Job Description

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviours, 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.
How will you make an impact in this role?
Global Network Services (GNS) is the organization responsible for driving scale and coverage for American Express across the globe. The Global Product and Marketing team in GNS is responsible for igniting partner growth and expanding our brand relevance globally by harnessing the strengths of American Express to deliver innovative and impactful product, marketing and training solutions for partners.
We are looking for a tenured, energetic marketing professional to guide the evolution and development of the Partner Training strategy and roadmap for GNS.
In this role, you will work closely with the Director of Marketing and business stakeholders to ensure that the training strategy and roadmap meet the needs of our external bank partners. You will become a key decision maker on priorities and instructional design decisions, with responsibility for the online and webinar training channels and the design, quality and delivery of online modules and webinar training to the delight of our external audiences. You will be responsible for conducting needs assessments across the GNS business to identify priorities and learning opportunities to address knowledge gaps and process improvements for GNS partners as we onboard and upskill users on the Network.
Essential to this role is a passion for learning and the energy to share that passion with others, a keen interest in pushing the boundaries of possibility, the ability to be resourceful in delivering on goals, comfort in a fast paced and rapidly changing environment, and a strong work ethic with demonstrated personal excellence.
Define what winning looks like by working closely with the leaders and stakeholders across GNS and NAS to evolve and develop the Partner Training strategy and roadmap, taking into consideration the needs of our audience and the competitive landscape.

• Develop and deliver innovative and engaging training content, leveraging solutions, technologies and channels that are designed to reach today's digital learners (e.g. web-based training, game-based learning, etc.)
• Work with SMEs in GNS to develop and deliver webinar training sessions to help address timely and priority topics for Network Partners such as the disputes process and policy updates in the Business and Operational Policies Manual.
• Maintain an engaging, self-serve inventory of learning content that will empower Network Partners to be successful in doing business with American Express and develop communication as part of the training program user experience.
• Stay abreast of industry and competitor learning and training offerings and adjust the strategy to stay competitive.
• Collaborate across the GNS organization to identify needs and prioritize training strategy and offerings.
• Lead with a risk mind-set, working with Operational Compliance, GCO and GSM to manage the vendor relationship, training content development and the user experience processes, aligned with the PMGB SOP and enterprise policies.

Minimum Qualifications:

• 5+ years of related experience with a Bachelor's degree or higher.
• Experience in the Payments Industry preferred.
• An enthusiastic and highly motivated self-starter, who is comfortable with turning ideas into action, and is excited about learning, teaching and motivating others.
• Ability to form and influence relationships across a matrix environment to successfully drive projects to completion through collaboration.
• Excellent communication, presentation and influencing skills.
• Strong project management skills.
• Ability and desire to learn quickly; flexible to navigate a variety of situations, individuals & groups; perseveres in the face of obstacles and challenges.
• Strong analytical skills and attention to detail, continuously assess learner needs and program impact to drive improvements; able to problem-solve and manage multiple priorities.
• Experience working with and managing third party suppliers and contractors when developing/curating content.
• Prior experience delivering both in-person and virtual instructor-led training.

Preferred Qualifications:

• Knowledge about industry standard authoring and multimedia development tools such as Captivate and Storyline 360 and graphic design and UI/UX experience is a plus.
• Awareness of latest training trends, theories, frameworks, and evaluation protocols that align with the needs of the digital learner.

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