Hybrid Learning & Knowledge Management Analyst

American Express Company; Taguig; Hybrid; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Flexible working model with hybrid, on

Hybrid, onsite or virtual arrangements

Job summary

American Express Company in the Philippines is seeking a Training & Knowledge Management Analyst to support new‑hire onboarding and ongoing learning for U.S. Merchant Acquisition and Sales Enablement.

This individual contributor role delivers training, maintains learning resources, and analyzes results within established plans. Working with leaders and subject matter experts, the analyst recommends practical improvements that help colleagues strengthen merchant conversations and build

Qualifications

• Experience in training delivery, learning development, knowledge management, sales enablement, or related operations.
• Strong facilitation, writing, and editing skills for virtual and in‑person learning and clear, practical guidance.
• Knowledge of adult learning principles and experience creating exercises, assessments, and job aids.
• Ability to coordinate priorities and deadlines, partner with subject matter experts, and validate content.
• Ability to analyze data and feedback to identify learning needs and assess training effectiveness.
• Proficiency with presentation, document, spreadsheet, and collaboration tools; ability to learn training and knowledge platforms.
• Sound judgment in protecting confidential information and following approved policies and procedures.

Responsibilities

• Deliver new‑hire training on merchant acquisition, products, outreach, qualification, applications, systems, and documentation.
• Facilitate refresher training on merchant conversations, objection handling, process accuracy, and acquisition tools.
• Create and update training guides, job aids, practice exercises, and knowledge checks for different learning needs.
• Coordinate training schedules, guided practice, and readiness checks with frontline leaders and subject matter experts.
• Update training and guidance for approved product, policy, process, and system changes, including privacy requirements.
• Analyze quality trends, operational data, and feedback to identify learning gaps and recommend targeted reinforcement.
• Maintain searchable procedures, FAQs, talking points, and troubleshooting resources; communicate updates.
• Coordinate content reviews with designated owners, track required approvals, maintain version records, and retire outdated materials.
• Track training completion, assessment results, and readiness milestones to support leaders’ review of proficiency and quality.
• Monitor knowledge-resource usage and accuracy; report training results, content gaps, and improvement recommendations.

Skills

Facilitation

Writing

Editing

Adult learning

Data analysis

Presentation tools

Education

Learning/instructional design or related education

Tools

Learning platforms

Job description

American Express Company in the Philippines is seeking a Training & Knowledge Management Analyst to support new‑hire onboarding and ongoing learning for U.S. Merchant Acquisition and Sales Enablement.

This individual contributor role delivers training, maintains learning resources, and analyzes results within established plans. Working with leaders and subject matter experts, the analyst recommends practical improvements that help colleagues strengthen merchant conversations and build