American Express Careers

Manager, Global New Hire Learning Design – Travel and Lifestyle Services

Sunrise, Florida
Human Resources

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Job Description

This is an opportunity to join the Travel & Life Style (TLS) organization in the Global Network Enablement team (GNET), a central team partnering across all of TLS to enable the business to run smoothly and efficiently.
The Global Network Enablement team consists of three functional areas:
  • Frontline Enablement: Recruitment, L&D and communication for the premium contact center
  • Frontline Optimization: Consultant productivity and performance
  • Business Enablement: Travel operations support for ops and analytics for Travel & Lifestyle Services
 
This Learning Design Manager role sits within the Frontline Enablement Team and reports to the Director of Learning Delivery (Americas) and Global Learning Design.
 
The Learning & Development team’s role is to build the capabilities of the TLS Travel Consultant and Contact Center Leadership by creating innovative and value-added change management, learning and development solutions.
 
This position will be focused on leading the Global New Hire design team, executing central strategies, using performance consulting techniques to assess needs, identifying the root cause of business problems and creating formal and informal learning solutions for the TLS business. The successful candidate will work closely with senior leaders, SMEs and other team members to develop instructor-led face-to-face, instructor-led live virtual, leader-led, and asynchronous e-learning solutions.
 
Since the TLS workforce is global and diverse, it is critical to leverage technology and provide creative solutions that can be easily deployed to a wide-spread global audience in multiple languages. As part of the overall design methodology, the candidate will also develop robust measurement strategies— lead, conduct and manage all levels of evaluation.
Instructional design methodology should include various advanced mediums such as video, podcast, mobile e-learning applications design, gaming solutions, social media collaboration, and should bring new innovations to the design team.

Qualifications

Requirements
  • Knowledge and experience in applying Adult Learning Principles
  • Knowledge and application of training design and development and project management skills. Must be able to function in a multi-task environment, as part of a team and individually
  • Professional memberships/certifications (e.g., ATD, SHRM, NBCC, etc.) and networks highly desired
  • Experience working with vendors and contactors
  • Advanced working knowledge using Microsoft Word and PowerPoint, Publisher, Excel and Outlook
  • Advance Proficiency using instructional design tools – Articulate Storyline, Adobe eLearning Suite and Master Collection, Camtasia, Captivate, Photoshop, Illustrator, Macromedia Flash, and Premier Pro.
  • Experience developing eLearning programs that are SCORM/AICC compliant
  • Attention to detail in creating and proofing materials, establishing priorities and meeting deadlines
  • Proficient working knowledge with LMS’s and LCMS’s
  • Excellent written and verbal communication, project management, and problem solving skills
  • Flexible and responsive to rapid change, strong ability to operate in a dynamic and reactive environment
  • Demonstrates creative problem solving capability
  • Seeks opportunities for continuous improvement
  • Enjoys working with others in a collaborative, social environment
 
Experience
  • 5 plus years of related instructional design experience. Diverse work experiences including small and large employer work environments essential. Previous instructional design experience in the banking and financial industries preferred.
  • Experience developing content for global multi-lingual audiences. Candidate must have previous experience with global SME’s, stakeholders, and learners.
  • Experience in designing and developing comprehensive programs and evaluation plans that incorporate adult education principles, experiential learning techniques and demonstrates impact on key business metrics; actively collaborating and contributing to effective teamwork as part of a global learning & development team.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 18003381
Schedule (Full-Time/Part-Time): Full-time
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