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Senior UX Researcher
2 months ago
We are seeking a highly skilled Senior UX Researcher to join our Enterprise Design and Research (EDR) team at American Express. As a key member of our Customer Experience Insights Team (CXI), 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.
- Develop and maintain product/channel-specific needs, including survey development, reporting, and dashboard creation.
- Monitor Key Performance Indicators (KPIs) and experience measures for our digital channels, intervening early to address risks and problems.
- Collaborate with business partners to achieve objectives, utilizing a consultative approach to understand challenges and opportunities.
- Stay up-to-date with industry trends, CX best practices, and conduct benchmarking to inform our customer experience strategy.
- 2+ years' experience in Voice Of Customer / CX discipline / survey research, preferably in digital.
- Expert knowledge of Quantitative and Qualitative research methods, with a focus on surveys and measuring CSAT.
- Experience leading research projects from end-to-end, including identifying research questions, developing research plans, and delivering targeted findings.
- 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.
- Qualtrics experience building/deploying surveys, developing dashboards, and utilizing TextIQ and StatsIQ.
- Developing training content and delivering in a group setting.
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, comprehensive medical and dental benefits, flexible working models, and generous paid parental leave policies.
