Senior UX Researcher – International Acquisition

📍 Job Overview

Job Title: Senior UX Researcher – International Acquisition

Company: American Express

Location: London, England, United Kingdom

Job Type: Full-time

Category: User Experience Research / Design Operations

Date Posted: September 30, 2025

Experience Level: Senior / 10+ Years

Remote Status: Hybrid

🚀 Role Summary

• Drive strategic UX research initiatives for international customer acquisition, focusing on enhancing digital channel marketing and acquisition experiences.

• Lead and mentor a team of UX Researchers, fostering a culture of continuous learning and professional development within the Enterprise Research & Design team.

• Collaborate closely with Product Owners, Designers, and Business Stakeholders to translate research insights into actionable strategies for product development and user experience improvements.

• Optimize research workflows and resource allocation to ensure alignment with Enterprise Acquisition Products & Platforms (EAPP) roadmaps and strategic business objectives.

• Champion the voice of the customer by defining pain points and validating solutions throughout the acquisition journey to meet both customer needs and business demands.

📝 Enhancement Note: This role is positioned as a Senior UX Researcher with significant leadership responsibilities, including people management and strategic workflow optimization. The focus on "International Acquisition" implies a need to understand diverse market needs and regulatory landscapes. The reporting structure to the Director of UX Research, Acquisition, and collaboration across India, London, and New York time zones highlight the global and cross-functional nature of the role.

📈 Primary Responsibilities

• Strategic Research Leadership: Oversee end-to-end management of high-visibility UX research initiatives for customer-facing digital acquisition experiences across multiple markets.

• Methodology & Thought Leadership: Provide thought leadership on UX research methodologies, report writing, and communication channels to elevate the UXR team's capabilities.

• Stakeholder Engagement: Build and maintain strong relationships with product, design, marketing, and EAPP leadership to socialize research findings and inform long-term strategic planning (e.g., 2026 roadmaps and beyond).

• Insight Packaging & Communication: Effectively package and communicate UX research work and critical insights to EAPP teams and senior leadership within Enterprise Design & Research (ED&R).

• Team Workflow Optimization: Optimize research workflows within the UXR team to ensure alignment with EAPP roadmaps and efficient resource allocation for enterprise strategic initiatives.

• User-Centered Design Application: Employ a diverse range of qualitative and quantitative methodologies within a digital product development environment, always maintaining a user-centered approach.

• Consultation & Recommendation: Consult with product/channel owners and UX/UI designers to define research requirements and provide actionable recommendations that align with identified needs and business objectives.

• Cross-Market Cohesion: Ensure a cohesive and consistent user experience across various products, channels, and international markets.

• Budget Management: Manage the EAPP/ED&R UXR budget, ensuring 100% utilization and demonstrating strong financial stewardship.

• Cross-Functional Partnership: Partner effectively with stakeholders and business partners within a complex matrixed organizational structure.

• People Leadership: Directly manage and mentor two direct reports, providing guidance, support for their goals, and fostering their career growth.

📝 Enhancement Note: The responsibilities emphasize a blend of individual research contribution, strategic leadership, team management, and cross-functional collaboration. The mention of "2026 roadmaps" suggests a forward-looking strategic component to the role. Budget management is explicitly called out, indicating a need for financial acumen.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong academic foundation in fields like Cognitive Science, Behavioral Economics, Anthropology, Psychology, Sociology, or Human-Computer Interaction is highly valued, demonstrating a deep understanding of human behavior.

Experience: A minimum of 10+ years of progressive experience in consumer insights and UX research is required, with a proven track record of applying research methodologies to drive impactful business decisions.

Required Skills:

• UX Research Expertise: Deep understanding of fundamental UX research theories, principles, and concepts, with practical application in industry.

• Qualitative Methodologies: Fluency in a wide range of qualitative research methods and tools, including usability testing (remote and in-person), focus groups, card sorting, and co-creation workshops.

• Quantitative Research Awareness: Understanding of how quantitative research methods can complement qualitative findings to provide comprehensive insights.

• Human Behavior Understanding: Demonstrated deep understanding of human behavior derived from fields such as cognitive science, behavioral economics, anthropology, psychology, or sociology.

• Data Synthesis & Insight Generation: Proven ability to synthesize complex data and research findings into actionable insights and compelling artifacts.

• Stakeholder Management: Success in working across a matrixed environment and building strong relationships with diverse stakeholders (product, design, marketing).

• Team Leadership & Mentorship: Experience leading and inspiring a team, providing guidance, and supporting career development.

