American Express Careers

Lead User Experience Researcher

New York, US
Digital Commerce Marketing

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Job Description


American Express is a global services company that provides consumers and businesses with exceptional access to products, insights and experiences that enrich lives and build business success. We make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services through innovative payment, travel and expense management solutions.



At Enterprise Digital & Analytics (EDA) we place enormous emphasis on users and usability. With our mix of assets like payments, rewards, benefits and members only perks, we are re-imagining how commerce and experiences converge in a modern, digital and connected world.



Within EDA, the Enterprise Digital Apply & Activate Experience team is ramping up our research and design practice to meet our Card Members’ ever evolving digital needs.  We are looking for a User Researcher to lead our newly formed User Experience Research team.  


That right candidate will have a deep knowledge of user research methods, Design Thinking, and a proven track record of successfully consulting and partnering with Product Owners, Designers, and business stakeholders.


Primary Responsibilities


  • Partner with the Director of UX Research to establish department goals, processes and resources

  • Execute the UXR department strategies and demonstrate (measurably), the successes for the team

  • Consult with digital Product Owners and Designers to determine their insight needs, make appropriate recommendations - and craft research plans that align with the product roadmap

  • Conduct user experience research and usability testing projects for consumer facing products during all phases of design and development, across multiple markets/countries

  • Manage budget, scope and delivery for research studies; for 3rd party vendors and internal teams

  • Synthesize learnings across projects and deliver insights to stakeholders

  • Contribute to continuous improvement of UXR practice and research techniques, tools, resources and intra-team education

  • Work within a matrix environment, building strong relationships with your partners across multiple business units, managing and escalating as appropriate to successfully deliver



Experience required


  • Degree in Economics, Cognitive Science, Psychology, Interaction Design, Information Science, or similar; or equivalent practical experience

  • 3-5+ years of UX Research / Digital Interaction experience with consumer-facing digital products, websites and mobile experiences

  • Proven ability to determine the right research methods to use to suit the needs of the stakeholders and project success

  • Proven experience in identifying research needs, matching those needs to research methods, and aligning approach with overall product/business strategy

  • Demonstrated experience writing effective research plans

  • Demonstrated experience with leading/moderating qualitative/quant research studies such as usability testing and contextual inquiry, survey design and remote testing (e.g., UserZoom or Qualtrics); focus groups, card sorting, participatory design, and ethnography, etc.

  • Track record of delivering regular rapid usability testing: moderation, screener and test plan creation, debriefing, facilitation, and presentation of results and recommendations – either directly, or in partnership with vendors

  • Experience teaching and facilitating workshops on user experience design

  • Ability to synthesize multiple insights into concise recommendations for customer-focused outcomes, communicate them effectively to Product Owners and Designers and provide followups

  • Strong communication, presentation, influencing and relationship-building skills.

  • Can demonstrate experience adapting to change, and be able to hit the ground running, managing multiple projects to tight deadlines

  • Quantifiable demonstration of research leading to desired outcomes for stakeholders

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: 19013642
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 12, 2019, 10:47:06 AM
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