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 Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG, the Colleague Services (CS) organization plays a critical role in providing outstanding services, capabilities, data, and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business.
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.
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.
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.
