Learning and Performance Specialist

Job description

American Express is looking for an experienced Learning & Performance (L&P) Specialist to successfully on-board and conduct end to end training to our new Travel Counselors joining American Express Travel & Lifestyles Services (TLS). Our Travel & Lifestyles Professionals provide best-in-class travel and concierge services to American Express consumer Card Members. This position will be primarily responsible for the on-boarding and training for all Call Center and Work at Home Travel Counselors to meet performance expectations within specified timelines. In addition, the L&P Specialist will provide performance coaching, development, call monitoring, and ongoing feedback to new hires to drive results, as well as leading and developing the temporary Quality Mentors, who assist with coaching. This position will also be responsible for the facilitation of technical and customer sales and service training solutions. These solutions will enable travel staff to develop and build upon their skills and knowledge that drives consultative sales and service behaviors. In addition, the L&P Specialist will be responsible for supporting network coaching and development needs identified through structured processes and also partner with and leverage relationships with the Extraordinary Care Team (ECT), Customer Service, and Line Leadership. Establishing a climate for learning, presenting information clearly, responding to trainees concerns, and providing ways for trainees to evaluate their own progress toward achieving optimal performance will also be an important role for this position.

Primary responsibilities include:

• Ability to translate a wide variety of material and content into a fully actionable and effective learning program, activity or event

• Deliver classroom and blended programs that add value to the learner and their business area

• Responsible for targeted balanced coaching and on-the-job reinforcement activities to drive results with learner and coaches

• Key accountability for managing learner performance in achieving pre-defined performance goals, apply a systematic approach to improving current performance, identify gaps between existing and required performance, analyze the causes and factors that limit performance and implement learning solutions that focus on and deliver results

• Responsible for making recommendations on learner progress in terms of overall performance and job fit

• Organizational agility – ability to flex and adjust to meet changing business needs

• Remain abreast of trends and development in adult education, e-learning and technology supported training

• First point of contact for LOB partners – provide performance updates to Line of Business leaders with confidence and credibility

• Responsible for leading on-the-job training, provide on the floor support to trainees in an OJT environment as part of new hire process

• In conjunction with manager, evaluate training delivery effectiveness on an on-going basis to make recommendations for improvement

• Be aware of TLS local market results and performance targets and proactively focus training initiatives on areas of opportunity to drive results

• Identify needed revisions to training materials and communicate these to design team

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Desired profile

We are looking for results-oriented candidates with the following qualifications:

• Minimum 2 years Travel/Lifestyle/Learning experience or Adult Education Certification

• Highly proficient facilitation and Instruction abilities using multiple methodologies, virtual delivery experience preferred

• Experience of working with remote teams and leadership (preferred)

• Highly motivated, self starter with a high level of personal accountability able to manage multiple priorities with a sense of urgency

• Familiarity with various training delivery methodologies (i.e. e-learning, web based type training, and virtual classroom)

• Ability to prepare comprehensive and engaging documentation, hints & tips, job aids, targeted at different audiences

• Very well developed coaching and performance management abilities

• Above average communication across a variety of channels

• Proven ability to lead and develop a team, in a fast paced and dynamic environment, driving metric performance and speed to competence

• Developed consulting abilities

• Strong analytical skills, able to translate multiple data points into clear performance trends for coaching discussions

• Ability to develop and maintain relationships

• Emotional Intelligence - Ability to self critique and manage with positive mindset. Has a Growth Mindset – keen to tackle new challenges and develop themselves and others

• Curious and future focused, seeks out evolving and innovative ways to add value to the business

• Willing to speak out and challenge the status quo to enhance the learner experience

• Bi-lingual skills is an advantage

• Experience delivering performance improvement programs a strong plus

• Must be able to travel (Approximately 25% ) Position may be virtual – United States

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. Click here to view the "EEO is the Law" poster and supplement and the Pay Transparency Policy Statement .