Senior Manager - Workforce Skills, Learning & Career Development

The Enterprise Technology Services organization partners with every part of the American Express business to power the company’s growth and innovation with trust and efficiency, and drive competitive differentiation with speed. We support the delivery and operations of technology, digital, and data capabilities, platforms, and services globally. Specifically, our team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for customers and colleagues. We also provide product management for core enterprise platforms, and lead technology risk and information security, enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the company.

The Senior Manager - Workforce Skills, Learning & Career Development role will drive the development of a future-ready Enterprise Technology Services (ETS) workforce by connecting roles, skills and workforce intelligence with business priorities and L&D investment to enable strategic workforce decisions, targeted development and career growth.

Working with the Director of ETS Continuous Learning & Career Development, the role will deliver value through:
 

1. Workforce skills visibility: Establishing a scalable, evidence-led approach to understanding existing workforce skills and proficiency levels.

2. Strategic learning investment: Identifying priority skills gaps and directing L&CD investment towards the capabilities that matter most to ETS.

3. Future skills readiness: Leading skills-of-the-future initiatives aligned to ETS priorities, emerging technologies and evolving workforce needs.

4. Career growth and mobility: Connecting skills, career pathways and learning opportunities to support colleague development and progression.

5. Intelligence-led workforce decisions: Connecting roles, skills, careers and learning data to inform workforce planning and build, buy or redeploy decisions.

6. Sustainable framework evolution: Driving the continuous evolution of TCF to reflect changing business needs, emerging technologies and industry trends, underpinned by effective governance.

Minimum Qualifications:

• Strategic problem-solving: Strong management consulting or equivalent advisory experience, with the ability to structure ambiguous business challenges, evaluate options and develop practical recommendations.

• Skills and workforce expertise: Experience in skills intelligence, workforce planning, job architecture, talent strategy or workforce development.

• Data analysis and insight generation: Proven ability to interpret complex datasets, identify trends, assess data quality and translate evidence into actionable business insights.

• Executive communication: Strong data storytelling, presentation and influencing skills, with experience communicating recommendations to senior leaders.

• Delivery leadership: Experience translating strategic recommendations into practical solutions and leading cross-functional initiatives in complex organisations.

Preferred Qualifications:

• Experience working with Technology organisations and understanding emerging technical skills, including AI and automation.

• Familiarity with labour market and skills intelligence platforms such as TalentNeuron.

• Experience evaluating workforce skills assessment, inference or telemetry approaches.

• Knowledge of People data, workforce analytics, and skills data integration.

• Experience governing or evolving skills frameworks, job architecture or career development programmes.

What Success Looks Like:

• Reliable workforce skills intelligence: A scalable approach to understanding existing skills and identifying priority gaps.

• More informed workforce decisions: Integrated insights that support strategic workforce planning, talent development and fulfilment.

• Focused L&D investment: Learning priorities and initiatives aligned to validated business needs, with evidence of effectiveness.

• Future skills readiness: Proactive identification of emerging skills requirements and corresponding development actions.

• Career development: Clearer connections between skills, learning and career opportunities.

• Sustainable TCF evolution: A relevant, well-governed framework that continues to adapt to business and market needs.

Employment eligibility to work with American Express in (the country) is required as the company will not pursue visa sponsorship for these positions.  

Workforce Skills Intelligence & Assessment

• Develop a scalable, evidence-led approach to understanding ETS workforce skills and proficiency levels.

• Evaluate skills assessment, self-service, telemetry and inference methods, balancing accuracy, cost, scalability, colleague trust and data/AI governance.

• Shape a unified ETS workforce skills intelligence approach, connecting skills, roles, careers and learning data in partnership with workforce strategy, data and technology owners.

• Analyse workforce data to identify skills gaps and inform strategic workforce fulfilment (buy, build, borrow, bot) and development decisions.

Market Intelligence & Future Skills

• Lead skills-of-the-future initiatives aligned to ETS priorities, leveraging TalentNeuron, internal intelligence and emerging technology trends.

• Anticipate evolving roles and skills, including the impact of AI and automation, and assess implications for workforce readiness and capability

• Apply structured problem-solving and data analysis to translate market and workforce intelligence into evidence-based recommendations for senior leaders.

Learning & Career Development

• Partner with Workforce Strategy and Technology leaders to prioritise learning investment against critical skills gaps and business needs.

• Shape targeted, market-relevant learning pathways, upskilling and reskilling initiatives.

• Evaluate learning effectiveness on skills progression and business impact to inform investment decisions.

Technology Career Framework Ownership & Governance

• Own the ongoing management, governance and evolution of the Technology Career Framework, including job architecture, skills, proficiency levels and career pathways.

• Drive evidence-led framework enhancements informed by market intelligence, workforce insights and ETS priorities, through established governance and approval processes.

• Streamline framework processes and strengthen adoption across ETS.