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Learning & Performance Specialist -Travel & Lifestyle Services at American Express

Learning & Performance Specialist -Travel & Lifestyle Services

American Express Phoenix, AZ Full-Time

**You Lead the Way. We've Got Your Back**

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.

This is an opportunity to join the Travel & Lifestyle Services (TLS) organization in the Global Talent & Engagement team (GTE), a central team partnering across all of TLS. GTE designs and delivers first-class learning and knowledge solutions to engage and grow our servicing colleagues and leaders, in order to drive business performance and attract and retain top talent.

The Learning and Performance Specialist (LPS) facilitates a full range of evolving and dynamic learning and performance solutions to our travel consultants. The LPS will deliver and consult on learning solutions which include leading New Hire programs, on-the-job integrated coaching, and various continuing education initiatives. We are a global team focused on enabling our consultants to provide outstanding Membership First experiences showcasing the value of TLS for our Card Members. The LPS partners closely with frontline leadership to support the performance and development of travel consultants across the network.

Responsibilities - Key Deliverables

+ Responsible for the facilitation of end-to-end learning programs to existing and new travel consultants, which include learner centric new hire, continuing education and capability training on new travel tools, destinations, and processes

+ Provides ongoing targeted performance coaching during training periods to TLS front line travel consultants with focus on enabling learners to achieve defined performance metrics

+ Partners with the business to diagnose performance gaps in order to engage in targeted coaching to increase productivity and revenue, improving the Card Member experience as measured through Card Member satisfaction results and servicing standards

+ Partners with operational leadership and serves as an integrated business partner

+ Participates in hub /regional operational leadership meetings and other ad-hoc duties as they arise

+ Elevates performance standards of both newly hired and tenured employees

+ Models a Growth Mindset, embracing challenges and new opportunities


+ Minimum 2 years as a classroom or virtual facilitation or applicable coaching experience

+ Experience working with virtual teams and leadership

+ Experience in facilitating a learner-centric classroom, either in-person or virtually

+ Ability to flex facilitation style and methodology based on learner needs

+ Proficient in the application of performance coaching techniques both in the classroom and on the job

+ Experienced in performance management: diagnosing performance gaps, creating performance improvement plans and coaching for improvement

+ Ability to establish, foster and maintain ongoing relationships with leadership which result in effective partnerships

+ A change agent, one who not only navigates change with ease, but also assists others through the change process

+ Ability to track, analyze and interpret training performance metrics leading to the creation of additional/updated learning solutions which address business and learner needs

+ Ability to develop solutions in ambiguous environments

+ Exceptional communication skills in both the verbal and written contexts

+ Possesses expertise with webinar learning technology such as Adobe Connect or WebEx

+ Proficient in Microsoft PowerPoint, Excel and Word

**Preferred Qualifications:**

+ Travel Industry experience

+ A certificate or degree with emphasis on Education

These positions are available virtually across the US, as well as in our Phoenix, AZ and Sunrise, FL Service Centers. If you reside near our Phoenix, AZ or Sunrise, FL Service Centers, you may be considered for our center based positions.

This role requires schedule flexibility. Although, this role will be designated as a 2nd shift opportunity, with a possible end time of 12am Eastern Standard Time, your schedule will vary between 1st and 2nd shift based on business need. Schedules may include weekends as well.

In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.

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, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

US Job Seekers/Employees - Click here to view the " EEO is the Law " poster and supplement and the Pay Transparency Policy Statement . If the links do not work, please copy and paste the following URLs in a new browser window: to access the three posters.

**Job:** Human Resources

**Primary Location:** United States

**Other Locations:** US-Arizona-Phoenix, US-Florida-Sunrise

**Schedule** Full-time

**Req ID:** 22009283

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