Join the Team that Leads the Way
At American Express, we're not just a company, we're a community that's passionate about making a difference in the lives of our customers. With a rich history and a commitment to excellence, we've established ourselves as a leader in the financial services industry. Our Amex Digital Labs team is at the forefront of innovation, driving the development of cutting-edge digital products and services that are changing the way people live, work, and interact. As a UX Researcher, you'll play a vital role in shaping the user experience of our digital offerings, working closely with cross-functional teams to deliver research-driven insights that inform product strategy and design.
About Amex Digital Labs
Amex Digital Labs is the innovation hub of American Express, responsible for originating, incubating, and leading emerging products and partnerships that drive business growth and customer impact. Our team is dedicated to fostering a culture of creativity, customer-centricity, and innovation, with a focus on crafting industry-leading digital payment and commerce solutions, leveraging our outstanding servicing network and lifestyle assets to build digital experiences, and defining new products and services based on emerging technologies and trends.
The UX Team at Amex Digital Labs
The UX Team at Amex Digital Labs is a dynamic and collaborative group of professionals who are passionate about delivering world-class user experiences. As a UX Researcher, you'll be part of a talented team that drives and supports the research, copy, design, and accessibility needs for a broad range of critical initiatives across e-commerce solutions, peer-to-peer payments, generative AI, digital identity, and other emerging technologies. You'll have the opportunity to work on complex and challenging projects, leveraging your expertise to elevate knowledge and understanding of our users across UX, product, and engineering.
Key Responsibilities
- Lead research strategy and efforts in close collaboration with product and UX colleagues, advising on best research methods, tools, and frameworks based on product goals and expected outcomes.
- Facilitate workshops with design and product stakeholders to align on learning needs and frame the research approach.
- Partner with external research vendors to execute research for our product team, leveraging a variety of methods to explore user needs, pain points, and opportunities to create more value.
- Triangulate data from multiple sources to generate insights that elevate stakeholder understanding of our users, creating research artifacts that bring user needs and insights to life.
- Provide support for research leadership presentations, presenting research programs and new ideas to cross-functional partners and leaders.
- Implement a framework to track research efforts and outcomes, using learnings to improve research strategy and coaching product team members in the end-to-end research process.
- Maintain compliance with data privacy and tooling standards, ensuring the highest level of quality and integrity in our research practices.
Essential Qualifications
To succeed in this role, you'll need to have:
- At least 5 years of hands-on experience in UX research, with a proven track record of delivering high-quality research insights that inform product strategy and design.
- Proficiency in using research tools such as dscout, User Testing, UserZoom, and Qualtrics, with the ability to support a variety of methods across the research lifecycle.
- A strong understanding of fundamental UX research theories, principles, and concepts, gained through practical experience in industry or academia, on-the-job training, or formal education.
- Excellent communication skills, with the ability to present complex research findings in a clear and engaging way to both technical and non-technical stakeholders.
- A proactive and energetic approach to work, with a keen attention to detail and a passion for delivering high-quality research insights.
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
- A background in working with cross-functional teams, including product, design, and engineering.
- Familiarity with Agile methodologies and the ability to work in a iterative and incremental way.
- Knowledge of emerging technologies and trends, such as generative AI, digital identity, and e-commerce solutions.
Skills and Competencies
To excel in this role, you'll need to possess the following skills and competencies:
- Research expertise: A deep understanding of UX research principles, methods, and tools, with the ability to apply this knowledge to drive research-driven insights.
- Communication skills: Excellent written and verbal communication skills, with the ability to present complex research findings in a clear and engaging way.
- Collaboration and teamwork: The ability to work effectively with cross-functional teams, including product, design, and engineering.
- Analytical and problem-solving skills: A strong analytical mindset, with the ability to triangulate data from multiple sources to generate insights that inform product strategy and design.
- Adaptability and flexibility: The ability to adapt to changing priorities and deadlines, with a flexible and proactive approach to work.
Career Growth Opportunities and Learning Benefits
At American Express, we're committed to helping our colleagues grow and develop in their careers. As a UX Researcher, you'll have access to a range of career development and training opportunities, including:
- Mentorship and coaching from experienced professionals.
- Training and development programs to enhance your research skills and knowledge.
- Opportunities to work on complex and challenging projects, with a focus on innovation and customer-centricity.
- A collaborative and dynamic work environment that encourages knowledge-sharing and teamwork.
Work Environment and Company Culture
At American Express, we're proud of our culture and the values that we uphold. Our Amex Digital Labs team is a dynamic and collaborative group of professionals who are passionate about delivering world-class digital experiences. We offer a flexible working model, with hybrid, onsite, or virtual arrangements depending on role and business need. Our colleagues enjoy a range of benefits, including:
- Competitive base salaries and bonus incentives.
- A comprehensive benefits package, including medical, dental, vision, life insurance, and disability benefits.
- A 6% company match on retirement savings plan.
- Free financial coaching and financial well-being support.
- 20 weeks paid parental leave for all parents, regardless of gender.
- Free access to global on-site wellness centers staffed with nurses and doctors.
- Free and confidential counseling support through our Healthy Minds program.
Compensation and Benefits
The salary range for this role is $90,000 to $165,000 annually, with bonus incentives and a comprehensive benefits package. We offer a range of benefits that support the holistic well-being of our colleagues, including physical, financial, and mental health support.
Conclusion
If you're a talented UX Researcher looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. As a member of our Amex Digital Labs team, you'll have the chance to work on complex and challenging projects, leveraging your expertise to drive research-driven insights that inform product strategy and design. With a range of career development and training opportunities, a collaborative and dynamic work environment, and a comprehensive benefits package, we offer a compelling proposition for professionals looking to grow and develop in their careers. Apply now to join our team and help shape the future of digital experiences at American Express!
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