American Express Careers

Sr. Instructional Designer

Phoenix, Arizona; New York, New York; Sunrise, Florida
Customer Care Operations

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Job Description

Operating across the Global Service Network, this position in the Global Service Learning Network (GSLN) is responsible for design, development and implementation of learning solutions for enrichment and leadership effectiveness for all Band 30-40 GSN employees globally, as well as across the GSLN organization.
The ideal candidate will be able to apply advanced adult learning theories into a practical training strategy. The incumbent will manage projects from end to end, while also using instructional design skills to design and develop learning solutions.  When additional resources are needed, will be responsible for leading and collaborating with Instructional Design resources and vendors to implement the solutions.
They will partner with GSLN team members in delivering tailored training solutions to drive performance. The successful candidate will have experience in developing enrichment and leadership learning solutions, with the ability to accurately scope/size work, provide project management disciplines to ensure timely completion, design and develop learning solutions, and perform post-project analysis to measure effectiveness.  
This role will have the ability to influence and drive results in a highly collaborative environment while performance consulting with key business leaders on their short-term and long-term business needs. The ability to communicate effectively in visual, oral and written form and deliver engaging presentations to business leaders is a critical skill for success. The ideal candidate will design and develop learning strategies that will leverage a variety of delivery methods to support the acceleration of learning as measured by business performance.
Key Responsibilities:
  • Create and deploy customized leadership and enrichment learning to drive performance globally
  • Lead enrichment and leadership design projects to successful completion, performing both Senior Instructional Designer and Instructional Designer tasks throughout the project life cycle (Analysis, Design, Development, Implementation and Evaluation)
  • Consult with business partners across geographies to define and craft tailored learning solutions
  • Ensure learning and development needs are matched with business objectives across GSN (Global Servicing Network) and GSLN
  • Promote collaboration, partnership and relationships among the project team
  • Partner with other GSLN colleagues and teams to ensure appropriate sponsorship, adoption and deployment of curricula across processes globally
  • Select, modify, or create a design and development model appropriate for a given project
  • Ability to work with Instructional Designers and vendors
  • Acquire and apply new technology skills to instructional design practice
  • Design learning that reflects an understanding of the diversity of learners and groups of learner, including the demonstrated understanding of cultural differences that may apply
  • Conduct Train the Trainer sessions where appropriate
  • Ensure curricula and courses are mapped appropriately and published in the Learning Management System in a timely matter
  • Demonstrate thought leadership and the ability to drive innovation


  • Extensive experience in Instructional design application with the ability to convert strategies to effective and engaging learning experiences
  • Proven Instructor Led and e-learning Design and Development experience and experience designing, developing and delivering emerging learning solutions including game-based learning, simulations and immersive scenarios requiring multiple branching elements strongly preferred
  • Proven project management and experience with leading multiple project concurrently
  • Measure and report on the impact and effectiveness of training programs
  • Excellent analytical skills, experience with using learning management systems to drive the delivery of training solutions
  • Strong proficiency with industry standard design software (Adobe Creative Suite, Articulate and Captivate)
  • Ability to use Microsoft Office Products in Word, PowerPoint, Excel and Project a must
  • A degree or certification in Performance Technology, Instructional Design, Adult Learning or Teaching is strong desired (Certified Training Professional or Certified Training & Development Professional) is preferred
  • Minimum of 5 years of on-the-job application is desired
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: 19006246
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 8, 2019, 1:57:04 PM
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