Job Description

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. 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.
The Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG, the Colleague Services (CS) organization plays a critical role in providing outstanding services, capabilities, data, and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business.
The Colleague Experience Servicing Strategy refers to the structured approach American Express and Colleague Experience Group (CEG) is taking to deliver support services to colleagues, ensuring that interactions are efficient, consistent, and tailored to individual needs. It encompasses the design of tiered support models, integration of technology platforms, and governance of knowledge assets to enable seamless resolution of colleague inquiries.
How will you make an impact in this role?
As a Servicing Strategy Director, you will lead strategic initiatives that transform how colleague services are delivered and governed across the enterprise. This role combines servicing strategy with knowledge management to ensure scalable, efficient, and personalized support. You will be responsible for leading cross functional teams involved in designing tiered servicing models, optimizing operational workflows, and establishing a robust knowledge ecosystem that supports automation, GenAI, and continuous improvement.
Key Responsibilities:
Stand up CEG Servicing as a Center of Excellence, supported by a dedicated product team.
Oversee the full review and execution of Point of Departure colleague touch points inventory to inform the servicing strategy.
Lead the definition of future Servicing operating model by tier, including skills mix required and ensuring alignment with CEG's long-term goals.
Develop and execute servicing strategy across the tiered service delivery model leveraging customer listening and data insights.
Lead the definition of market pilots and approach, in partnership with Product and Technology partners to test hypothesis and ensure successful implementation of new capabilities and services.
Establish and govern a centralized HR knowledge base to support Tier 0 and 1 servicing and GenAI scaling.
Partner across teams in CEG to consolidate SOPs, escalation matrices, and servicing content into a unified CMS (content management system).
Drive content governance, taxonomy alignment, and standardization across Servicing and CEG knowledge assets.
Partner with Servicing, Product and Technology teams to deploy best-practice case and knowledge management solutions.
Redesign and standardize core global servicing processes across markets enabled by Oracle HCM and best-practice servicing technologies
Minimum Qualifications:

• Bachelor's or master's degree in business, Strategy, HR, Information Science, or relevant experience
• 10+ years of experience in service delivery, product management, or operations strategy, preferably in a global HR or customer experience environment
• Proven leadership in designing and implementing enterprise-wide service models and technology platforms
• Strategic mindset with a bias for execution and continuous improvement
• Proven track record of leading cross-functional programs with measurable impact
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills
• Familiarity with Oracle platforms, GenAI applications, and case management systems
• Strong understanding of Product and Agile methodologies
• Proficient project management skills

Non-considerations for sponsorship:
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
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.

Skills Required