Learning & Performance Specialist

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 this 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.

How will you make an impact in this role?

The Global Learning & Knowledge Management (GLKM) team provides a full range of dynamic, evolving learning and performance solutions that enrich our colleagues’ skills and knowledge, powering engagement and driving business results. We are a distributed team responsible for developing complete learning strategies, crafting innovative learning solutions, and delivering experiential learning experiences. We make transformation possible by – attracting our future leaders, crafting and delivering best-in-class learning, engaging and retaining top talent. 

The Learning and Performance Specialist (LPS) facilitates a full range of evolving and dynamic learning and performance solutions to our colleagues. The LPS will deliver and consult on learning solutions which include leading New Hire programs, on-the-job integrated coaching, and various continuing education initiatives.  We are a global team focused on enabling our colleagues to provide outstanding customer experience. The LPS partners closely with frontline leadership to support the performance and development of colleagues across the network.

Job Responsibilities:

• Responsible for the facilitation of end-to-end learning programs to existing and new colleagues, which include learner centric new hire, continuing education and capability training on new tools and processes.
• Provides ongoing targeted performance coaching during training periods to frontline colleagues with focus on enabling learners to achieve defined performance metrics.
• Partners with the business to diagnose performance gaps to engage in targeted coaching to increase speed to proficiency, improving the Card Member experience as measured through Card Member satisfaction results and servicing standards.
• Partners with operational leadership and serves as an integrated business partner.
• Participates in hub /regional operational leadership meetings and other ad-hoc duties as they arise.
• Elevates performance standards of both newly hired and tenured colleagues.
• Models a Growth Mindset, embracing challenges and new opportunities.

Minimum Qualifications:

• Experience with new hire training and on-the-job training environment.
• Ability to flex facilitation style and methodology based on learner needs.
• Strong interpersonal, verbal, and written communication skills; utilizing various forms of technology to communicate and collaborate.
• People leadership experience with shown leadership and consulting abilities, displays agility in work style to adapt, change quickly and succeed in a fast paced and dynamic environment.
• Strong passion for coaching and ability to drive performance through developmental strategies.
• Experienced in performance management: diagnosing performance gaps, creating performance improvement plans, and coaching for improvement.
• Ability to establish, foster and maintain ongoing relationships with operational leadership which result in effective partnerships.
• A change agent, one who not only navigates change with ease, but also assists others through the