Senior UX Researcher

2 weeks ago

Brighton, Brighton and Hove, United Kingdom American Express Full time
About the Role

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.
Requirements
  • 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.
About American Express

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.

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