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Job Information

American Express Sr. Instructional Designer/Learning Consultant in Indianapolis, Indiana


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 Team Amex, 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. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company’s success.

Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.

Join #TeamAmex and let’s lead the way together.

Global Servicing Learning Network (GSLN) provides a full range of dynamic, evolving learning and performance solutions that enrich our colleague’s skills and knowledge, powering customer engagement and driving business results at the right margin. We are a global team focused on enabling outstanding customer care through the on-boarding of our newest frontline colleagues and supporting on-the-job enrichment.

How will you make an impact in this role?

This role is pivotal in driving continuous improvement in the quality, effectiveness, and efficiency of training for frontline population and improving the overall learner experience and performance results. GSLN supports over 30,000 colleagues across the globe in 9 languages and in 20 markets.

The Sr. Instructional Designer must be able to :

  • Conduct job task analysis and learning needs analysis for a portfolio of businesses; consult and contract with internal clients to assess needs and recommend, prioritize, and design highly effective and engaging learning solutions in alignment with business objectives.

  • Use business and data analytics to support decisions and prioritize work.

  • Translate learning and performance support strategies into clear plans; coordinate and align resources and tasks across GSLN teams and ensure comprehensive learning solutions are offered to improve performance and drive business outcomes.

  • Use performance data and engage a continuous feedback loop to inform training decisions and promote continuous learning.

  • Effectively collaborate within project management teams to ensure the involvement of appropriate clients and partners and manage performance support and learning solutions that enable high quality outcomes.

  • Consider both internal and external thinking as a part of the GSLN solution set.

  • Align with GSLN teams to ensure successful execution of learning initiatives with a focus on driving performance.

  • Manage/monitor learning and performance support intake requests.

  • Coach and mentor instructional design colleagues as needed.

What you'll need to thrive:

  • Bachelor’s degree in Instructional Design, Educational Technology or Education related field, preferred

  • 3-5 years of working experience in instructional design and/or curriculum development with the ability to convert strategies to effective and engaging learning solutions

  • 1-2 years of experience in project management

  • Ability to problem solve with minimal supervision and balance multiple projects while working collaboratively in a team-based environment

  • Experience working in an Agile and Waterfall project management

  • Exceptional interpersonal, writing and communication skills enabling relationships with all levels of the organisation and partners

  • Strong interest in growth and knowledge in the realm of adult learning theory and education technologies

  • Proficiency with course authoring software such as Adobe Captivate, Articulate 360 and learning management systems, content management systems and the ability to effectively trouble-shoot issues with design tools

  • Ability to use Microsoft Office Products in Word, PowerPoint, Excel and Project

  • Ability to understand and use business and customer data and colleague/learner insights to assess needs and inform annual learning plans.

  • Understanding of external trends in the L&D and Talent fields and an active network of internal and external expertise to call upon as necessary.

  • Understanding of workflow learning and the impacts of performance support on driving business results.


American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

Job: Operations

Primary Location: United States

Schedule Full-time

Req ID: 22027182