American Express has shifted towards a more flexible culture and workplace to attract and retain talent. Its BlueWork program aims to enhance collaboration, improve space optimization, and increase flexibility. BlueWork provides employees flexibility in when and where they work through initiatives like home-based servicing. This benefits both employees and the company by improving work-life balance, reducing costs, and matching staffing to customer demand patterns. Surveys show BlueWork is increasing employee loyalty, productivity, and intent to stay. Home-based servicing in particular allows matching staff schedules to seasonal trends while lowering turnover and absenteeism through greater flexibility.

1. Employee Flexibility – Our story so far
Joanna Macleod
November 2012
© 2012 American Express. This document contains confidential, proprietary and trade secret information of American Express Travel Related Services Company, Inc
(“American Express”) and may not be disclosed in whole or in part to any third parties without the prior written consent of American Express.
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2. OUR BUSINESS
• 160-year tradition of service commitment
• 62,500 employees
• Hold ourselves to the highest internal security practices and standards of the
financial services industry
• Fully integrated supplier with a complete, global solution for T&E
Management
• Ranked #1 in Customer Service among credit card companies by J.D. Power
and Associates
• A leading issuer of commercial cards, serving more than 70% of the Fortune
500
A global player with a unique business value proposal
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3. AN ORGANISATION IMPERATIVE
Across Organisations Space is Often
Underutilised & Expensive
How Work is Done is Changing
• Technology is enabling 24/7 connectivity
• Employees expect flexibility in how they work
• Globalisation
Talent Needs are Evolving
• Talent wants choice in where they live & work
• The digital workforce is looking for connectivity &
collaboration
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4. Across the globe American Express is shifting towards a more outcomes-
based, flexible culture. BlueWork provides the foundation to transform the
workplace and support the culture shift through 3 key goals
Resulting in an engaging workplace experience for American Express
employees and delivering benefit to the business by ensuring best use of the
company’s real estate assets.
ENHANCED
COLLABORATION
IMPROVED
OPTIMISATION
INCREASED
FLEXIBILITY
BLUEWORK TODAY
London SingaporeNew York New York
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5. BLUEWORK IS A GLOBAL PROGRAM
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London
Singapore
Sydney
New York City
Phoenix Singapore
Hong Kong
BlueWork is now considered our workplace standard across American Express
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6. BLUEWORK IS SHOWING VALUE
Surveys show that BlueWork is already producing positive outcomes
0%
10%
20%
30%
40%
50%
60%
70%
80%
Loyalty Change
Management
Style
Designation
Flexibility Productivity Technology Workspace
Pre
Post
Pre/Post BlueWork Implementations survey sampling
A 2011 all employee survey indicated a higher intent to stay with the
company for those employees in a flexible workstyle.
.
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7. OUR CLIENT FACING EMPLOYEES
When serving our customers our goal is to provide them with the highest
service, efficiently. To achieve this we need to make sure we schedule
employees at the right time, ensuring our customers have a great call
experience
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8. THE CASE FOR HOME BASED SERVICING
A Win Win scenario for our employees, our
finances, our customers and the environment
Home Based
Servicing Value
Proposition
Work place
Happiness
•Ability to work for the
company desired
and hours desired
without making life
changes
Employee
Work Life
Balance
• More time for family,
friends and other
interests
Flexible Cost
Model
• Optimised shifts and
schedules
Financial
Reduction in
Cost/FTE
• Real estate and
attrition
Client
Best
Talent
• Greater access to
more experienced,
highly skilled
workforce
Platform
Flexibility
• Increased ability to
meet customer needs
Crisis
Management
• Enhanced by
disaggregated
footprint
Environmental
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9. THE BENEFITS OF INCREASED FLEXIBILITY
The flexibility of Home Based Serving
allows us to match our peaks and
troughs and and our employees to work
the hours that suit their lifestyle.
The result is lower turnover, lower
absenteeism and increased employee
engagement
Seasonal trends
coincide with school
holidays
Jan Dec
8am
8pm
Split shifts to cater for
lunchtime volume drop8am to 8pm contract
allows cover of peak
Emergency Travel periods
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10. IN SUMMARY
Extending our BlueWork initiative and our Home Based Servicing program has
seen many benefits which would be possible in other businesses
• Increased flexibility allowing both us and our employees to meet their needs
• Reduced turnover, absenteeism and increased loyalty
• Financial and time saving opportunities for our employees
Home based working is key to our business
The overall result has been more satisfied customers and
increased employee engagement
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11. QUESTIONS?
Joanna Macleod, GM/VP EMEA Service Delivery
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