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— Steve Jobs
Senior UX Researcher
American Express • Phoenix, United States of America 🇺🇸
The Senior UX Researcher will connect internal and external satisfaction survey research to identify key insights and ensure stakeholders understand critical opportunities. They will also build competitive benchmarking capabilities and partner with vendors to interpret results and present findings.
Responsibilities
- Connect internal and external satisfaction survey research to identify key insights and ensure stakeholders clearly understand critical opportunities.
- Build up competitive benchmarking capability by conducting external satisfaction studies.
- Act as J.D. Power vendor manager, internal point of contact, and survey expert for all digital studies.
- Partner with J.D. Power to interpret results and present key findings based on leadership priorities.
- Build custom surveys via Qualtrics and strategically embed on Amex’s web and app.
- Conduct ad-hoc consulting work for stakeholders, analyzing quantitative and qualitative survey data, to uncover pain points, drive product improvement, and identify unmet customer needs.
- Present research findings leveraging storytelling methods to engage intimate and large audiences, spanning subject matter experts and digital leadership.
- Empower stakeholders to self-serve through dashboard creation and training in Qualtrics.
- Assess impact of digital experience on card member’s brand perception.
- Monitor website and app product health by consistently tracking satisfaction metrics and reviewing customer feedback to identify anomalies, isolate the root cause, and know when to escalate.
- Have a constant pulse on the top pain points and bugs impacting the website and app user experience and communicate findings with key stakeholders.
Requirements
- 5+ years of experience in VOC/CX/UX discipline including analyzing survey results, preferably with digital consumer products.
- Proficiency using experience management platforms (i.e. Qualtrics, Medallia, etc.) creating dashboards, and writing surveys.
- Proficiency with analyzing large data sets using a variety of methods (i.e. in Excel, experience management platforms, text and statistical analysis tools).
- Experience working with internal business units, preferably analytics, digital product and design teams, and IT/technical partners.
- Strong written communication skills creating detailed and executive reports in PowerPoint.
- Strong verbal communication skills to deliver engaging presentations and relevant training content in both an individual and group setting (virtual or in person).
- Ability to present a compelling, convincing narrative using data to drive change.
- Executive presence, comfortable when communicating with and presenting to senior leadership.
- Ability to work autonomously in an ambiguous environment to improve/transform processes.
- A strong customer-first mindset with a pulse on industry trends and consumer insights.
- Positive attitude, a proactive mindset, and eagerness to learn.
- Flexibility collaborating with colleagues and management across global time zones.
- Strong time management and prioritization skills to meet deadlines.
Key Skills
- Experience analyzing J.D. Power survey research.
- Experience developing competitive benchmarking strategy.
- Awareness of website and app development best practices.
Benefits
- Competitive base salaries
- 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 benefits
- 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
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 pro
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