UX Researcher

7 days ago

Brighton, United Kingdom Amex Full time

You’ll do more than the expected. You’ll do the unexpected.

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.

This exciting position is part of the Credit and Collections Capabilities teams in the Global Services Group responsible for migrating and transforming our current technology. Over the next few years, we are embarking on the modernization of the Credit Servicing Portal. Our modern One Amex Technology will ultimately replace the old Credit systems we have today. If you have a passion for redesigning the User Experience for our Specialists to service Card Members over the phone or digitally this is a position for you. Our UX Researcher will partner closely with our Product Owners and Technologies teams to redefine how we deliver Servicing journeys across multiple Portals.

To achieve this, we are bringing on a new UX Researcher that will focus on conducting UX research using industry standard methodologies to determine the strengths and weaknesses of American Express servicing portals. The focus areas are the existing and new servicing portals for Credit and Collections in partnership with key stakeholders (Operations, Technology, Risk Management and Strategy) enabling Specialists to provide outstanding service in the phone channel. Supporting integrated digital products used by our customers to achieve their goals across American Express products.

The UX Researcher will translate those findings into impactful training content that will help colleagues elevate their use of technology.

**Key Job responsibilities**:

- Conduct UX research on Servicing portals our customer service specialist use, looking for colleague friction and difficulties
- Build a research plan and implement that plan
- Conduct both qualitative and quantitative research
- Perform successful readouts with research findings and recommendations
- Leverage journey maps, interviews, A/B testing, and many other practices to identify strengths and weaknesses of workplace technologies
- Evaluate and report both descriptive and basic inferential information
- Run focus groups, build surveys, and conduct interviews
- Translate key findings into digital literacy topics for colleague education
- Deliver key findings to colleagues in multimedia channel

Why American Express?

There’s a difference between having a job and making a difference.

Amex have been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

What you'll need to thrive:

- Experience with the most common UX research processes
- Possess experience working on Servicing portals and knows how to integrate research into product and design roadmaps
- Experience conducting research using of a range of qualitative and quantitative methods, including interviews, ideation sessions, customer journey mapping, usability evaluation, and concept testing, survey design and remote testing (using WebEx, usability tools, Qualtrics)
- Can lead, manage, and communicate impactful research from planning and recruiting to analysis and insights delivery
- Tell compelling stories and are skilled in explaining your work, process, and decisions to cross-functional stakeholders
- Passion for developing and building equitable and inclusive practices throughout research and product development roadmaps
- Have excellent written and verbal communication skills and use them to effectively organize and facilitate project specific research meetings
- Relentlessly focus on users and solving for their needs and wants. You put users first and have experience driving impact from insights
- Can successfully set and achieve priorities that find balance between business needs and research objectives

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