UX Researcher

📍 Job Overview

Job Title: UX Researcher

Company: American Express

Location: Phoenix, Arizona, United States

Job Type: Full-time

Category: User Experience Research / Product Development

Date Posted: 2026-01-15

Experience Level: Mid-Level (2-5 Years)

Remote Status: Hybrid

🚀 Role Summary

• Lead end-to-end User Experience (UX) research initiatives, encompassing planning, execution, analysis, and synthesis of findings to drive product strategy and design decisions.

• Apply a robust understanding of both qualitative and quantitative research methodologies, including interviews, usability testing, surveys, journey mapping, and A/B testing, to uncover user needs and pain points within the digital workplace.

• Translate complex research data into clear, actionable insights and compelling narratives that influence product roadmaps and inform the development of colleague-facing digital experiences.

• Foster a user-centered design culture by collaborating closely with cross-functional teams, including Product Managers, Designers, and Engineers, to embed user insights throughout the product lifecycle.

📝 Enhancement Note: The role is described as a UX Researcher within American Express's Digital Workplace team, focusing on internal colleague experiences. This requires a strong foundation in research execution and the ability to work independently on moderately complex initiatives, making it a mid-level role. The emphasis on influencing product decisions and translating insights suggests a role that bridges research and strategy.

📈 Primary Responsibilities

• Independently plan, design, and execute comprehensive UX research studies across the full product lifecycle, from initial discovery to iterative improvements.

• Select and apply appropriate qualitative and quantitative research methods (e.g., user interviews, contextual inquiries, usability testing, surveys, card sorting, tree testing, diary studies, A/B testing) to address specific research questions and business objectives.

• Conduct participant recruitment, screening, and session moderation, ensuring ethical research practices and high-quality data collection.

• Analyze and synthesize research data from various sources to identify key themes, patterns, user needs, pain points, and opportunities for product enhancement.

• Develop and deliver clear, concise, and actionable research findings and recommendations to product teams, design stakeholders, and leadership through compelling presentations, reports, and workshops.

• Partner effectively with Product Managers, Designers, Engineers, and other cross-functional stakeholders to ensure research insights are understood, integrated, and acted upon throughout the product development process.

• Contribute to the continuous improvement of UX research practices and methodologies within the Digital Workplace team and American Express.

• Support research efforts for a diverse range of digital tools and platforms, including internal applications, third-party integrated solutions, and support services.

📝 Enhancement Note: The responsibilities highlight an end-to-end research ownership, suggesting a need for strong project management and methodological flexibility. The emphasis on translating insights into actionable recommendations and partnering with cross-functional teams indicates a strategic component beyond pure research execution.

🎓 Skills & Qualifications

Education: Bachelor’s degree in User Experience, Human Factors, Psychology, Human-Computer Interaction, Computer Science, or a related field, or equivalent practical experience.

Experience: 2-5 years of proven experience in User Experience Research.

Required Skills:

• Proven ability to independently lead end-to-end UX research projects from conception to completion.

• Demonstrated expertise in a wide range of qualitative research methods (e.g., user interviews, usability testing, ethnographic studies, diary studies, contextual inquiry).

• Solid understanding and practical experience with quantitative research methods (e.g., surveys, A/B testing, analytics review, card sorting, tree testing).

• Strong analytical and synthesis skills to translate complex data into clear, actionable insights and compelling narratives.

• Excellent verbal and written communication skills, with the ability to effectively present research findings and recommendations to diverse audiences, including technical and non-technical stakeholders.

• Proficient in research participant recruitment and moderation.

• Experience with common UX research tools and platforms (e.g., survey software, usability testing platforms, analytics tools).

• Familiarity with Design Thinking principles and collaborative, iterative product development workflows.

Preferred Skills:

• Working knowledge of other UX disciplines, including user journey mapping, wireframing, and prototyping.

• Experience with statistical analysis and understanding of descriptive statistics and basic inferential concepts.