• Customer Advocacy: Proven track record of championing the voice of the customer and influencing business decisions to shape positive outcomes.

• Agile & Fast-Paced Environment: Ability to drive results while managing deliverables in a dynamic and changing environment.

• Collaboration & Communication: Collaborative and generous in interactions, with strong communication skills for presenting work and insights effectively.

Preferred Skills:

• Experience specifically within the customer acquisition or digital marketing space.

• Familiarity with financial services or a similarly regulated industry.

• Experience managing research budgets and demonstrating ROI on research investments.

• Proficiency in synthesizing findings into various quality artifacts, such as customer journey maps, experience maps, empathy diagrams, mental models, behavioral archetypes (personas), storyboards, affinity maps, topline reports, posters, or infographics.

• Awareness of how quantitative research methods can work in tandem with qualitative methods.

📝 Enhancement Note: The emphasis on "consumer insights" and "human behavior" from specific academic disciplines suggests a preference for candidates with a strong theoretical and applied understanding of user psychology and behavioral science. The requirement for a portfolio is critical, highlighting the need to showcase practical application of research skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio demonstrating a minimum of 10 years of experience is essential.

• Showcase the ability to synthesize research findings into high-quality, actionable artifacts. Examples include:

  • Customer journey maps
  • Experience maps
  • Empathy diagrams
  • Mental models
  • Behavioral archetypes (e.g., personas)
  • Storyboards
  • Affinity maps
  • Topline reports
  • Posters or infographics

• The portfolio should highlight projects where UX research directly influenced product decisions and improved customer acquisition experiences.

Process Documentation:

• Evidence of optimizing research workflows and resource allocation within a team or department.

• Examples of how research findings were packaged and communicated to diverse audiences, including senior leadership.

• Demonstrate experience in defining research requirements in consultation with product owners and UX/UI designers.

• Showcase a user-centered approach applied within a digital product development context.

📝 Enhancement Note: The portfolio requirement is heavily emphasized, indicating it will be a critical component of the application review process. Candidates should prepare to clearly articulate their role in research projects, the methodologies used, the insights generated, and the tangible impact on business outcomes and user experience.

💵 Compensation & Benefits

Salary Range: As a Senior UX Researcher role at a major financial institution like American Express in London, a competitive salary is expected. Based on industry benchmarks for senior-level UX Research positions in London with 10+ years of experience and leadership responsibilities, the estimated salary range is typically between £70,000 and £100,000 per annum. This range can fluctuate based on the candidate's specific experience, the exact scope of responsibilities, and the prevailing market conditions.

Benefits:

• Competitive Base Salary: Reflecting the senior level and responsibilities.

• Bonus Incentives: Performance-based bonuses are standard for roles at this level.

• Financial Well-being Support: Programs and resources to support financial planning and retirement.

• Comprehensive Health Coverage: Medical, dental, vision, life insurance, and disability benefits are provided.

• Flexible Working Model: Hybrid work arrangements are standard, offering a balance between in-office collaboration and remote flexibility.

• Generous Paid Parental Leave: Supporting new parents with extended leave policies.

• On-site Wellness Centers: Access to staffed wellness centers for physical health (location-dependent).

• Mental Health Support: Free and confidential counseling through the Healthy Minds program.

• Career Development: Opportunities for continuous learning, training, and professional growth.

Working Hours: A standard full-time work week, typically around 40 hours, is expected. The hybrid work model offers flexibility in structuring these hours, with the expectation of collaboration across India, London, and New York time zones, which may require some adjustments to standard working hours.

📝 Enhancement Note: The salary estimate is based on typical compensation for senior UX Research roles in London, considering the company's prestige and the role's leadership component. Benefits at American Express are comprehensive, aligning with a large, established corporation focused on employee well-being and development. The mention of time zone collaboration is crucial for understanding the practical application of the working hours.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (specifically credit card and payment services). American Express is a global leader in this sector, known for its premium customer service and innovative approach to financial products.

Company Size: American Express is a large, established corporation with tens of thousands of employees globally. This size implies structured processes, significant resources, and opportunities for career advancement within various divisions.

Founded: Founded in 1850, American Express has a long and rich history of innovation and customer focus, which informs its current culture of reliability, trust, and service excellence.

Team Structure:

• The Senior UX Researcher will report to the Director of UX Research, Acquisition, within the Enterprise & Design Research (ED&R) team.

• This role involves direct people leadership of two direct reports within the UXR team.

• Close collaboration is expected with the International Acquisition Design team, Product Management teams, and Product Managers.

