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Senior UX Researcher
2 months ago
We are seeking a highly skilled Senior UX Researcher to join our Customer Experience Insights team at American Express. As a key member of our team, you will be responsible for leading customer survey research, uncovering user needs, and driving customer-centered design solutions.
Key Responsibilities- Lead the development of CX insights strategy across EDDS to provide a roadmap that aligns with digital product development.
- Design and deploy digital survey research, including creating custom surveys and building our digital research toolset within the Qualtrics platform.
- Serve as a primary CX point of contact for EDDS digital channels, tying together product and design insight needs with stakeholder input.
- Provide the Card Member perspective to drive product development and enhance our CX program.
- 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 and 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 and 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.
- 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) including the creation of analytics/dashboards.
- Expert knowledge of Quantitative and Qualitative research methods, and how they complement each other.
- Extensive experience leading research projects from end-to-end, including identifying the research question, developing a research plan, and delivering targeted findings.
- Experience working with Product Owners, Designers, and Technology partners in the creation of digital consumer products.
- Strong oral and written communication skills, including creating detailed reports and executive presentations.
- Comfortable with analyzing large data sets using a variety of methods.
- 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.
- Strategic thinker with 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, proactive mindset, and comfort with both agility and working through ambiguity.
- 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.
- 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. This includes competitive base salaries, bonus incentives, support for financial-well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave policies, free access to global on-site wellness centers, free and confidential counseling support, and career development and training opportunities.
