At American Express, our culture is built on a 175-year history of innovation, shared values 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.
How will you make an impact in this roleThe VG Lead key responsibilities include:
Lead with a strong growth mindset for Customer First principles and Value Generation
Support strategies to drive Value Generation performance in Points Generation, Accept Rates, PP100, and Voice of the Customer Metrics (CFR, OSAT & RTF), along with CHT buckets where applicable
Develop & execute creative action plans to drive behavioral change, resulting in continuously elevated results across various sites, skills, and FIGs
Provide thought leadership to identify roadblocks and drive solutions for improvement in all key Value Generation metrics
Empower CCPs with training and practical tools in targeted workshops that will methodically cover Value Generation fundamentals designed to help them understand the why behind Val Gen, identify the core elements of building value, and learn how to harness the power of positivity to fuel their success
Onboard, lead, develop and inspire a team of Value Generation Coaches / SMEs
Assess needs and recommend, prioritize, create and deliver highly effective and engaging learning solutions in alignment with business objectives
Identify and respond to challenges (e.g., learning concepts, compliance) by rapidly creating and implementing solutions at the Network level
Support CCPs and leaders build a strong Value Generation knowledge base and practical skills to drive consistent results
Develop and deliver Value Generation communications, calibrations and workshops
Minimum Qualifications- Exceptional written and oral communication skills
- High proficiency in Microsoft Excel & PowerPoint
- Keen attention to detail and organizational skills
- Commitment to personal excellence focused on growth and development
- Creative, energetic, inspiring; not afraid to test new ideas in a need for speed environment
- Ability to coach and influence others to drive performance
- Results oriented; able to understand results drivers, behaviors associated, appropriate levers and psychological approaches to consistently drive sustained performance
- Manage competing priorities, overcoming obstacles without sacrificing quality to meet deadlines
- Knowledge of effective and efficient learning solutions to recommend including digital or online courses, self-directed experiences, facilitated and non-facilitated sessions, performance support tools and learning communications
- Strong people leadership and collaboration skills, especially in a virtual environment; Role model for the American Express leadership competencies, behaviors, and values
- Ability to work with cross-functional teams (VG OE, GLKM, Compliance, Marketing) to drive change in a fast-paced, often high-pressure environment
Preferred Qualifications CEN Operations and Value Generation experience preferred
Exceptional written and oral communication skills
High proficiency in Microsoft Excel & PowerPoint
Keen attention to detail and organizational skills
Commitment to personal excellence focused on growth and development
Creative, energetic, inspiring; not afraid to test new ideas in a need for speed environment
Ability to coach and influence others to drive performance
Proven success in creative approaches to problem solving, resiliency to work through ambiguity, and ability to be forward thinking in generating new innovative ideas
Results oriented; able to understand results drivers, behaviors associated, appropriate levers and psychological approaches to consistently drive sustained performance
Manage competing priorities, overcoming obstacles without sacrificing quality to meet deadlines
Experience leading in a virtual environment with strong understanding of the dynamic, along with proven ability to engage, motivate, drive results in virtual teams a plus
Knowledge of effective and efficient learning solutions to recommend including digital or online courses, self-directed experiences, facilitated and non-facilitated sessions, performance support tools and learning communications
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. 