Methodology:

• Data-Driven Decision Making: Research insights are fundamental to informing product development and business strategies.

• User-Centricity: A strong emphasis on understanding and addressing customer needs and pain points is core to the company's service-oriented culture.

• Process Optimization: Continuous efforts to improve workflows, resource allocation, and research methodologies to enhance efficiency and impact.

• Cross-Functional Collaboration: A collaborative approach is essential for integrating research findings into product roadmaps and marketing efforts.

Company Website: https://www.americanexpress.com/

📝 Enhancement Note: American Express's long history and position in the financial services industry suggest a culture that values stability, customer trust, and service excellence, alongside a drive for innovation. The matrixed structure and global collaboration requirement are key aspects for candidates to understand.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position within the UX Research discipline, specifically focused on the Acquisition domain. It combines individual contribution with significant leadership responsibilities, including people management and strategic input into product roadmaps. This level signifies expertise, autonomy, and the ability to influence strategic direction.

Reporting Structure: The Senior UX Researcher reports directly to the Director of UX Research, Acquisition. This reporting line suggests a clear path for guidance, performance feedback, and career development within the UX Research function. Collaboration will extend across product, design, and marketing teams.

Operations Impact: The role directly impacts the company's growth strategy by improving customer acquisition and digital experiences. By identifying and addressing customer pain points in the acquisition journey, this role contributes to increased conversion rates, customer satisfaction, and ultimately, revenue growth for American Express. Insights from this research will shape crucial product and platform decisions.

Growth Opportunities:

• Leadership Development: Direct people management experience for two direct reports provides a strong foundation for future leadership roles within UX Research or broader design/product management.

• Strategic Influence: Opportunity to shape the strategic direction of acquisition products and platforms through rigorous research and insights, gaining visibility with senior leadership.

• Domain Expertise: Deepen expertise in customer acquisition within the financial services industry, a critical area for a company like American Express.

• Methodology Expansion: Exposure to a wide array of research challenges and the opportunity to refine and expand expertise in various qualitative and quantitative methodologies.

• Cross-Functional Mobility: Potential to move into other UX research roles, product management positions, or strategic roles within American Express due to the cross-functional nature of the work.

📝 Enhancement Note: This role is a significant step for a UX Researcher, offering leadership, strategic impact, and deep domain expertise within a leading financial services company. The emphasis on "acquisition" and "international" further refines the growth trajectory within specialized product areas.

🌐 Work Environment

Office Type: American Express typically offers a professional corporate office environment. Given the "Hybrid" work arrangement, this role will involve a mix of working from a designated office location and remotely. The office environment is likely to be conducive to collaboration, with meeting rooms and shared workspaces.

Office Location(s): The primary office location mentioned is London, United Kingdom. However, the role requires collaboration with teams in India and New York, suggesting that while based in London, the work has a global reach and requires engagement with colleagues across different time zones.

Workspace Context:

• Collaborative Spaces: The office environment will likely provide spaces for team meetings, brainstorming sessions, and cross-functional workshops, supporting the collaborative nature of the role.

• Tools & Technology: Access to standard corporate IT infrastructure, collaboration tools (e.g., Microsoft Teams, Slack), and specialized UX research software will be available.

• Team Interaction: Opportunities to interact with UX researchers, designers, product managers, and other stakeholders, fostering a dynamic and intellectually stimulating work environment.

Work Schedule: A standard full-time schedule (approximately 40 hours per week) is expected. The hybrid model allows for flexibility in daily scheduling, but the need for collaboration across different time zones (India, London, New York) means that some adaptability in working hours might be necessary to accommodate meetings and urgent discussions.

📝 Enhancement Note: The hybrid nature of the role is key, indicating a need for self-discipline and effective remote communication skills alongside the ability to collaborate effectively in person. The cross-timezone collaboration is a significant aspect of the daily work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience.

• Hiring Manager Interview: A discussion with the Director of UX Research, Acquisition, to delve into your experience, leadership style, research philosophy, and alignment with the team's strategic goals.

• Research Exercise/Case Study: You may be asked to present a past research project in detail or tackle a hypothetical research challenge relevant to customer acquisition. This is where your portfolio will be heavily utilized.

• Team/Stakeholder Interviews: Meetings with other UX researchers, designers, and product managers to assess your collaboration skills, communication style, and ability to integrate into the team.

• Final Interview: Potentially with a more senior leader to discuss strategic vision and overall fit within the organization.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 of your most impactful projects that best showcase your end-to-end UX research capabilities, particularly those related to customer acquisition, digital experiences, or complex product development.

