American Express
Performance Enablement Consultant
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Job Description
About Us
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 Role
The Learning & Performance Consultant plays a key role in accelerating business transformation by designing practical, scalable enablement solutions that help International Marketers successfully adopt new platforms, processes, technologies and ways of working.
Working across enablement, learning, change and transformation initiatives, the role helps colleagues build confidence, access knowledge at the point of need and successfully adopt new platforms, processes and ways of working. Solutions may include digital learning, performance support, onboarding, communications, knowledge resources and AI-enabled guidance embedded into the flow of work.
How will you make an impact in this role?
- You'll work across a broad range of learning, enablement and performance initiatives that support International Marketers confidently adopt new platforms, processes and ways of working.
- You'll help solve business performance challenges by identifying practical enablement solutions that improve adoption, reduce time-to-proficiency and create a better colleague experience.
- Working closely with learning leaders, business stakeholders, subject matter experts and product & platform teams, you'll help identify opportunities to improve marketer performance and design practical solutions that support colleagues where they need them most. Depending on the business need, these solutions may include digital learning, onboarding experiences, AI-enabled guidance, knowledge repositories, performance support tools, communications, how-to guides or other resources embedded into the flow of work.
- Using data, feedback loops and business insights, you'll continuously evaluate the effectiveness of these solutions, recommend improvements and help ensure learning and enablement activities deliver measurable business impact.
Responsibilities
Performance Enablement, Adoption & Readiness
- Support learning, enablement and change initiatives that help marketers adopt new platforms, processes and ways of working.
- Assess how changes to platforms, processes or ways of working impact marketers and recommend practical enablement solutions that support successful adoption and performance, which may include learning, communications, performance support AI-enabled guidance.
- Contribute to the development of practical learning and performance support resources that improve marketer confidence, execution quality and day-to-day effectiveness.
- Support onboarding, marketer development and change initiatives across International Marketing.
- Support readiness activities for transformation initiatives by helping define enablement requirements, developing adoption resources and contributing to rollout planning.
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Knowledge & Learning Solution Design
- Develop learner-centred digital learning, knowledge resources, AI prompts, job aids, onboarding materials and performance support that help colleagues succeed in their day-to-day work.
- Support the team's content governance standards by reviewing learning and enablement resources for accuracy, accessibility, consistency and alignment with business processes.
- Create intuitive learning pages, knowledge hubs and digital resource libraries that make it easy for marketers to find answers and complete tasks independently.
- Apply user-centred design principles to create engaging, accessible and easy-to-use learning experiences.
- Help improve the organisation and accessibility of knowledge so marketers can quickly find trusted guidance and performance support when they need it.
AI & Digital Enablement
- Support the adoption of AI-enabled tools and emerging technologies across the marketing organisation.
- Use AI tools to improve knowledge creation, content development, productivity and learning experiences.
- Experiment with new AI capabilities and recommend opportunities to improve the marketer experience.
- Identify opportunities where AI can simplify workflows, improve self-service and enhance the learner experience.
- Contribute to innovative digital enablement solutions that support scalable marketer enablement and business performance.
Performance Insights & Continuous Improvement
- Use learner behaviour, adoption metrics, business performance data and stakeholder feedback to identify opportunities to simplify experiences, improve adoption and increase business impact.
- Monitor learner feedback, adoption trends and knowledge usage to identify opportunities for continuous improvement.
- Translate data and stakeholder feedback into recommendations that improve learning, adoption and marketer performance.
- Support the evaluation and continuous improvement of learning and enablement solutions.
- Produce reports and insights that demonstrate adoption, programme effectiveness and business impact.
Collaboration
- Partner with business stakeholders, subject matter experts and product teams to co-create enablement solutions that support successful business transformation.
- Coordinate content reviews, gather feedback and support the ongoing maintenance of learning and enablement resources.
- Work as part of cross-functional project teams supporting business transformation and change initiatives.
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Qualifications
Minimum Qualification:
- Experience designing and developing learning, knowledge or performance enablement solutions.
- Ability to conduct basic learning needs analysis and translate business or technology changes into practical learning or enablement recommendations.
- Strong written and verbal communication skills, with the ability to simplify complex information into clear, learner-centred content.
- Strong organisational, project management and collaboration skills.
- Strong attention to detail and commitment to maintaining high standards of quality and accuracy.
- Demonstrated ability to analyse performance data and use insights to support continuous improvement.
- Practical experience of using AI to improve productivity, learning or knowledge sharing.
- Demonstrated curiosity about AI and emerging technologies, with the ability to learn and apply new tools quickly.
- Ability to manage multiple priorities in a fast-paced, changing environment.
- Experience working collaboratively with subject matter experts and business stakeholders.
- Demonstrated curiosity, initiative and a continuous improvement mindset, with a willingness to experiment with new ideas and technologies.
Preferred Qualifications
- Experience supporting learning, change, digital transformation or technology adoption initiatives.
- Experience creating digital learning, knowledge resources or performance support content using modern learning tools.
- Experience developing self-service knowledge repositories, internal learning sites or digital resource hubs.
- Familiarity with knowledge management, digital adoption or self-service support approaches.
- Experience working within a large, matrixed organisation or financial services environment.
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
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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