Don’t just work for a market leading global company. Help grow one

American Express entered the travel business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. Travel and Lifestyle Services (TLS) is a key component of the value proposition of the American Express premium card products. TLS is focused on delivering Travel and Lifestyle benefits which allow American Express to create differentiation and loyalty with premium CMs. With over 6,000 frontline colleagues across 23 markets, TLS is a truly global organization. We make membership come to life, every day!

The Manager of Knowledge Management Content Writing will play a leadership role on the TLS Global Knowledge Management Team to ensure servicing colleagues have the most up-to-date and relevant knowledge information at their fingertips – looking after the intake of new documentation, technical writing of content and overall management of our TLS content library.

This position manages a team of technical writers who document and review supporting documentation to ensure that all business requesters and process owners’ procedures align to a consistent voice of servicing that represents the brand of American Express in both performance capabilities and learning content. The content writing team uses systems such as Comet, CHC, ServiceNow and Jive (The Square) to deliver our Knowledge Management goals.

The successful candidate will need to have exceptional technical writing and capacity planning skills, and creative thinking to deliver critical knowledge and information to our frontline travel consultants. This role operates in the premium customer space and the successful incumbent must have exceptional understanding of this segment and the requirements of those servicing it.

Responsibilities

• Lead a team of Knowledge Management content writers – tracking which writers are tasked to which content based on priorities and capacity
• Lead the development and delivery of knowledge content for our frontline travel consultants – maintaining consistent quality standards and processes across the team
• Partner with stakeholders in our TLS Servicing and Center of Excellence teams to ensure continuous accuracy and accessibility of content
• Lead the intake, creation, and support ongoing governance of knowledge management content
• Drive increased awareness of and usage with our primary knowledge management tools
• Ensure high impact and appropriate benchmarks and metrics are in place

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

Amex Flex

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

• Strong writing/editing and verbal communication skills, with high understanding of appropriate grammar. Strong attention to detail.
• Confidence with simplifying complex procedures/information in an easy-to-understand format for our colleagues.
• In-depth knowledge of technical writing standards/principles and knowledge of HTML
• Experience working with knowledge management systems and project intake systems
• Demonstrated ability to lead and partner with cross-functional, virtual teams and operate autonomously, making complex decisions in situations of ambiguity and time pressure.
• Track record of successfully managing multiple projects at once and delivering project plans with measured results. Demonstrated ability to meet deadlines and work well under pressure with excellent project management skills.
• Demonstrates creative thinking, strong decision-making, flexibility, and the ability to manage and drive change
• Enthusiastic and fun with a passion for travel

Why American Express?

There’s a difference between having a job and making a difference.

Amex have been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com.