Senior UX Researcher

DescriptionYou Lead the Way. We’ve Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let's lead the way together.How will you make an impact on this role?Researchers at Amex (Global Commercial Services unit) help to elevate knowledge and understanding of our users across UX, product and engineering, and play a critical role in building the world's best user experience. As an Associate UX Researcher, you’ll coordinate research efforts with our vendor partners, and support projects for the team at large, across product journeys and domains. You will have the opportunity to learn from more senior researchers across a broad array of studies and methods, as well as to design and lead your own studies.Key Responsibilities

Operates as a strategic partner to product and design teams and global business stakeholders

Leads programs of research, guiding the work of other researchers and vendor partners, and triangulating data from across data types and feedback channels to generate unique and surprising insights

Focuses on elevating stakeholder knowledge of our users and on bringing user experiences to life in new and innovative ways

Facilitates workshops with design and product stakeholders to align on learning needs, identifies critical problems and aligns on actions to take, and collaboratively synthesizes findings and determine actions to take

Leads the creation of research artifacts that drive progress and guide strategic thinking, and operates as a strategic insights partner, leading efforts to synthesize and communicate insights

Plays a leadership role in building the research practice and driving the adoption of research at Amex, and presents research programs and new ideas to cross-functional partners and leaders

Coaches and mentors others in doing rigorous research and acts as a role model for compliance with data privacy and tooling standards

Minimum Qualifications

Has at least 5 years of hands-on experience in research including work on American Express commercial platforms such as At Work, Corporate Onboarding Capabilities, OneAP or ARHub

Proficient in using User Testing or other similar platforms for both moderated and unmoderated approaches

Demonstrates an understanding of fundamental UX research theories, principles and concepts gained through practical experience in industry or academia, on-the- job training, or formal education

Is a proactive, energetic communicator, with an impressive attention to detail in written communications (e.g., slack messages, emails, and research documents), and a clear and engaging verbal presentation style

Bachelor's degree

Preferred Qualifications

Proficient in using UserZoom, Dscout and User Testing for both moderated and unmoderated approaches, Qualtrics for conducting surveys and understanding CSAT/NPS

PhD

Skills

Behavioral Analysis

Customer Journey Mapping

Customer Segmentation

Data Analysis, Design Thinking

Requirements Gathering, Relationship Management

Proficiency on some or all of the following tools/software: User Interviews, User Testing, Figma, Dscout, Qualtrics, SQL- proficient in quantitative methods a plus

QualificationsSalary Range: $121,500.00 to $200,600.00 annually bonus benefitsThe above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries

Bonus incentives

6% Company Match on retirement savings plan

Free financial coaching and financial well-being support

Comprehensive medical, dental, vision, life insurance, and disability benefits

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

Free and confidential counseling support through our Healthy Minds program

Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site .American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.Job: ProductPrimary Location: United StatesSchedule Full-timeReq ID: 24017303