Simon WoodwardDirector, Global Service Delivery Australia
American Express Global Business Travel
The Service Delivery arm of American Express Global Business Travel is currently undergoing an organisational transformation as it moves from a traditional management hierarchy to a flatter holacratic structure. This new team organisation will allow service decisions to be made on the spot, streamline interactions and ultimately drive a higher level of customer satisfaction. The benefit of such a structure is that it’s flexible, helping to shape the service experience in accordance with evolving customer needs. This new structure is turning preconditioned behaviours on its head and L&D is playing an integral part in ensuring successful transformation across a geographically dispersed workforce.
Simon will draw on his experience partnering with L&D and discuss:
· Training a high number of virtual employees without impacting the daily operation and customer experience
· Design of the new multi channel learning curriculum
· Keeping nimble as the needs of the business change to ensure the right output