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Senior UX Researcher
2 months ago
We are seeking a highly skilled UX Researcher to join our Customer Experience Insights team at American Express. As a UX Researcher, you will play a critical role in leading customer survey research, uncovering user needs, and driving customer-centered design solutions.
Key Responsibilities- Lead customer survey research across digital channels, including the creation, deployment, and analysis of custom surveys.
- Develop and maintain product/channel-specific needs, such as developing or maintaining new or existing surveys & studies, enhancing reporting & dashboards, and leveraging data to provide recommendations.
- Monitor Key Performance Indicators (KPIs) and experience measures for our digital channels and intervene as early as possible when risks and problems arise.
- Help business partners achieve objectives through understanding challenges utilizing a consultative approach.
- Leverage external research to understand industry trends, CX best practices, and conduct benchmarking.
- Drive a customer-centric design culture through facilitating CX training/coaching and motivating others to conduct more research.
- Develop and leverage cross-functional initiatives that will improve the overall digital customer experience and provide holistic insights, including working with the User Experience Research and Enterprise Voice of Customer (VOC).
- 2+ years' experience in Voice Of Customer / CX discipline / survey research, preferably in digital.
- 2+ years' experience using the Qualtrics CX platform (or similar platform ie. Medallia, InMoment, NICE) including the creation of analytics/dashboards.
- Expert knowledge of Quantitative and Qualitative research methods, and how they complement each other (with a focus on surveys, e.g. measuring CSAT and uncovering pain points).
- Extensive experience leading research projects from end-to-end including identifying the research question, developing a research plan, to delivering targeted findings.
- Experience working with Product Owners, Designers and Technology partners in the creation of digital consumer products (e.g. websites and apps).
- Strong oral and written communication skills including creating both detailed reports, and executive presentations in Power Point/similar.
- Comfortable with analyzing large data sets using a variety of methods (e.g. in Excel, Qualtrics Stats IQ).
- Prior survey and dashboard creation experience (what questions to ask, how to word them, what to measure, what to do with the data, etc).
- Strong project management skills, with proven ability to craft roadmaps, prioritize multiple competing work efforts, and escalate roadblocks when appropriate.
- Comfortable in working with and managing relationships across the enterprise (including negotiation and influencing skills).
- Strategic thinker who has a curious mindset and able to work in a 'white space' environment to improve/transform processes.
- A strong customer-first mindset with a pulse on the external landscape including trends and consumer insights.
- Positive attitude, a proactive mindset, and comfort with both agility and working through ambiguity, comfortable challenging the status quo when required.
- Ability to present a compelling narrative (using data) to convince stakeholders and effect change.
- Emotionally intelligent and mature approach to working under pressure with tight deadlines.
- Comfortable working across locations and time zones, with both co-located and remote team members.
- Qualtrics experience building/deploying surveys, developing dashboards, and utilizing TextIQ and StatsIQ.
- Developing training content and delivering in a group setting.
- People leader with a track record of developing others.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries.
- Bonus incentives.
- Support for financial-well-being and retirement.
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
- Generous paid parental leave policies (depending on your location).
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
- Free and confidential counseling support through our Healthy Minds program.
- Career development and training opportunities.
