UX Researcher

You 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.

The Colleague Services (CS) organization within the Colleague Experience Group (also known as Human Resources) at American Express plays a critical role in providing the best-in-class services, capabilities, data, and insights that enable a great colleague experience. The organization builds and evolves essential products and services to enable the Colleague Experience Group (CEG) and the business. The CS organization manages the ecosystem of CEG products, processes, platforms, applications, third party partners, colleague insights and reporting, and colleague-related risk, compliance, and governance. 

How will you make an impact in this role?

As the User Experience (UX) Researcher on the Colleague UX Design & Research Team within Colleague Services, you’ll be part of a cross-functional team of designers, product managers/owners, and engineers that delivers best in class digital products to colleagues at American Express. You’ll work with stakeholders across functions and levels to have an impact at all stages of product development. You’ll play a critical role in creating integrated and engaging digital experiences for colleagues that bring the American Express culture and colleague value proposition to life and help drive productivity, engagement, and satisfaction. You’ll explore user behaviors and motivations by conducting primary research such as usability testing, surveys, interviews. You’ll perform analyses to develop actionable insights, and you’ll develop and sell-in your compelling recommendations to key, cross-functional teams and decision makers.

This role will execute a UX research strategy and process that ensures the user voice is present in product decisions and produces actionable insights that inform design and development. It will plan and execute UX research studies, leveraging a wide variety of qualitative methods and quantitative methods. It will work collaboratively with product management, development, and design teams to identify business goals and research opportunities throughout the product life cycle. It will create research reports, journey maps, user personas and other content to help communicate insights and recommendations to influence design decisions.

Responsibilities

• Partners with product managers and designers on their research needs that will support strategic decisions and contribute to product roadmaps.
• Designs and executes UX research projects, from recruitment and development, to fielding and data collection, to data analysis, to synthesis and readout.
• Conducts quantitative and qualitative UX research on multiple aspects of CEG products and experiences using such methods as usability testing, interviews, focus groups, diary studies, A/B testing, workshops, ethnographic research, and surveys.
• Shares research insights, ideas, and recommendations to cross-functional partners and leadership.
• Builds research templates, samples, and guidelines.
• Participates in forums to build the UX research community.

Preferred Qualifications

• Bachelor’s degree in Human-Computer Interaction, Human, Factors, Cognitive Science, Statistics, Psychology, Sociology, Anthropology, Design or related field.
• 3+ years of experience conducting UX research on products, managing projects, and working in a large, matrixed organization.
• Experience with research design utilizing various methods (e.g., usability studies, contextual inquiry, surveys, etc.) and strong understanding of the strengths and shortcomings of different research methods, including when and how to apply them.
• Ability to lead end-to-end research engagements (plan, design, execute and communicate both strategic and tactical direction).
• Proven track record influencing program direction and strategy with actionable insights.
• Experience managing a large, diverse portfolio of research projects.
• Excellent project management, communication, stakeholder education, and presentation skills.
• Skilled in communicating user research findings with cross-functional partners to drive impact.

Salary Range: $90,000.00 to $165,000.00 annually + bonus + benefits

The 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.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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.

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