• Familiarity with documenting user journeys and illustrating ideas through rough sketches.

• Experience conducting remote research and supporting distributed teams.

• Experience researching internal enterprise tools or complex B2B digital products.

📝 Enhancement Note: The "What You Bring" section clearly outlines the required skills, emphasizing independence, methodological breadth, and communication. The preferred skills suggest a desire for a well-rounded UX professional who can contribute beyond core research. The "Growth Mindset" section implies a candidate eager to learn and improve their practice, a crucial trait for mid-level roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end UX research projects, detailing the problem, your research approach, key findings, and the impact of your insights on product decisions and outcomes.

• Provide examples of research plans, methodologies used, and how you synthesized data to generate actionable recommendations.

• Demonstrate your ability to communicate complex findings clearly and persuasively through presentations, reports, or other artifacts.

Process Documentation:

• Detail your process for defining research objectives and selecting appropriate methodologies based on project goals and constraints.

• Illustrate your approach to data analysis and synthesis, showing how you move from raw data to impactful insights.

• Showcase your methods for collaborating with cross-functional teams and ensuring research findings are integrated into the product development lifecycle.

• Provide examples of how you advocate for the user and contribute to a human-centered design culture.

📝 Enhancement Note: While not explicitly stated as a portfolio requirement, the emphasis on "end-to-end UX research projects," "translating research findings into clear, actionable recommendations," and "effectively communicate research outcomes" strongly implies the need for a portfolio that demonstrates these capabilities.

💵 Compensation & Benefits

Salary Range: $103,750.00 to $174,750.00 annually + bonus + benefits

Benefits:

• Competitive base salaries

• Bonus incentives

• 6.25% 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

Working Hours: 40 hours per week (standard full-time). The role operates within a hybrid model, implying a flexible schedule with a combination of in-office and virtual days.

📝 Enhancement Note: The salary range is explicitly provided. The benefits list is extensive and tailored to holistic well-being, reflecting American Express's commitment to its colleagues. The mention of "Amex Flex" and flexible working models suggests adaptability in work arrangements beyond a strict hybrid model.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Technology. American Express has a long-standing history in financial services, with a significant and growing focus on digital transformation and technology to enhance customer and colleague experiences.

Company Size: Large Enterprise (over 10,000 employees). This scale means ample resources, established processes, and opportunities for impact across a global organization.

Founded: 1850. American Express has a rich history, emphasizing innovation, core values, and leadership behaviors that guide its operations and culture.

Team Structure:

• The role is part of the "award-winning Digital Workplace team," which is responsible for enabling colleague communication, connection, and productivity.

• This team likely comprises various specialists including UX researchers, designers, product managers, engineers, and operations professionals focused on internal tools and platforms.

Methodology:

• Emphasis on delivering the "world's best colleague digital experience."

• Application of UX research and best-practice consulting services throughout the full product lifecycle.

• Commitment to human-centered thinking, focusing on solving real user problems.

• Iterative product development and a collaborative approach with cross-functional teams.

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

📝 Enhancement Note: The company description highlights a culture of innovation, strong values, and commitment to employee well-being and development. The specific focus on the "Digital Workplace team" and "colleague digital experience" provides context for the UX Researcher's domain.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level UX Researcher. This level is characterized by the ability to independently lead moderately complex research initiatives, influence product decisions, and translate insights into actionable guidance, while still deepening their craft. This implies a progression from junior roles and a stepping stone towards more senior or specialized UX research positions.

Reporting Structure: The UX Researcher will be part of the Digital Workplace team and will partner closely with various product teams. They will likely report to a UX Research Lead or Manager within the Digital Workplace function, collaborating daily with Product Managers, Designers, and Engineers on specific product initiatives.

Operations Impact: The UX Researcher's work directly impacts the productivity, efficiency, and overall satisfaction of American Express's global colleagues and contractors by shaping the digital tools and platforms they use daily. This role is critical in ensuring that internal technology solutions are intuitive, effective, and support the business's strategic objectives.

