UX Researcher I (Remote or Hybrid)

The Enterprise Design & Research (EDR) team is a global team of highly talented multi-disciplinary designers and researchers. We are highly embedded within the digital product management organization and lead design efforts from concept through to production for the largest servicing channels for American Express, across web, mobile and push. With in EDR, The Customer Experience Insights (CXI) team is passionate about creating a better journey for every user from beginning to end – and we're continually evolving our Customer Experience (CX) practice to meet our card member and prospects' changing digital needs.

Reporting to the Director of CXI, you will be responsible for helping teams uncover and translate user needs that drive customer-centered product and design decisions across digital platforms including web and app. The ideal candidate will have extensive experience in the CX/VOC space with tools and platforms (e.g. Qualtrics) to deploy surveys on digital channels, draft survey questions, build dashboards, and define/track experience metrics. They will have expertise tying operational and experience data together and a proven track record for successfully consulting and partnering with product owners, designers, and business stakeholders in the digital landscape to increase customer satisfaction. They will have a demonstrated experience in coaching and developing junior colleagues, a proven ability to influence broader stakeholders, and be comfortable challenging the status quo when appropriate.

This is a hybrid role based out of Gurgaon, India.

Keep a constant pulse on Qualtrics new features and be a thought leader in driving continuous improvement to our digital survey program.

Establish Qualtrics governance frameworks for data privacy, survey approvals, etc.

Define data integration standards with input from compliance and privacy teams and lead future integrations efforts

Lead the text analytics strategy and execution via TextIQ including maintenance of parent/child topics and tagging.

Lead automated anomaly detection of survey results through Qualtrics including isolating root cause and know when to escalate. (Serve as liaison between CX Insights, Technology, and vendors when needed. Lead CX Program training and coaching calls for stakeholders in India and UK.

Understand challenges, industry trends, consult and help business partners achieve their objectives utilizing a consultative approach.

Help lead the CX insights strategy across Enterprise Technology Services to provide the user perspective to create a roadmap that aligns with digital product development, identifying innovative ways to experiment and get card member feedback

Motivate others to conduct customer research during the product development process, encouraging a truly customer centric view within the organization

Leverage external research to understand industry trends, CX best practices, and conduct benchmarking.

5+ years of CX/VOC industry experience including drafting and deploying digital surveys, developing text analytics solutions, and crafting dashboards, on CX platforms.

Expert level know knowledge of the Qualtrics platform including TextIQ, StatsIQ, workflows, dashboards, and intercept projects.

Expertise building processes/governance frameworks in regulated environments partnering with subject matter experts and compliance teams.

Comfortable with analyzing large data sets using a variety of methods (e.g. in Excel, Tableau, XM platforms, text analysis, statistical analysis tools).

Foundational knowledge of Quantitative and Qualitative research methods, and how they complement each other.

Strong project management skills, with proven ability to craft roadmaps, prioritize multiple competing work efforts, and escalate roadblocks when appropriate.

Comfortable working across locations and time zones, with both co-located and remote team members.

Experience working with multiple internal audiences, preferably analytics, digital product and design, engineering partners, and compliance teams.

Foundational knowledge of digital analytics tools and data warehouse platforms.

Awareness of website/app development best practices.

Experienced people leader, with a track record of developing others at the Analyst level.

Familiarity with design standards such as WCAG guidelines.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership 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.

This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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)

Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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