• Tell a Story: For each project, clearly articulate the business problem, your specific role and research questions, the methodologies employed (and why), the key insights derived, the impact on the product/business, and your learnings.

• Highlight Impact: Quantify results whenever possible (e.g., increased conversion rates, improved task success, reduced customer effort). If quantitative data isn't available, focus on qualitative insights that clearly led to strategic shifts or product improvements.

• Showcase Artifacts: Include examples of your synthesized research outputs (journey maps, personas, reports, etc.) to demonstrate your ability to translate raw data into understandable and actionable formats.

• Tailor to Amex: Emphasize projects that align with American Express's focus on customer experience, innovation, and growth in the financial services sector.

• Be Prepared to Discuss: Anticipate questions about your research process, decision-making, handling challenging stakeholders, and how you manage your team's workload and development.

Challenge Preparation:

• Understand Acquisition Funnels: Familiarize yourself with common customer acquisition funnels in digital environments, especially for financial products.

• Research Methodologies: Be ready to discuss the pros and cons of various qualitative and quantitative methods and when to apply them.

• Problem-Solving: Practice breaking down complex problems into researchable questions and outlining a potential research plan.

• Communication: Prepare to articulate your research strategy, findings, and recommendations clearly and concisely, as if presenting to product and business leaders.

📝 Enhancement Note: The emphasis on portfolio review suggests it's a critical gate. Candidates should prepare a compelling narrative for each project, demonstrating not just research execution but strategic thinking and business impact. The mention of "International Acquisition" should guide the selection of portfolio examples.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Tools for conducting remote usability testing, surveys, and participant recruitment (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Lookback, Maze).

• Collaboration Suites: Tools for team communication and project management (e.g., Microsoft Office Suite, Google Workspace, Slack, Microsoft Teams).

• Design & Prototyping Tools (for collaboration): Familiarity with tools used by designers, such as Figma, Sketch, or Adobe XD, to understand their workflows and integrate research findings.

• Data Analysis Tools: Software for qualitative data analysis (e.g., Dovetail, NVivo) and potentially basic quantitative analysis tools.

Analytics & Reporting:

• Web Analytics: Understanding of tools like Google Analytics, Adobe Analytics for understanding user behavior on digital platforms.

• Business Intelligence Tools: Familiarity with BI platforms (e.g., Tableau, Power BI) for understanding how research insights can be integrated with broader business metrics.

• Reporting & Presentation Software: Tools for creating clear and compelling reports and presentations (e.g., PowerPoint, Google Slides).

CRM & Automation:

• While not a primary tool for UX Research, an understanding of CRM systems (like Salesforce) and marketing automation platforms can provide context on how customer data is managed and utilized, influencing acquisition strategies.

📝 Enhancement Note: While the job description doesn't explicitly list tools, based on industry standards for senior UX Researchers and the mention of digital acquisition and product development, proficiency in common UX research platforms, collaboration tools, and data analysis software is expected. Awareness of analytics and BI tools is also beneficial for understanding the broader business context.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the customer is paramount. This translates to research that genuinely prioritizes user needs and pain points.

• Innovation: American Express fosters a culture of continuous innovation, encouraging new ideas and approaches to problem-solving, particularly in digital experiences and acquisition strategies.

• Service Excellence: The company's reputation is built on exceptional service. This value is reflected in the pursuit of seamless, user-friendly experiences.

• Integrity & Trust: As a financial institution, integrity and trust are core values. This means research must be conducted ethically and findings must be communicated transparently.

• Collaboration: A strong emphasis on working together across teams and functions to achieve shared goals, especially in a matrixed environment.

• Continuous Learning: Encouragement of ongoing professional development and staying abreast of evolving research methodologies and industry trends.

Collaboration Style:

• Cross-Functional Integration: The role requires active collaboration with product, design, marketing, and engineering teams, acting as a bridge between user needs and business objectives.

• Open Communication: An environment where ideas can be shared freely, and constructive feedback is welcomed to refine research approaches and product designs.

• Partnership-Oriented: Building strong working relationships based on mutual respect and a shared commitment to delivering excellent customer experiences.

• Strategic Alignment: Ensuring research efforts are aligned with broader business strategies and roadmaps, fostering a cohesive approach to product development.

📝 Enhancement Note: The company values emphasize customer focus, integrity, and innovation, which are critical for a role shaping user experiences in a sensitive industry like financial services. The collaborative style is essential given the matrixed structure and global team interactions.

