[New Job Opening] UX Researcher / Senior UX Researcher job Vacancy in New York, NY


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Position Name :
UX Researcher / Senior UX Researcher
New York, NY
Job ID :
Description : You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
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.
The Enterprise Digital Member Experiences (EDME) team is responsible for deepening customer engagement through our digital experiences on our mobile app, web, and push channels. The team’s mission is to increase digital engagement, customer satisfaction and revenue through a combination of compelling features and a superior user experience. We have an enterprise commitment to deploy personalized experiences that meet the growing needs of our customers globally and across all lines of business.
Within EDME, the UX Design & Research team is a group of talented, passionate, multi-disciplinary members based in New York, Phoenix, and London. Our vision is to elevate human centered design at American Express and drive the world’s best digital customer experience for the largest servicing and engagement channels. We do so by ensuring our experiences are:
Seamless we look along the entire customer journey to make our experiences intuitive and easy
Personal we put people first using customer research and data
Empowering we deliver knowledge and confidence to help our customers achieve their aspirations
UX Researchers lead research projects or specific hands-on research methods for the team at large, applying their expertise in a variety of data collection and sense making methods across products and initiatives. UX Researchers facilitate research efforts with our vendor partners, are comfortable supporting a variety of teams and trying out new methods and are skilled at translating findings into inspired and actionable artifacts.
Clearly communicate your research approach and the insights and the opportunities they present, whether tactical or strategic. Tailor your communication style based on your audience and become comfortable sharing research learnings with VPs and higher-level executivesCollaborate effectively with teams – product managers, designers, UX writers, researchers, design ops, research ops, and vendors – to identify the research need, to debrief effectively after research sessions, and to turn research insights into actions that teams can take forward.
Evangelize the practice of research and the value it creates and help to evolve the practice by introducing new approaches and supporting other researchers in the development of their craft
You have experience with a variety of research methods (interviews, usability testing, surveys, etc.) and with using mixed methods to answer research questions more holistically.
You are comfortable owning multiple concurrent end-to-end research projects both on your own and in partnership with a vendor.
You have strong analysis, synthesis, and storytelling skills and you can demonstrate your ability to build the maturity of our research practice, evangelizing widely, helping to educate our stakeholders, and setting the example for best practices among your peers and junior colleagues.
You have worked actively in the craft of research for at least 3 years, and through practical experience in industry or academia, on-the-job training, or formal education, you have learned how to use research to explore our users’ motivations and needs and to deliver rigorous insights that teams can use in designing and delivering great products.
You approach your work and your colleagues and life in general with curiosity, humility, and an openness to learning new things.
In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
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