At a Glance
- Tasks: Lead strategic transformation initiatives and optimise service delivery processes.
- Company: Join American Express's Colleague Experience Group, focused on enhancing colleague experiences.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities to work with cutting-edge technology and cross-functional teams.
- Why this job: Make a real impact by shaping the future of colleague services and operational excellence.
- Qualifications: Experience in service delivery, project management, and process improvement is essential.
The Colleague Experience Group (CEG)—Amex’s Human Resources function—is responsible for all colleague-related benefits and programs globally, including career growth and development, leadership and learning, total rewards and well-being, recruitment, labor relations, colleague servicing, and more. CEG’s vision is to provide the best colleague experience every day to fuel growth, and they are committed to ensuring all of Team Amex has the resources and support they need to be and deliver their best.
The Colleague Experience Servicing Strategy refers to the structured approach American Express and Colleague Experience Group is taking to deliver support services to its 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.
The Manager, Servicing Strategy & Knowledge Management will play a critical role in shaping and driving transformation across multiple workstreams within the Servicing Strategy. This is a versatile, leadership role for someone who can translate strategy into execution, lead complex cross-functional initiatives, redesign processes, partner with technology, product and servicing teams to implement, and strengthen operational excellence across service delivery. While knowledge management remains an important component of the role, the broader goal is on enabling the Servicing Strategy to scale with a focus on building stronger operational capabilities.
Through strong project management, data-driven insights, process redesign, and continuous optimisation, the Manager will help move servicing models from fragmented or reactive ways of working toward more proactive, scalable, and colleague-centred operations. The role will partner across Servicing Strategy, Product, Technology, COEs, and regional servicing teams to shape transformation roadmaps, define delivery plans, manage execution, and embed sustainable service improvements.
Responsibilities
- Lead and deliver strategic transformation initiatives across the Servicing Strategy portfolio, translating the Servicing Strategy into clear roadmaps, milestones, governance routines, and measurable outcomes.
- Drive operational excellence by identifying opportunities to simplify, standardise, and optimise service delivery processes across tiers, markets, and servicing domains.
- Lead process redesign efforts from discovery through implementation, using data, colleague insights, case trends, and operational feedback to improve service quality, efficiency, controls, and colleague experience.
- Provide strong project and programme management across multiple transformation workstreams, ensuring clear ownership, disciplined execution, risk management, stakeholder alignment, and timely delivery.
- Partner with Product, Technology, COEs, regional servicing teams, and operational leaders to design scalable service delivery models that support current priorities and future growth.
- Shape recommendations, business cases, and executive-ready materials that clearly articulate transformation opportunities, benefits, dependencies, trade-offs, and implementation plans.
- Define and embed performance measures, service health indicators, and continuous improvement routines to monitor impact and sustain operational excellence over time.
- Maintain responsibility for knowledge management as a strategic enabler of service transformation, including content governance, taxonomy, content lifecycle management, knowledge architecture, and readiness for AI-enabled servicing tools.
- Use case histories, servicing data, colleague feedback, and operational insights to identify knowledge gaps, process defects, and opportunities to improve self-service, assisted service, and resolution quality.
- Ensure relevant knowledge artifacts are created, updated, and maintained in the knowledge management platform to support operational execution, service delivery consistency, and adoption of redesigned processes.
- Provide effective leadership by setting clear direction, coaching colleagues, influencing cross-functional partners, and creating the structure needed for teams to deliver with excellence.
Qualifications
- Extensive amount of experience in service delivery, operational excellence, process improvement, transformation, programme management, knowledge management, or a related field.
- Proven experience leading complex, cross-functional transformation initiatives from strategy through execution, ideally within HR, HR shared services, operations, or customer/colleague experience environments.
- Strong process redesign and continuous improvement capability, with the ability to diagnose operational pain points, simplify ways of working, and implement scalable service delivery improvements.
- Excellent project and programme management skills, including planning, governance, stakeholder management, risk mitigation, dependency tracking, and executive-level reporting.
- Strong strategic thinking and problem-solving skills, with the ability to shape ambiguous opportunities into structured plans and drive progress across multiple priorities.
- Understanding of knowledge management, content governance, knowledge platforms, taxonomy design, and content lifecycle management as enablers of effective service delivery.
- Experience using data, insights, and performance measures to assess service health, identify improvement opportunities, and demonstrate transformation impact.
- Excellent communication, influencing, storytelling, stakeholder engagement, and change management skills, including the ability to prepare clear materials for senior audiences.
- Experience with AI-enabled tools, workflow automation, case management platforms, or chatbot integration is a plus.
Employment eligibility to work with American Express in (the country) is required as the company will not pursue visa sponsorship for these positions.
Manager - Strategy and Knowledge Management in Brighton employer: American Express
American Express is an exceptional employer that prioritises the colleague experience, offering a dynamic work culture focused on growth, collaboration, and innovation. With a commitment to employee development and well-being, team members benefit from comprehensive resources, leadership opportunities, and a supportive environment that fosters operational excellence. Located in a vibrant setting, employees enjoy unique advantages such as access to cutting-edge technology and a strong emphasis on work-life balance, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Manager - Strategy and Knowledge Management in Brighton
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We think you need these skills to ace Manager - Strategy and Knowledge Management in Brighton
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to American Express.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of American Express. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at American Express
✨Showcase Your Leadership Style
You’ll want to thoroughly convey your unique approach to leadership. During the interview with American Express, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at American Express, especially in the specific context of the challenges they’re currently facing.
✨Craft Your Vision for the Company
Since this is a full-time leadership role, spending time thinking about your vision for American Express could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
✨Emphasise Team Dynamics and Culture
In corporate leadership, team dynamics and organisational culture are everything. Be ready to discuss how you've fostered a positive work environment in previous roles. Bring up examples of how you've managed diverse teams effectively—this will resonate well at American Express as they’re likely seeking a candidate who can enhance their workplace culture.
