Job Description

Work Location Options: Hybrid

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let’s lead the way together.

How will you make an impact in this role?

The Global Learning & Knowledge Management team (GLKM) drives learning transformation and knowledge management across multiple lines of business within the Global Servicing Group (GSG), which includes partnering with our internal recruiting team to select and train new colleagues and ongoing training for more tenured colleagues. GLKM is responsible for colleague performance, engagement and development through the creation, procurement and deployment of robust, dynamic and customized learning solutions, programs and tools that enable GSG business strategic priorities and equip newly hired and tenured customer care professionals, specialists and people leaders with the skills and knowledge to provide the world’s best customer experience every day. GLKM supports over 30,000 GSG colleagues across the globe in 9 languages and in 20+ markets. 

The GLKM Learning Architecture Team partners with and supports global GSG businesses by setting learning strategy, identifying learning needs, building robust curriculum, and delivering next generation learning to new hires and tenured colleagues through effective channels. The Design team’s work is pivotal in driving continuous improvement in the quality, effectiveness, and efficiency of training for the Customer Care Professional (CCP) and Specialist population and improving the overall learner experience.

The successful candidate will have passion and experience in learning curriculum design and working closely with his or her team, SMEs, and learning solutions vendors to develop instructor-led face-to-face, instructor-led live virtual, leader-led, and asynchronous learning solutions. 

The successful candidate will:

• Be responsible for the development of highly engaging and interactive learning solutions using industry standard e-learning software. 
• Apply advanced adult learning theories into practical, application-based learning design and development with the ability to convert strategies to effective and engaging learning experiences.
• Possess the ability to work in a team environment to design, develop and build blended learning experiences.
• Partner and collaborate with other learning professionals and business partners in delivering a globally consistent learning experience.
• Develop comprehensive measurement strategies for all learning solutions to demonstrate business impact and effectiveness.
• Communicate effectively in visual, oral and written form and deliver engaging presentations to business leaders.
• Acquire and apply new technology skills to instructional design practice.
• Be a thought leader in instructional design and innovation.

Minimum Qualifications

• Extensive experience in Instructional Design methodology application with the ability to convert strategies to effective and engaging learning experience.
• Design learning that reflects an understanding of the diversity of learners, including the demonstrated understanding of cultural differences that may apply.
• Proficient user in Articulate 360 (Storyline, Rise, etc.) and Adobe Captivate 
• Ability to trouble-shoot issues within Design Tools (Articulate & Captivate) 
• Experience working in an agile and waterfall design environment 
• Ability to work in a team environment to design, develop and build blended learning experiences 
• Acquire and apply new technology skills to instructional design practice to drive innovation
• Proven e-learning design and development experience
• Demonstrated thought leadership and the ability to drive innovation 
• Demonstrated ability to apply concepts, techniques, and theory of other disciplines to instructional design assessment strategies
• Highly proficient in the use of Microsoft Office Products, Word, PowerPoint, Excel and Project 

Preferred Qualifications

• Must be able to communicate in English business level standard, additional languages desirable 
• Proven experience as an Instructional Designer in a corporate or financial services area 
• Experience designing, developing and delivering emerging learning solutions including game-based learning, video creation, simulations and immersive scenarios requiring multiple branching elements, strongly preferred 
• Software skills MUST have been applied / used in a recent position, able to share features of the tools used 
• Excellent analytical skills, experience with using learning management systems to drive the delivery of training solutions
• College degree or certification in Performance Technology, Instructional Design, Adult Learning or Teaching is strongly preferred

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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