UX Researcher

About the position At American Express, we are committed to creating a unique and meaningful career journey for our employees. As a UX Researcher within the Global Commercial Services unit, you will play a pivotal role in enhancing our understanding of users across various domains, including UX, product, and engineering. Your work will directly contribute to building the world's best user experience by coordinating research efforts with vendor partners and supporting projects across product journeys. This position offers a unique opportunity to learn from senior researchers while also allowing you to design and lead your own studies, making a significant impact on our product strategies and user insights. In this role, you will lead research efforts in close collaboration with product and design teams, facilitating workshops to align on learning needs and framing research approaches. You will execute research studies using diverse methods to explore user needs, pain points, and opportunities for value creation. By triangulating data from multiple sources, you will generate insights that elevate stakeholder understanding of our users. Additionally, you will create research artifacts that effectively communicate user needs and insights, influencing product and design strategies. Your responsibilities will also include supporting research leadership presentations and mentoring others in the research process while ensuring compliance with data privacy and tooling standards. This role requires a proactive and energetic communicator with a strong attention to detail, capable of engaging stakeholders through clear and compelling presentations.

Responsibilities

• Leads research efforts in close collaboration with product and design colleagues

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• Facilitates workshops with design and product stakeholders to align on learning needs and to frame the research approach

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• Executes research studies using a variety of methods to explore user needs, pain points, and opportunities to create more value

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• Triangulates data from multiple sources to generate insights that elevate stakeholder understanding of our users

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• Leads the creation of research artifacts that brings user needs and insights to life, and ensures insights are communicated effectively to influence product and design strategies

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• Provides support for research leadership presentations and supports presenting of research programs and new ideas to cross-functional partners and leaders

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• Coaches and mentors others in the end-to-end research process and maintains compliance with data privacy and tooling standards

Requirements

• Has at least 3 years of hands-on experience in research including work on American Express commercial platforms such as At Work, Corporate Onboarding Capabilities, OneAP or ARHub

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• Proficient in using User Testing or other similar platforms for both moderated and unmoderated approaches

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• Demonstrates an understanding of fundamental UX research theories, principles and concepts gained through practical experience in industry or academia, on-the-job training, or formal education

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• Proactive, energetic communicator, with an impressive attention to detail in written communications (e.g., slack messages, emails, and research documents), and a clear and engaging verbal presentation style

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• Bachelor's degree

Nice-to-haves

• Proficient in using UserZoom, Dscout and User Testing for both moderated and unmoderated approaches

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• Qualtrics for conducting surveys and understanding CSAT/NPS

Benefits

• Competitive base salaries

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• Bonus incentives

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• 6% Company Match on retirement savings plan

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• Free financial coaching and financial well-being support

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• Comprehensive medical, dental, vision, life insurance, and disability benefits

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• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

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• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

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• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

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• Free and confidential counseling support through our Healthy Minds program

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• Career development and training opportunities

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