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American Express HireVue Mock Interview

Question 2 of 30 for our American Express HireVue Mock Interview

American Express was written by on August 30th, 2022. Learn more here.

Question 2 of 30

Tell us about a big change that happened in your previous position and how you adapted.

"I was working in a call center when they automated our phone systems. There were several in our department who grew concerned about their job security. I told them not to worry, and that we'd all be fine. There were a lot of hiccups when they first launched the new phone systems. The system frustrated many of our customers by the time they got hold of a representative. This required a lot of patience on our end. Everything got up and running, and it made our jobs easier in the end and proved no threat to our livelihoods. It just took a while to get there."

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How to Answer: Tell us about a big change that happened in your previous position and how you adapted.

Advice and answer examples written specifically for an American Express job interview.

  • 2. Tell us about a big change that happened in your previous position and how you adapted.

      Focus Your Answer On

      Policy changes, rebranding, and restructuring often unfold throughout the evolutionary growth of any company. For some, change can be challenging and generate anxiety and feelings of insecurity. This question aims to evaluate how you adapt to change or resist change. How you respond will inform them of whether you respond with flexibility or rigidity.

      Written by Kevin Downey on August 30th, 2022

      What You Need to Know

      Make sure you come across as relaxed while answering this question. The goal is to communicate your understanding of the expectations of the job. You want to come across as supportive and loyal. When delivering your example, explain that, regardless of the task, you supported the direction the company was going, and kept the needs of the team your priority. Provide any examples of where you fostered enhanced communication skills to get others on board with the messaging behind the change, while not contributing to dissent.

      Written by Kevin Downey on August 30th, 2022

      Answer Example

      "I was working in a call center when they automated our phone systems. There were several in our department who grew concerned about their job security. I told them not to worry, and that we'd all be fine. There were a lot of hiccups when they first launched the new phone systems. The system frustrated many of our customers by the time they got hold of a representative. This required a lot of patience on our end. Everything got up and running, and it made our jobs easier in the end and proved no threat to our livelihoods. It just took a while to get there."

      Written by Kevin Downey on August 30th, 2022

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "Last year, we lost two key members of our team leaving me as the senior member. I had to quickly shift from being an Individual Contributor to managing the delivery of new features from ideation to delivery, as well as rebuilding the team. In order to keep the engine going, I took a step back and re-evaluated our business and product goals and aligned our projects with those priorities."

      Marcie's Feedback

      Awesome! This is a great example to talk about here. Can you provide more details about exactly how you went about rebuilding the team? Also, what kind of job did you have, and in what industry? Give additional information about what your team's duties were. Finally, don't forget to go into what happened in the end. Did you manage to realign your team and achieve your objectives? You might also want to end your response by emphasizing how capable you are in the face of change.

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