⚡ Challenges & Growth Opportunities

Challenges:

• Global Complexity: Adapting research methodologies and insights to diverse international markets with varying cultural nuances, digital literacy, and regulatory environments.

• Matrixed Environment Navigation: Effectively influencing stakeholders and driving research initiatives across multiple departments and geographies with potentially competing priorities.

• Balancing Strategic vs. Tactical Research: Managing a portfolio that includes both long-term strategic research (e.g., informing 2026 roadmaps) and immediate tactical needs for product development.

• Data Synthesis Across Diverse Sources: Integrating insights from various qualitative and quantitative research efforts, alongside market data, to form a holistic understanding.

• Leading and Developing Researchers: Effectively mentoring and guiding direct reports, ensuring their professional growth and consistent output quality.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to explore and implement cutting-edge research techniques relevant to digital acquisition and international markets.

• Leadership Skills: Developing people management, strategic planning, and stakeholder influence skills through direct experience and mentorship.

• Industry Expertise: Deepening knowledge of the financial services industry, customer acquisition dynamics, and the competitive landscape of credit card products.

• Cross-Cultural Competence: Enhancing skills in conducting research and collaborating effectively with teams and users from different cultural backgrounds.

• Strategic Impact: Contributing to high-stakes product decisions that have a significant impact on American Express's global growth and customer relationships.

📝 Enhancement Note: The challenges highlight the complexity and strategic importance of the role, particularly its international scope and leadership demands. The growth opportunities are geared towards developing well-rounded senior leaders in the UX research field.

💡 Interview Preparation

Strategy Questions:

• Research Strategy for International Acquisition: "How would you approach developing a research strategy to understand and improve the digital acquisition journey for potential customers in [specific emerging market/region]?" (Focus on methodology, stakeholder engagement, and cultural considerations).

• Driving Impact with Insights: "Describe a time you used UX research insights to significantly influence a product roadmap or business decision. What was the challenge, your approach, and the outcome?" (Demonstrate your ability to translate findings into action).

• Leading a Research Team: "How do you approach mentoring and developing junior researchers? What strategies do you use to ensure consistent quality and alignment with strategic goals across your team?" (Highlight your people leadership and workflow optimization skills).

Company & Culture Questions:

• Amex Values Alignment: "How do your personal values and professional approach align with American Express's core values of customer centricity, integrity, and innovation?" (Research Amex's values thoroughly).

• Collaboration in a Matrix: "Describe your experience working in a matrixed organization. How do you build consensus and drive alignment on research priorities with diverse stakeholders?" (Emphasize your stakeholder management and communication skills).

• Measuring Research Impact: "How do you measure the success and impact of your UX research initiatives? What metrics do you track?" (Show your understanding of ROI and business outcomes).

Portfolio Presentation Strategy:

• Structure for Impact: For each selected project, use a clear narrative: Problem -> Your Role & Research Questions -> Methodology -> Insights -> Recommendations -> Impact (quantified if possible) -> Learnings.

• Visual Storytelling: Use visuals (screenshots, personas, journey maps) to make your presentations engaging and easy to follow.

• Focus on "Why": Explain why you chose specific methodologies and why certain insights were critical.

• Demonstrate Strategic Thinking: Articulate how your research contributed to solving business problems or achieving strategic goals, not just understanding user behavior in isolation.

• Be Prepared for Deep Dives: Anticipate detailed questions about your process, decision-making, and challenges encountered.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, leadership capabilities, and a deep understanding of how UX research drives business outcomes, particularly in the context of international customer acquisition.

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📌 Application Steps

To apply for this Senior UX Researcher position at American Express:

• Submit Your Application: Complete and submit your application through the provided link on the American Express careers portal.

• Curate Your Portfolio: Strategically select 3-4 of your most relevant and impactful UX research projects, focusing on customer acquisition, digital experiences, and international markets. Ensure each project clearly outlines the problem, your role, methodology, insights, and impact.

• Tailor Your Resume: Highlight your 10+ years of experience in consumer insights and UX research, leadership experience, and success in matrixed environments. Use keywords from the job description to ensure ATS compatibility.

• Prepare for Presentation: Practice articulating your portfolio projects and research strategies, focusing on clear communication, strategic impact, and quantitative results where possible. Be ready to discuss your leadership approach and problem-solving skills.

• Research American Express: Understand the company's mission, values, products, and recent initiatives, particularly in the acquisition and digital product spaces. This will help you tailor your responses and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.