Job Description

The Knowledge Management and Learning Capabilities Team within Global Servicing Products and Experiences drives the delivery of servicing knowledge to solutions that enable our colleagues to provide superior support services. This role is within our Knowledge Management and Learning Capabilities Team and is ideal for candidates who are passionate about solving business problems, improving user experiences, and exploring emerging technologies such as Generative AI.

Our team sits at the intersection of business, operations, technology, learning, and customer service. We focus on transforming how frontline, back-office and support colleagues’ access and interact with servicing knowledge, ensuring they have the right information at the right time to deliver exceptional customer experiences.

You will have the opportunity to work on emerging AI and Generative AI solutions that are reshaping how servicing knowledge is created, managed, searched, and consumed across the enterprise.

How will you make an impact in this role?

Our Knowledge Transformation team is reimagining how frontline colleagues access, consume, and interact with servicing knowledge This also includes working with Knowledge Management platforms that create and maintain servicing knowledge that is used in various colleague and customer channels within Global Servicing and other business units as well. We are leveraging digital capabilities, data-driven insights, and emerging AI technologies to create intuitive support experiences that help our colleagues deliver exceptional customer service.

In this role, you will:

• Partner with third-party vendor, business, operations, technology, and learning teams to identify opportunities to improve colleague experiences.
• Help shape and deliver digital solutions that simplify how servicing knowledge is created, managed, and consumed.
• Analyze colleague feedback, operational pain points, and performance data to identify improvement opportunities.
• Contribute to initiatives involving Generative AI, intelligent search, knowledge management, and digital transformation.
• Support the end-to-end delivery of transformation initiatives from discovery through implementation and adoption.
• Drive stakeholder engagement and help ensure successful change adoption across the organization.

We are looking for candidates with strong problem-solving abilities, stakeholder management skills, curiosity about emerging technologies, and a passion for improving user experiences.

• Support the planning and delivery of Knowledge Transformation initiatives that improve colleague and customer experiences.
• Gather, analyze, and document business requirements and translate them into actionable solutions.
• Partner with technology, operations, learning, and servicing teams to drive alignment and successful execution.
• Use data, feedback, and operational insights to identify opportunities for process and experience improvements.
• Assist in the development and implementation of digital capabilities, including AI-powered and GenAI-enabled solutions.
• Track project milestones, risks, dependencies, and key success metrics.
• Create presentations and communications for stakeholders and leadership audiences.
• Support testing, change management, training, and adoption activities.
• Continuously explore emerging technologies and industry trends to bring innovative ideas to the team

Required

• Bachelor’s degree in business, technology, engineering, learning or a related field.
• 2-5 years of experience in product, business analysis, consulting, operations, transformation, project management, learning, knowledge management, servicing, or related fields.
• Strong analytical and problem-solving skills.
• Ability to structure ambiguous problems and develop practical solutions.
• Excellent written and verbal communication skills.
• Experience working with multiple stakeholders and managing competing priorities.
• Demonstrated curiosity and willingness to learn new technologies and ways of working.

Preferred

• Exposure to Agile methodologies, project delivery, or product development practices.
• Experience using data and insights to drive decision-making.
• Interest in digital experiences, knowledge management, AI, or Generative AI technologies.
• Experience supporting change management, process improvement, or transformation initiatives.
• Familiarity with tools such as Jira, Confluence, SharePoint, Power BI, Tableau, or similar platforms.

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.