Senior UX Researcher

5 months ago

Brighton and Hove, United Kingdom American Express Full time

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The Enterprise Design and Research (EDR) team is passionate about creating customer centric design culture from the beginning to end - and we're continually evolving our Customer Experience (CX) practice to meet our Card Members' changing digital needs. Within EDR, the Customer Experience Insights Team (CXI) is looking for a UX Researcher / Sr. UX Researcher reporting to the Director of CXI. This role will be responsible for leading customer survey research deployed across the website and app, uncovering and translating user needs that driver customer-centered design solutions

The right candidate will have extensive experience in the CX space including deploying surveys in digital channels, drafting survey questions, and measuring satisfaction metrics & goals. Have a proven track record of conducting user research using a variety of methods along with understanding of how each method compliments one another. They should have a background of successfully consulting and partnering with product owners, designers, and business stakeholders in the digital landscape to formulate a research project with the goal of increasing customer satisfaction. In addition, demonstrated experience in coaching and developing junior colleagues, a proven ability to influence broader stakeholders, and be comfortable challenging the status quo when appropriate.

How will you make an impact in this role?

Help lead the CX insights strategy across EDDS to provide the card member perspective to create a roadmap that aligns with digital product development, identifying innovative ways to experiment and get card member feedback. Lead digital survey research through the creation, deployment, and analysis of custom surveys along with building our digital research toolset within the Qualtrics platform. Be a primary CX point of contact for EDDS digital channels – tying together Product and Design insight needs, and stakeholder input. Provide the Card Member perspective to help drive product development. Continually enhance our CX program, through expert level knowledge and application and evolution of the Qualtrics platform and its capabilities. Manage and maintain product/channel-specific needs like developing or maintaining new or existing surveys & studies, enhancing reporting & dashboards, 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).

Minimum Qualifications

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.

Preferred Qualifications

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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