Senior UX Researcher

About American Express At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together. Learn more about us at: https://www.americanexpress.com/careers https://www.americanexpress.com/ https://www.facebook.com/AmericanExpressUS https://www.instagram.com/americanexpress/ https://twitter.com/americanexpress https://www.youtube.com/user/AmericanExpress See our community guidelines at: https://www.americanexpress.com/en-us/company/community-guidelines/ If you have a customer service issue or question, please visit www.americanexpress.com/contactus

American Express

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americanexpress.com

10,001+ employees

Financial Services

New York, NY

Public Company

3.9M LinkedIn followers

• Shape experience strategy through research: Independently lead complex,
• ambiguous research from problem framing through executive decision-making.
• Partner with Design Strategy, Product, and business leaders to establish
• forward-looking research agendas, uncover opportunities, and inform strategic
• priorities.
• Deliver exceptional generative and exploratory research: Design and lead
• rigorous qualitative research to uncover customer motivations, behaviors,
• unmet needs, and mental models. Apply expert methodological judgment to
• select and adapt approaches, including interviewing, contextual inquiry,
• longitudinal studies, and participatory research.
• Anticipate emerging needs and opportunities: Connect customer research with
• competitive intelligence, market trends, emerging technologies, and strategic
• foresight. Apply outside-in thinking and future-oriented research to
• anticipate changing expectations, identify whitespace opportunities, and
• inform differentiated experiences.
• experience strategists, service designers, and product leaders to investigate
• customer journeys and service ecosystems. Translate research into opportunity
• frameworks, future-state concepts, and hypotheses that guide experimentation
• and investment decisions.
• quantitative research, behavioral data, customer feedback, and external
• signals to identify meaningful patterns and opportunities. Translate complex
• findings into compelling narratives and conceptual frameworks that establish
• shared understanding and drive decisions.
• Influence senior leaders and strategic decisions: Serve as a trusted thought
• partner to senior Product, Design, and Business leaders. Connect customer
• insights with business priorities, challenge assumptions, and ensure research
• informs strategy, experimentation, and experience improvement.
• Lead and elevate research teams: Establish cohesive learning agendas, guide
• methodological decisions, and coordinate research across multidisciplinary
• engagements. Coach researchers through complex challenges while maintaining
• exceptional craft standards and a collaborative, intellectually rigorous
• environment.
• Advance research methods and capabilities: Develop rigorous approaches to
• exploring and evaluating emerging experiences, technologies, and service
• innovations. Strengthen research practice through reusable frameworks,
• critical review, and responsible experimentation with AI-enabled tools and
• methods.

• 7+ years of UX research or applied research experience, with a strong track
• record leading complex generative and exploratory research programs.
• Demonstrated mastery of qualitative research, including interviewing,
• contextual inquiry, research design, and interpretive synthesis, with the
• ability to uncover latent needs and develop strategic insights and conceptual
• frameworks.
• Proven experience partnering with service design, experience strategy, or
• innovation teams to shape future-state experiences, journey transformation,
• and strategic opportunities.
• Experience incorporating competitive intelligence, market trends, strategic
• foresight, or emerging technologies into research to anticipate customer
• needs and inform experience strategy.
• influence director- and VP-level stakeholders through compelling evidence,
• strategic judgment, and storytelling.
• workstreams, including setting learning agendas, guiding methodological
• choices, coaching others, and elevating research quality.
• qualitative research, surveys, behavioral analytics, customer feedback, and
• secondary sources.
• exploration, or signals analysis, and their application to emerging customer
• and experience opportunities.
• innovation, shared values
• Behaviors, and an unwavering commitment to back our customers, communities, and
• colleagues. From delivering differentiated products to providing world-class
• customer service, we operate with a strong risk mindset, ensuring we continue to
• uphold our brand promise of trust, security, and service.
• As part of Team Amex, you’ll experience our powerful backing with comprehensive
• support for your holistic well-being and many opportunities to learn new skills,
• develop as a leader, and grow your career. Here, your voice and ideas matter,
• your work makes an impact, and together, you will help us define the future of
• American Express.
• We back you with benefits that support your holistic well-being so you can be
• and deliver your best. This means caring for you and your loved ones' physical,
• financial, and mental health, as well as providing the flexibility you need to
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability

• Flexible working model with hybrid, onsite or virtual arrangements depending
• on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered
• for pregnancy, adoption or surrogacy
• 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
• For a full list of Team Amex benefits, visit our Colleague Benefits Site
• Ordinance. For positions covered by federal and/or state banking regulations,
• American Express will comply with such regulations as it relates to the
• consideration of applicants with criminal convictions.
• We back our colleagues with the support they need to thrive, professionally and
• personally. That's why we have Amex Flex, our enterprise working model that
• provides greater flexibility to colleagues while ensuring we preserve the
• important aspects of our unique in-person culture. Depending on role and
• business needs, colleagues will either work onsite, in a hybrid model
• (combination of in-office and virtual days) or fully virtually.
• The below represents the expected salary range for this job requisition.
• Ultimately, in determining your pay, we’ll consider your location, experience,
• and other job-related factors.