American Express Careers

Lead UX Designer

Sunrise, Florida
Digital Commerce Technology

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Job Description

The Global Servicing Network (GSN) continues to transform the servicing experience for American Express Card Members, Merchants and Commercial clients globally. The GSN Capabilities team plays a central role in this mission, leading the effort to uplift the tools and applications used to power the network and deliver frictionless servicing journeys to our customers.


As a member of the Global Servicing Portal team, the successful candidate will work with product owners & engineers in the ideation and development of new experiences across the servicing portal portfolio. This will include delivery effecting various servicing portals to include Servicing, Loyalty and Value Generation for US and International markets to deliver superior customer care.


UX/UI design forms an important part of the product roadmap and is rapidly expanding as focus increases on new feature development and journey simplification. In the role of Lead UX Designer, the primary area of focus will be to lead the creative thought process and be responsible for shaping the research and design runway for the UX team. Partnering closely with users and business stakeholders, this is an exciting opportunity to be involved in a transformational initiative and play an active role in creating the best possible journeys for our customers.   


Core Responsibilities:

  • Manage a small team of UX/UI designers, providing leadership, coaching and development support
  • Lead collaborative work sessions with Product Owners, Engineers, Business, Legal/Compliance, and other stakeholders
  • Responsible for uncovering and translating user needs that inform design solutions and gauge the usability of existing prototypes and make constructive suggestions for change
  • Works with other Designers to evolve standards/patterns and review quality and consistency of team’s designs
  • Facilitating user testing and interviews using of a range of qualitative methods and related tools such as UserZoom
  • Contribute towards Product Design, from concept through development with the use of Information Architecture, wireframes, prototypes and customer journeys
  • Mapping user journeys and creating documentation to inform the design process



  • Bachelor’s Degree in Web Design, Interactive Design, User Experience Design or other related field
  • At least 3 years of UX Design experience
  • Experience undertaking user research, testing and requirements gathering
  • Proficiency in one or more design tools, such as Photoshop, Illustrator, InDesign, Sketch, Axure, InVision and Balsamiq is also strongly preferred
  • Knowledge of Agile/Scrum and associated tools including Rally/JIRA, a plus
  • CSS and HTML skills a plus
  • Deep interest in UX trends and techniques and experience in using UX design best practices within and outside of American Express
  • Experience developing prototypes, mockups, wireframes, and style guides based on requirements
  • Strong focus on customer experience with an ability to view situations from both a customer and business perspective
  • Good listener and facilitator who is effective at motivating people to provide input and collaborate in the iterative design process
  • Ability to build relationships, influence decisions and drive results without direct authority
  • Ability to understand complex technical information and translate this to business partners in a meaningful way
  • Creative thinker with the ability to constantly challenge the status-quo and expose details otherwise overlooked
  • Strong sense of urgency; commitment to deadlines and deliverables
  • Demonstrated willingness to take initiative and be creative
  • High attention to detail and thoroughness, coupled with big picture view and strong organizational skills 

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

ReqID: 18013627
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 12, 2018, 2:07:22 PM
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