Manager - Strategy and Knowledge Management

American Express
London
Workplace: HybridFull timeFunction: Strategy & Corporate DevelopmentSkills: ["Strategic thinking","Problem-solving","Communication","Stakeholder engagement","Change management"]

Lead HR Colleague Experience servicing transformation by turning servicing strategy into roadmaps, governance routines, and measurable outcomes. Drive operational excellence through process redesign and continuous optimization across tiers, markets, and domains, using colleague insights, case trends, and performance measures. Partner with Product, Technology, COEs, and regional teams to design scalable service delivery models, build business cases, and strengthen knowledge management (taxonomy, content governance, lifecycle) to enable more proactive, colleague-centred operations.

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FursaFursa
American Express
American Express
2 days ago

Manager - Strategy and Knowledge Management

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Last checked: 13 hours agoStatus: Live

Job Summary

Lead HR Colleague Experience servicing transformation by turning servicing strategy into roadmaps, governance routines, and measurable outcomes. Drive operational excellence through process redesign and continuous optimization across tiers, markets, and domains, using colleague insights, case trends, and performance measures. Partner with Product, Technology, COEs, and regional teams to design scalable service delivery models, build business cases, and strengthen knowledge management (taxonomy, content governance, lifecycle) to enable more proactive, colleague-centred operations.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Manager level

Key Responsibilities

  • •Lead and deliver strategic transformation initiatives across the Servicing Strategy portfolio, translating strategy into roadmaps, milestones, governance, and measurable outcomes.
  • •Drive operational excellence by simplifying, standardising, and optimising service delivery processes across tiers, markets, and servicing domains.
  • •Lead process redesign from discovery through implementation using data, colleague insights, case trends, and operational feedback to improve quality, efficiency, controls, and experience.
  • •Provide project and programme management across multiple transformation workstreams, ensuring ownership, disciplined execution, risk management, stakeholder alignment, and timely delivery.
  • •Maintain responsibility for knowledge management, including content governance, taxonomy, content lifecycle management, knowledge architecture, and readiness for AI-enabled servicing tools.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementPaid ParentalWellness StipendCounseling Support

Key Requirements

  • •Extensive experience in service delivery, operational excellence, process improvement, transformation, programme management, or knowledge management.
  • •Proven experience leading complex cross-functional transformation initiatives from strategy through execution, ideally in HR, HR shared services, operations, or colleague experience environments.
  • •Strong process redesign and continuous improvement skills, including diagnosing operational pain points and implementing scalable service delivery improvements.
  • •Excellent project and programme management skills (planning, governance, stakeholder management, risk mitigation, and executive reporting).
  • •Strong knowledge management capability, including content governance, taxonomy design, and content lifecycle management.
Experience:HR shared servicesOperationsService deliveryProcess improvementKnowledge managementTransformation
Skills:Strategic thinkingProblem-solvingCommunicationStakeholder engagementChange management
Languages:US
Tech Stack:Knowledge management platformTaxonomy designContent lifecycle managementAI-enabled toolsWorkflow automationCase management platformsChatbot integration

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn