Director, 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