George Ashkar

Experience

• 

  American Express

  Sept 2005 - now

  Global product owner of Customer Personalization platform, an AI-powered platform that personalizes digital journeys and experiences and generates revenue.• Oversaw a multi-million dollar investment in the platform, with direct responsibility over a team of Product Managers.• Delivered a key incremental Revenue target in 2023 via personalized messaging and offers.• Defined the multi-year platform vision and strategy, setting the stage for the growth and evolution of the platform.• Delivered the platform roadmap centered around platform infrastructure modernization, meeting key revenue targets, and "Personalization Evolution."• Defined strategy for Personalization Evolution, aimed at optimizing customer engagement, increasing customer spend and retention, and increasing revenue.• Implemented key customer experience enhancements using real-time data for AI-powered decisions, digital journey personalization, and omni-channel experiences.• Established strong partnerships across the enterprise and acted as product ambassador for Customer Personalization to enable product roadmap delivery. Show less Global product owner of the Enterprise Communications and Storage platforms, two newly built platforms that send Amex’s communications annually, and store communications and documents compliantly. • Oversaw the management of a multi-million dollar annual investment in the platforms, with direct responsibility over a team of Product Managers and Product Owners.• Built business case and received buy-in for the development of a new Enterprise Communications Platform and Storage Platform to enable platform modernization.• Product lifecycle owner from concept through piloting into maturing, driving significant in the number of communications sent annually, leading to a multi-million dollar cost reduction and customer experience improvement.• Defined the platform vision and strategy, and the migration strategy to the new platforms.• Delivered a roadmap centered around optimizing the customer and employee experiences, driving digital engagement, and modernizing the platform infrastructure.• Established strong partnerships across the enterprise and acted as product ambassador for Enterprise Communications & Storage, to enable product roadmap delivery and new platform adoption. Show less Global product owner of the Amex Communications Platform, a platform that sends all pf Amex’s communications annually, and that fulfills Amex’s demand for new communications based on business needs.• Oversaw the management of the multi-million dollar annual investment in the platform, with direct responsibility over a team of Product Managers/Owners, and Operations resources across geographies.• Defined a multi-year product vision and strategy, and delivered the roadmap focused on short-term enhancements and a long-term focus on building a new Enterprise platform.• Defined and implemented a SAFe Agile product management structure with Engineering, designed to optimize our partnership and resulted in a 50% reduction in time to market for new deployments.• Optimized the Communications Demand Management process, leading to a more optimal method of prioritizing annual communication demand, and a 25% improvement in the engagement lifecycle.• Established strong partnerships across the enterprise, enabling the implementation of high-profile initiatives to enhance the customer experience, drive revenue, and increase digital engagement. Show less Product Owner of Live Chat Expansion & Optimization, responsible for deploying and growing the new Live Chat solution, and for the effective targeting of customers to optimize demand. • Had direct responsibility over a team of product owners.• Developed the business case for the Live Chat program, and implemented the Live Chat product expansion strategy, growing the agent population by 10X and the monthly agent-handled volume by 25X.• Defined the strategy for optimizing Live Chat targeting using data and predictive analytics for real-time decision making.• Implemented the Live Chat Automation solution using Artificial Intelligence/Natural Language Processing, automating 25% of customer demand, enabling self-servicing and optimizing the work that gets handled by chat agents. Show less

  • Product Director - Customer Personalization

    Jun 2022 - now

  • Product Director, Enterprise Communications & Storage Platforms

    Sept 2019 - Jun 2022

  • Product Director, Communications Capabilities & Delivery

    Jun 2016 - Aug 2019

  • Senior Product Manager, Live Chat & Video Chat

    Mar 2013 - May 2016

  • Senior Product Manager, Online Help

    Jul 2010 - Mar 2013

  • Project Manager, Customer Experience Solutions & Strategy

    Jan 2008 - Jul 2010

  • Industrial Engineer

    Sept 2005 - Dec 2007