American Express
Manager, International Learning & Transformation
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Job Description
About the Team
In U.S. Consumer Services (USCS), our product is Membership—delivering benefits and services that are essential to our Card Members across travel, dining, entertainment, and retail. We compete by providing a differentiated Membership experience that drives loyalty and long-term growth. USCS brings this to life through our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Travel & Lifestyle Services, the Centurion Lounge network, Global Dining, U.S. Consumer Banking, Amex Offers, Amex Ads, and best-in-class marketing programs.
The Enterprise Comms & MarTech Experiences (ECMX) team is a global organisation within Membership Portfolio Services (MPS). ECMX is American Express' marketing services centre of excellence, powering high-quality, user-centric marketing experiences through enterprise marketing technology, operations and enablement.
The International Learning & Transformation team enables successful business transformation by preparing International Marketers to confidently adopt new platforms, processes and ways of working. We partner with business leaders, product teams and transformation programmes to understand what is changing, who is impacted and what colleagues need to perform successfully in the future state. By combining workforce readiness, performance enablement and operational excellence, we deliver scalable solutions that accelerate adoption, improve colleague performance and create better experiences for the marketers we support.
How will you make an impact in this role?
As Manager, International Learning & Transformation, you'll lead the Learning & Transformation strategy for strategic business initiatives, ensuring International Marketers are prepared to successfully adopt new platforms, technologies, processes and ways of working.
You'll act as the primary Learning & Transformation partner for strategic initiatives, leading engagement from initial intake and discovery through implementation and adoption.
Partnering closely with business leaders, product teams and programme stakeholders, you'll assess business objectives, colleague impacts and adoption risks to determine the workforce readiness and enablement required for each initiative. You'll shape strategies that prepare colleagues to confidently adopt and perform in the future state before enablement solutions are designed.
Working closely with colleagues across Learning & Transformation, you'll translate these strategies into scalable learning, communication and performance support experiences that build marketer confidence, reduce time-to-proficiency and improve business performance. You'll also help evolve the Learning & Transformation function by strengthening consulting practices, governance, measurement and operational excellence.
Success in this role
Success Means Becoming The Trusted Learning & Transformation Partner That Business Leaders Engage Early To Shape Workforce Readiness, Accelerate Adoption And Improve Business Outcomes. Success Means You Will
- Build trusted partnerships with senior business leaders and programme teams.
- Deliver scalable workforce readiness strategies that improve adoption and colleague performance.
- Use data and insights to continuously improve business outcomes.
- Help evolve the Learning & Transformation function through innovation, consulting excellence and continuous improvement.
Responsibilities
Transformation Portfolio & Intake
- Own the intake process for strategic transformation initiatives, ensuring opportunities are assessed, prioritised and aligned to business objectives and team capacity.
- Provide visibility of transformation demand, priorities and resource requirements to support effective portfolio planning and decision making.
- Act as the primary Learning & Transformation partner for business leaders and the ICS COE, identifying where the function can add the greatest value and ensuring appropriate engagement throughout the transformation lifecycle.
- Assess new requests to determine business priorities, workforce readiness needs, resource implications and the appropriate Learning & Transformation approach.
- Lead Learning & Transformation engagement for strategic business initiatives, acting as the primary partner from initial intake and discovery through implementation and post-launch adoption.
- Assess business objectives, colleague impacts, adoption risks and organisational readiness to determine the workforce readiness and enablement required, recommending the most effective combination of readiness activities, communications, performance support, learning and leader reinforcement to achieve successful adoption.
- Lead workforce readiness and adoption strategies for strategic business transformation initiatives, ensuring approaches align to business priorities, deliver measurable adoption outcomes, address root causes rather than symptoms, and continuously evolve through stakeholder feedback and implementation insights.
- Partner with business, product and programme teams to simplify adoption, improve colleague experience and remove barriers to successful adoption.
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Transformation Strategy & Business Consulting
- Lead Learning & Transformation engagement for strategic business initiatives, acting as the primary partner from initial intake and discovery through implementation and post-launch adoption.
- Assess business objectives, colleague impacts, adoption risks and organisational readiness to determine the workforce readiness and enablement required, recommending the most effective combination of readiness activities, communications, performance support, learning and leader reinforcement to achieve successful adoption.
- Lead workforce readiness and adoption strategies for strategic business transformation initiatives, ensuring approaches align to business priorities, deliver measurable adoption outcomes, address root causes rather than symptoms, and continuously evolve through stakeholder feedback and implementation insights.
- Partner with business, product and programme teams to simplify adoption, improve colleague experience and remove barriers to successful adoption.
Strategy to Enablement
- Develop integrated readiness and adoption strategies aligned to business priorities and transformation outcomes.
- Partner with Performance Enablement colleagues and subject matter experts to translate readiness strategies into scalable learning, communications, knowledge and performance support solutions.
- Apply and promote modern enablement approaches, including digital learning, performance support, AI-enabled guidance and knowledge management.
- Define success measures for transformation initiatives and monitor workforce readiness, adoption and performance outcomes, using data and insights to identify risks, evaluate impact and inform corrective actions.
- Analyse business data, stakeholder feedback and colleague insights to identify opportunities to improve workforce readiness, adoption, colleague experience and business performance.
- Identify opportunities to leverage AI, automation and emerging technologies to improve productivity, accelerate transformation outcomes and enhance the colleague experience.
- Contribute to the development of governance, standards, frameworks and repeatable approaches that improve the effectiveness, consistency and scalability of the Learning & Transformation function.
Performance, Insights & Continuous Improvement
- Define success measures for transformation initiatives and monitor workforce readiness, adoption and performance outcomes, using data and insights to identify risks, evaluate impact and inform corrective actions.
- Analyse business data, stakeholder feedback and colleague insights to identify opportunities to improve workforce readiness, adoption, colleague experience and business performance.
- Identify opportunities to leverage AI, automation and emerging technologies to improve productivity, accelerate transformation outcomes and enhance the colleague experience.
- Contribute to the development of governance, standards, frameworks and repeatable approaches that improve the effectiveness, consistency and scalability of the Learning & Transformation function.
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Leadership & Collaboration
- Lead cross-functional initiatives involving multiple stakeholders, teams and business partners.
- Coach, support and develop colleagues across the Learning & Transformation team.
- Foster collaboration, knowledge sharing and continuous improvement across the function.
Qualifications
Required Qualifications
- Proven success leading or consulting on large-scale business transformation, organisational change or capability initiatives.
- Strong consulting, problem-solving and stakeholder management skills, with the ability to diagnose business challenges, influence strategic decisions and translate business priorities into practical solutions.
- Demonstrated ability to build trusted relationships and influence senior stakeholders across a complex, matrixed organisation.
- Strong programme and project management capability, with a track record of leading cross-functional initiatives and balancing multiple strategic priorities.
- Ability to use data, insights and business measures to evaluate outcomes, inform decisions and drive continuous improvement.
- Excellent communication, facilitation and stakeholder influencing skills, with the ability to lead through influence and coach others.
- Practical application of AI and digital technologies to improve productivity, colleague experience and business outcomes.
- Familiarity with enterprise technology, digital or business transformation programmes.
- Background in one or more of the following disciplines: learning, organisational change, organisational effectiveness, performance consulting or capability development.
- Knowledge of modern learning, performance support and knowledge management practices.
- Understanding of governance, standards and operating model design.
- Experience working in a global, matrixed organisation; marketing, technology or financial services experience is advantageous.
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
About Us
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 our 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.
About The Team
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.
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