Vice President, Learning Architecture & Content

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

The Strategic Planning & Operational Enablement (SPOE) team within the Global Support, Enablement and Control (GSEC) organization provides operational support and drives results for Global Servicing (GS) through workforce planning, real-time performance management, and strategic enablement. SPOE also plays a critical role in delivering and evolving learning and performance solutions that build colleague capability and drive business outcomes.

The Learning Architecture & Content team is responsible for defining how learning and knowledge content is designed, structured, and delivered across GS. The team integrates instructional design, content strategy, and knowledge management to create scalable, consistent, and high-quality experiences that enable colleagues to perform at their best.

This Vice President will lead a global organization accountable for end-to-end learning architecture, instructional design, and knowledge content. The role will define and execute a unified approach to learning and content, ensuring alignment to GS priorities, operational needs, and regulatory requirements.

As the global lead for learning architecture and content within SPOE, this individual will drive transformation across learning and knowledge ecosystems, embedding disciplined portfolio management, scalable design practices, and robust content governance to enable performance at scale.

How will you make an impact in this role
Global Servicing (GS) is evolving, requiring faster, more scalable, and consistent approaches to learning and knowledge. Connecting these experiences is critical to enabling colleague performance, improving customer outcomes, and operating effectively in a complex, regulated environment.
This role brings together learning architecture and knowledge management to create a unified, scalable ecosystem that improves speed to proficiency, enhances content quality, and drives measurable business impact.

Key Responsibilities
. Set and drive the Learning Architecture & Content strategy aligned to GS priorities, operational goals, and business outcomes
. Lead a global, high-performing organization of instructional design, content, and knowledge management teams, fostering an inclusive and results-driven culture
. Oversee a complex global portfolio of learning and content initiatives, ensuring strong governance, on-time delivery, and measurable impact
. Drive the design and delivery of scalable, modern learning solutions that are aligned to performance outcomes and adoption goals
. Establish and govern enterprise content standards, operating models, and quality frameworks across learning and knowledge ecosystems
. Partner closely with the VP, Learning Support & Enablement to lead the end-to-end Knowledge Management strategy, including content transformation, governance, and optimization of platforms such as the Colleague Help Center (CHC)
. Integrate learning and knowledge experiences to deliver seamless performance support for GS colleagues
. Drive large-scale content transformation to simplify, standardize, and improve the usability and accuracy of colleague-facing content
. Ensure strong governance, risk management, and compliance across all learning and content deliverables
. Drive operational excellence through process optimization, automation, and continuous improvement
. Lead change management and adoption strategies to embed new tools, processes, and ways of working across GS

Required Qualifications
. Proven executive leadership with the ability to influence and drive outcomes across a global, matrixed organization
. Extensive experience leading learning, instructional design, content, or knowledge management organizations at scale
. Demonstrated success leading large-scale transformation within enablement, learning, or operational environments
. Strong strategic mindset with the ability to translate business priorities into scalable learning and content solutions
. Deep understanding of GS operations and performance enablement ecosystems
. Experience with content management systems, learning platforms, and knowledge ecosystems
. Strong understanding of governance, risk, and compliance frameworks
. Track record of delivering results through collaboration, influence, and disciplined execution
. Strong analytical capability with a focus on data-driven decision-making and continuous improvement
. Experience leading and developing geographically dispersed, high-performing teams

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

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