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2 months ago
We are seeking a highly skilled 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 digital survey research, creating and deploying custom surveys, and analyzing results to inform product development.
- Be a primary 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 the overall digital customer experience.
- Continually enhance our CX program through expert-level knowledge and application of the Qualtrics platform.
- Monitor Key Performance Indicators (KPIs) and experience measures for our digital channels, intervening early to address risks and problems.
- 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.
- 2+ years' experience in Voice Of Customer / CX discipline / survey research, preferably in digital.
- 2+ years' experience using the Qualtrics CX platform, including creating analytics and dashboards.
- Expert knowledge of Quantitative and Qualitative research methods, with a focus on surveys and measuring CSAT.
- Extensive experience leading research projects from end-to-end, including identifying research questions, developing research plans, and delivering targeted findings.
- Experience working with Product Owners, Designers, and Technology partners in creating digital consumer products.
- Strong oral and written communication skills, including creating detailed reports and executive presentations.
- Comfortable analyzing large data sets using various methods, including Excel and Qualtrics Stats IQ.
- Prior survey and dashboard creation experience, including question development, data analysis, and presentation.
- Strong project management skills, with the ability to craft roadmaps, prioritize competing work efforts, and escalate roadblocks.
- Comfortable working with and managing relationships across the enterprise, including negotiation and influencing skills.
- Strategic thinker with a curious mindset, able to work in a 'white space' environment to improve and 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 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.
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.
