Director Global Frontline Strategy Change Management American Express Brighton

Job Description
The Director of Front Line Strategy and Change Management in the Global Consultant Strategy and Development (GCSD) team are responsible for all global change projects impacting our front line employees.

These projects have a strong people focus and centre around making it easier for the front line employees to do their job and improve the overall customer experience.

This position is a key role in the Global Consultant Strategy and Development organization, and will be a single point of contact across a matrix of stakeholders.

The incumbent will need to combine strategic thinking, analysis, planning and execution with a passion for our customers and front line employees.

This position adds value by demonstrating in-depth knowledge of customer needs, competitive activity and internal operations to guide solutions that drive the optimal customer and business outcomes.



Responsibilities

· Lead development and implementation of TLS strategic and tactical plans by partnering across markets and with other lines of business.

· Deliver on GCSD elements of TLS transformation programme over next 24 months.

· Lead the TLS Global Recruitment Strategy in partnership with Global Talent and Development

· Develop a cohesive knowledge management strategy - including but not limited to policies, procedures and supplier knowledge

· Effectively influence and drive collaboration and innovation across TLS to achieve implementation of strategy.

· Manage communications regarding strategy and gain support for change, removing obstacles that block or slow the implementation to change.

· Responsible for project management for project teams, develop project plans and execute project deliverables. Articulate goals, plan resources, and manage deliverables.

· Manage change priorities for front line.

· Develop robust processes and procedures to manage change for the frontline including improved knowledge management and communication tools in partnership with Communications team.

· Serve as the single point of contact for the Line of Business partner into Travel and Lifestyle Services for front line change initiatives such as new or improved global/international benefits.

· Lead 3-4 Direct Reports and an overall team of around 6

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

Required Skills

· Strong customer focus

· Travel or travel related experience

· Strategy and/or consulting experience preferred

· Demonstrated business expertise and knowledge (business acumen) and the ability to consult internally and/or externally

· Proven ability to manage multiple projects - be accountable for individual & project results and drive change across functions.

· Ability to build relationships, collaborate and influence across a matrix organization Demonstrated prioritization, organizational, analytical and research skills as well as the ability to conceptualize more complex issues and work on complex processes, procedures or solutions

· Strong analytical ability and the skill to leverage these analyses to define strategies and identify opportunities

· Strong strategic thinking/thought leadership and proven ability to challenge the status quo Proven ability to foster strong working relationships with partners within Travel and Lifestyle Services and across the Blue Box

· Experience in leading and developing a team required

· Experience in CPS, WS, GNICS or TLS a distinct advantage

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