Strategic Servicing & Knowledge Lead

American Express; Greater London; Hybrid; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Flexible working model

Parental leave policy

Well-being benefits

Job summary

American Express seeks a Manager for Servicing Strategy & Knowledge Management to lead cross-functional transformation across the Servicing Strategy portfolio. You will translate strategy into actionable roadmaps, drive operational excellence, and redesign processes with data-driven insights.

Partner with Product, Technology and regional teams to implement scalable service delivery models, embed knowledge governance, and deliver measurable improvements in colleague experience.

Qualifications

• Extensive experience in service delivery, operational excellence, process improvement, transformation programmes, knowledge management or related field.
• Proven experience leading complex cross-functional transformation initiatives from strategy through execution, ideally in HR/colleague experience environments.
• Strong process redesign and continuous improvement capabilities to diagnose pain points and implement scalable service improvements.
• Excellent project and programme management with governance, risk mitigation, and executive reporting.
• Strong strategic thinking to shape opportunities into structured plans and drive progress across priorities.
• Knowledge management, content governance, taxonomy design and lifecycle management as enablers of service delivery.
• Experience using data and performance measures to assess health and improvements.
• Excellent communication, influencing, storytelling and stakeholder management skills.
• Experience with AI-enabled tools, automation, or chatbots is a plus.

Responsibilities

• Lead and deliver strategic transformation initiatives across the Servicing Strategy portfolio with clear roadmaps and measurable outcomes.
• Drive operational excellence by simplifying and standardising service delivery processes across markets.
• Lead process redesign from discovery to implementation using data and feedback to improve quality and efficiency.
• Provide strong project and programme management with clear ownership and timely delivery.
• Partner with Product, Technology and regional teams to design scalable service delivery models.
• Shape business cases and executive-ready materials for transformation opportunities.
• Define and embed performance measures and continuous improvement routines.
• Maintain responsibility for knowledge management as a strategic enabler of transformation.
• Identify knowledge gaps and opportunities to improve self-service and resolution quality.
• Create and maintain knowledge artifacts to support execution and adoption of redesigned processes.
• Provide leadership, coaching and clear direction for teams to deliver with excellence.

Skills

Service delivery

Operational excellence

Process improvement

Transformation programme management

Knowledge management

Data-driven decision making

Stakeholder engagement

Change management

AI-enabled tooling awareness

Tools

Knowledge management platforms

AI-enabled tools

Workflow automation

Case management platforms

Chatbot integration

Job description

American Express seeks a Manager for Servicing Strategy & Knowledge Management to lead cross-functional transformation across the Servicing Strategy portfolio. You will translate strategy into actionable roadmaps, drive operational excellence, and redesign processes with data-driven insights.

Partner with Product, Technology and regional teams to implement scalable service delivery models, embed knowledge governance, and deliver measurable improvements in colleague experience.