CX/Market Research Analyst

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Job Description

With more than 3 million surveys received from customers every year across the consumer, commercial and merchant space, the Customer Listening team within the Global Services Group is responsible for managing the end to end Voice of the Customer process. This process includes design and programming of the customer experience surveys which consist of 40+ studies translated in over 10 languages and delivered in more than 20 countries.


The CX / Market Research Analyst will support the transformation and innovation of the survey experience our customers follow when they receive our GSN CX surveys.  Among the responsibilities of the role include: design, program and test new survey methodologies, questions and channels; modify existing surveys and build/maintain existing dashboards in the Qualtrics platform. This person will work closely with product and process owners, subject matter experts from Qualtrics.


  • Integration and launch of new projects which involve survey design, programming, testing and implementation as well as the relevant dashboards and reports of survey responses and survey process
  • Manage logistics for quantitative research projects, including maintaining organization and timelines among the different project stakeholders 
  • Manage and maintain project related needs like developing or maintaining new or existing surveys/studies, creating or adjusting reporting/dashboards, leveraging Big Data platforms to enhance research
  • Monitor health of the process to ensure survey and dashboard platforms are fully functional; report and take actions when risks or issues arise
  • Implement best practices in market research and survey design across a variety of use cases and industry verticals
  • Collaborate with business partners and support groups to ensure projects run efficiently
  • Monitor Customer Health Metrics and intervene as early as possible when risks and problems arise
  • Understand challenges, industry trends, consult and help business partners achieve their objectives


  • Familiarity with survey scripting and data reporting platforms, proven experience building surveys and dashboards using Qualtrics is a big plus
  • Coding experience (Java, CSS, HTML)
  • Experience with Tableau, APIs and Salesforce integration is a big plus
  • Market Research experience and experience
  • Experience with basic programming and/or coding (i.e. SQL, macros) - prior survey/dashboard programming experience or Big Data environment is a big plus
  • Knowledge of SPSS or other analytical software is a big plus
  • Comfortable in a fast-pace, unstructured, and highly competitive environment
  • Detail-orientation with an ability to prioritize and meet deadlines
  • Excellent problem-solving skills
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position

ReqID: 19019552
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 18, 2019, 3:50:41 PM