Manager - Strategy and Knowledge Management

American Express; Burgess Hill; On-site; GBP 90,000 - 130,000; Full time

Job summary

American Express in the United Kingdom is seeking a Manager, Servicing Strategy & Knowledge Management to lead transformation across the Servicing Strategy portfolio and translate strategy into scalable, measurable improvements.

The role partners with Product, Technology and COEs to design and implement service delivery models that improve efficiency, governance and the colleague experience at scale.

Qualifications

• Extensive experience in service delivery, operational excellence, process improvement and transformation.
• Proven leadership of cross-functional transformation initiatives from strategy through execution.
• Strong process redesign and continuous improvement capability.
• Excellent project and programme management skills with governance and risk handling.
• Strategic thinking and strong problem-solving abilities.
• Knowledge management, content governance and taxonomy design as enablers of service delivery.
• Experience using data and performance measures to assess service health and impact.
• Excellent communication, influencing and stakeholder engagement skills, including change management.
• Experience with AI-enabled tools, workflow automation, or chatbot integration is a plus.

Responsibilities

• Lead and deliver strategic transformation initiatives across the Servicing Strategy portfolio with clear roadmaps and governance.
• Drive operational excellence by standardising and optimising service delivery across markets and domains.
• Lead process redesign from discovery to implementation using data and stakeholder insights.
• Provide strong project management across multiple transformation workstreams with risk and dependency tracking.
• Partner with Product, Technology, COEs and regional teams to design scalable service delivery models.
• Shape business cases and executive-ready materials detailing opportunities, benefits, and implementation plans.
• Define performance measures and service health indicators to sustain improvement over time.
• Maintain knowledge management as a strategic enabler of service transformation, including content governance.
• Identify knowledge gaps and opportunities to improve self-service and resolution quality.
• Ensure knowledge artifacts are created and maintained to support execution and adoption.
• Provide leadership, coaching, and cross-functional collaboration to deliver with excellence.

Skills

Service delivery

Operational excellence

Process improvement

Transformation

Programme management

Knowledge management

Cross-functional leadership

Strategy & problem-solving

Data-driven

Stakeholder communication

AI tools

Job description

Description

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.

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.

About the Team

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.