Senior Manager - UX Researcher

American Express; New York (NY); On-site; USD 90,000 - 165,000; Full time

Job summary

American Express is seeking a Senior UX Researcher to lead research initiatives that enhance experiences for hospitality businesses. This role involves collaboration with cross-functional teams, utilizing agile methodologies to deliver actionable insights efficiently. The position offers competitive compensation, bonuses, and comprehensive benefits promoting colleagues' well-being.

Benefits

Competitive base salaries

Bonus incentives

6% Company Match on retirement savings plan

Comprehensive medical, dental, vision benefits

20+ weeks paid parental leave for all parents

Flexible working model

Free financial coaching

Qualifications

• Experience with Agile research methods and product discovery.
• Ability to synthesize research quickly, typically within deadlines.
• Proven track record of applying research insights to drive product improvement.

Responsibilities

• Collaborate with diverse teams to enhance product experiences.
• Conduct user research for hospitality-related SaaS software.
• Manage research operations, ensuring participant recruitment and scheduling.

Skills

Collaboration

Research Skills

Agile Research

Data Analysis

Education

Bachelor's degree or equivalent experience

Tools

UserTesting

Qualtrics

Looker

Amplitude

Adobe Analytics

Salesforce

Job description

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. As part of Team Amex, you'll experience this 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.

ABOUT THE ROLE:

We’re seeking a Senior UX Researcher, reporting into the Head of Product Design & UXR within the Design team and Product organization. You’ll collaborate closely with stakeholders across the business, relentlessly improving experiences for hospitality businesses (e.g., restaurants, wineries, hotels, etc.), guests, and card members. And you’ll join a nimble Product organization that values an iterative and collaborative design process, always looking to start with understanding the problem first, not the solution.

REQUIRED VALUES:

Action-Oriented: Demonstrates a bias towards taking initiative and persistence in getting results.

· Curious: Possesses a strong desire to continuously learn.

· Objective and Impartial: Maintains neutrality and fairness in research and analysis.

· Collaborative Adaptability: Adjusts working style to effectively collaborate with diverse teams (Product, Engineering, Customer Success, Sales, Marketing) to achieve business objectives.

· Hospitality Representative: Actively supports the diverse communities, individuals, and businesses within the hospitality industry.

PREFERRED EXPERIENCE:

· Fast-paced environment – the best insights don't need fancy methodologies:

o Agile Research: Proven ability to deliver impactful insights in fast-paced environments, prioritizing efficiency over complex methodologies.

o Product Discovery: Well-rounded experience motivating teams to conduct thorough product discovery.

o Rapid Research Execution: Demonstrated ability to conduct and synthesize research from multiple data sources within tight deadlines (48 hours to 1-3 weeks).

• Customer-team(s) Collaboration: Experience partnering with customer-facing teams (Success, Sales, Support) to efficiently gather insights from existing feedback channels (CSAT comments, Sales demo recordings, Support Tickets).

• Enterprise customers – comfortable whether interviewing a Maitre'd or celebrity Chef/Owner

o Enterprise Customer Research: Experience conducting user research for SaaS software (iPad, web, and mobile) in an environment that includes diverse customers, from hospitality staff to celebrity chefs/owners.

o Proactive Research Initiatives: Successfully established programs that increase the frequency of direct customer learning opportunities for teams.

o Insight Actionability: Takes a creative and proactive approach to ensure research insights are championed, implemented, and contribute to business outcomes.

· Operational excellence – high agency with data and compliance for highly regulated industries

o Product Analytics Tools: Experience using product analytics tools (Looker, Amplitude, Adobe Analytics, etc.) to investigate and track customer pain points.

o Sales and Account Tools: Experience using sales and account management tools (Salesforce, Kustomer, Microsoft Outreach, Kaia, etc.) for research recruitment, scheduling, and reporting.

o Research Operations Management: Proven ability to independently manage research operations, including participant recruitment, scheduling, and incentive distribution.

o Research Tool Management: Experience managing research tools, including contract renewals, compliance and risk events, and security administration, to ensure timely completion of tasks and risk mitigation.

o User Research Tools: Proficiency in using traditional user research tools (UserTesting, Qualtrics, etc.) for surveys and unmoderated interviews.

Salary Range: $90,000.00 to $165,000.00 annually + bonus + benefits

The above 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.

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 thrive personally and professionally:

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring 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.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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