consumer, or ICS journeys 

• Working knowledge of Agile frameworks such as SAFe or Scrum and Product Owner practices 

• Solid understanding of User Acceptance Testing (UAT) within the SDLC 

• Familiarity with testing standards or certifications (e.g., ISTQB) 

• Experience communicating testing outcomes, risks, and insights to product leaders 

• Hands-on experience with tools such as CA Agile Central (Rally), JIRA, or similar work management systems 

• Ability to document and interpret end-to-end journey or process flows 

• Strong analytical skills to support data-driven discussions