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American Express Senior UX Researcher in Phoenix, Arizona


You Lead the Way. We’ve Got Your Back.

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 redefining what’s possible - and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.


Conduct UX research using industry best practices to determine the strengths and weaknesses of American Express workplace technologies, including in-house tools, third-party products, support services, and more. Translate those learnings into impactful training content that will help colleagues elevate their use of technology.

Organizational Context:

Member of an integrated user experience team that reports to the Director of UX and Digital Literacy inside the Digital Workplace organization within Technology.

Key Responsibilities:

  • Conduct UX research on Digital Workplace tools and technology, looking for colleague friction and pain points

  • Create a research plan and execute that plan

  • Conduct both qualitative and quantitative research

  • Perform successful readouts with research findings and recommendations

  • Leverage journey maps, interviews, A/B testing, and many other practices to identify strengths and weaknesses of workplace technologies

  • Evaluate and report both descriptive and basic inferential information

  • Run focus groups, build surveys, and conduct interviews

  • Translate key learnings into digital literacy topics for colleague education

  • Deliver key learnings to colleagues in multimedia channels

  • Media personality and skilled videographer

  • Ability to be a one-person content creator

Scope of Impact/Influence:

  • Plans, leads and conducts research efforts on tech tool related projects

  • Provides direction and mentorship to junior level researchers

  • Media personality and key digital literacy content creator


Education & Experience

5 years of experience in UX Research:

  • Experience with the most common UX research processes

  • Experience conducting qualitative and quantitative research

  • Experience creating and executing UX research plans

  • Experience drafting and presenting recommendations based on research findings

  • Skill in evaluating and reporting both descriptive and basic inferential information

  • Experience with conducting remote research

  • Experience designing and then delivering digital literacy content in multimedia channels

  • 5 years of experience creating and delivering content in common social media channels

High-performing Behaviors:

  • Recognizes opportunities to adopt innovative technologies and communication mechanisms to reach colleagues

  • Able to challenge the status quo and drive innovation by generating creative ideas Keeps up-to-date on current research practices

  • Keeps up to date on current social media and streaming trends

  • Uses appropriate technology for the situation at hand

  • Tries new approaches when problem solving, seeking ideas, or suggestions from others Carries out systematic and rational analysis to identify the root cause of problems Recognizes the importance of collaboration to achieve objectives

  • Is clear when explaining ideas and concepts to others, communication is structured and easy to understand

  • Leads multiple tasks effectively - progresses work in parallel

  • Adapts to change quickly and easily

  • Handles problems and acts on own initiative without being prompted

  • Knows when to raise decisions and when to make on-the-spot decisions


  • Strong research skills

  • Ability to create and execute research plans

  • Ability to perform successful readouts

  • Ability to draft and present recommendations

  • Creative and inquisitive

  • Able to collaborate with a wide range of individuals and teams

  • Able to conduct both qualitative and quantitative research

  • Able to adapt and conduct new tactics

  • Able to conduct most common UX research processes, from recruiting and development, to fielding and data collection

  • Able to evaluate and report both descriptive and basic inferential information

  • Able to communicate a variety of concepts and topics clearly to colleagues using a variety of communication and educational channels

  • Script writing

  • Onscreen speaking and presenting

  • Comfortable with premier pro editing software

  • Comfortable with adobe audition editing software

  • Script writing proficient

  • Skilled director of photography including lighting set up and use

  • Effective at camera work with digital media

  • Able to distribute and promote media content on internal sites

Technology Core Competencies:

  • Adaptive Communication

  • Organizational Change Management

  • Technical Acumen

  • Technology Industry Trends

Game Changers:

  • Adaptability

  • Collaboration & Teamwork

  • Continuous Improvement

  • Courage

  • Curiosity

  • Ingenuity

  • Servant

  • Leadership

  • Tenacity

Role Core Competencies:


  • Iterative Design Planning and Development

  • Mastery of recording and video editing technologies


  • Design Thinking

  • Persuasive Design for Credibility and Trust

  • UX Research Methodologies

  • Storyboarding, journey mapping, Videography, content construction and delivery


  • Storytelling, bringing others with you, setting the agenda

  • Enterprise thinking

  • Relationship Management


  • Research Industry Trends

  • Social media trends

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

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

Job: Technology

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 21022576