The Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG, the Colleague Services (CS) organization plays a critical role in providing outstanding services, capabilities, data, and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business

The Colleague Experience Servicing Strategy refers to the structured approach American Express and Colleague Experience Group is taking to deliver support services to its colleagues, ensuring that interactions are efficient, consistent, and tailored to individual needs. It encompasses the design of tiered support models, integration of technology platforms, and governance of knowledge assets to enable seamless resolution of colleague inquiries.

The Knowledge Management Analyst supports the development and maintenance of a centralized knowledge ecosystem that enables efficient, personalized, and scalable colleague servicing. This role is responsible for curating and optimizing content, analyzing usage trends, and supporting platform enhancements that align with the broader servicing strategy. Working closely with the Knowledge Manager and cross-functional teams, the analyst will help ensure that knowledge assets are accurate, accessible, and continuously improved to meet evolving colleague needs.

Through close collaboration with cross-functional partners and continuous improvement efforts, the analyst will help reduce friction in support workflows, enhance colleague experience, and contribute to the broader transformation of service delivery across the enterprise.

Responsibilities

• Assist in the creation, tagging, and updating of knowledge articles, FAQs, SOPs, and policy guides for content migration and ongoing maintenance.

• Monitor content lifecycle and flag outdated or low-performing assets for review or retirement.

• Ensure content is structured and tagged for seamless integration with advanced AI tools and future automation initiatives.

• Support configuration and testing of knowledge management platforms during rollout and enhancement phases.

• Troubleshoot content display issues and coordinate with tech teams to resolve functionality gaps.

• Support deployment of AI agents and ChatGPT plug-ins for self-service and automation of core processes.

• Track usage metrics, search trends, and feedback to identify content gaps and improvement opportunities.

• Partner with servicing teams, COEs, and product managers to gather content requirements and validate accuracy.

• Partner with process and content owners to maintain documentation of content workflows and contribute to SOP development.

Qualifications

• 4+ years of experience in knowledge management, content operations, or service delivery support.

• Familiarity with knowledge platforms, taxonomy design, and content lifecycle processes.

• Strong analytical skills and experience with reporting tools (e.g., Excel, Tableau).

• Excellent written communication and attention to detail.

• Ability to work collaboratively across global teams and manage multiple priorities.

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 our 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.