Growth Opportunities:

• Skill Deepening: Opportunity to refine and expand expertise in various qualitative and quantitative research methodologies, as well as gain experience with new tools and techniques within a large enterprise.

• Leadership Development: Potential to lead larger or more strategic research initiatives, mentor junior researchers, and contribute to the strategic direction of the Digital Workplace experience.

• Cross-Functional Exposure: Gain exposure to diverse product areas and technologies within American Express, fostering a broad understanding of the business and its operational needs.

• Career Progression: Potential pathways to Senior UX Researcher, UX Research Lead, or specialized roles in areas like user advocacy, research operations, or product strategy.

📝 Enhancement Note: The role is positioned as a mid-level individual contributor with significant autonomy and influence. The growth opportunities are framed around expanding research expertise, developing leadership capabilities, and gaining broader business exposure within a large organization.

🌐 Work Environment

Office Type: Hybrid. American Express utilizes an "Amex Flex" model, offering flexibility with hybrid, onsite, or fully virtual arrangements depending on role and business needs. For this role, a hybrid arrangement is specified, suggesting a balance between in-office collaboration and remote work.

Office Location(s): Phoenix, Arizona. This location is specified for the role.

Workspace Context:

• The role is part of the Digital Workplace team, implying a focus on improving internal tools and platforms that support colleague productivity and collaboration.

• The hybrid work model suggests a dynamic environment that balances in-person interaction for team building and strategic discussions with remote work for focused individual tasks.

• Collaboration is key, with close partnerships expected with Product Managers, Designers, and Engineers, facilitated through both virtual and in-office interactions.

Work Schedule: Standard full-time (40 hours per week) with flexibility inherent in the hybrid model. This allows for structured workdays while accommodating personal needs, aligning with the company's focus on holistic well-being.

📝 Enhancement Note: The hybrid work environment is a key feature, allowing for flexibility while maintaining in-person collaboration. The focus on internal digital tools means the workspace context is centered around enhancing employee productivity and experience.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will likely conduct an initial screening call to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into your experience, research philosophy, and alignment with the team's needs.

• Portfolio Review & Presentation: This is a critical stage where you will present selected UX research projects from your portfolio. Be prepared to walk through your process, methodology, findings, and the impact of your work.

• Cross-functional Interviews: Interviews with peers and cross-functional partners (e.g., Product Managers, Designers, Engineers) to assess collaboration skills, communication style, and ability to integrate research into product development.

• Final Interview/Debrief: A final conversation, potentially with a senior leader, to discuss overall fit and answer any remaining questions.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best demonstrate your end-to-end research capabilities, showcasing a range of methodologies and impactful outcomes. Tailor your selection to highlight experience relevant to internal tools or enterprise software if possible.

• Structure Your Narrative: For each project, clearly articulate: the business problem/user need, your research questions, the methodology chosen and why, your process (recruitment, execution, analysis), key findings, actionable recommendations, and the resulting impact or outcomes.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your research. Quantify improvements in user satisfaction, task completion rates, efficiency gains, or adoption of features influenced by your insights.

• Highlight Collaboration: Emphasize how you partnered with cross-functional teams, how you communicated your findings, and how you ensured your insights were understood and acted upon.

• Be Ready for Deep Dives: Anticipate detailed questions about your methodology, decision-making process, and how you handled challenges or unexpected results.

Challenge Preparation:

• Methodology Deep Dive: Be prepared to discuss your rationale for choosing specific research methods and how you adapt your approach to different project constraints and goals.

• Problem-Solving Scenarios: Anticipate hypothetical scenarios where you might need to conduct research with limited time or resources. Outline your approach to problem-solving and decision-making.

• Communication Practice: Rehearse presenting your case studies clearly and concisely, focusing on storytelling that highlights the user and the impact of your research. Practice answering questions about your work with confidence and clarity.

📝 Enhancement Note: The interview process is structured to assess a candidate's research skills, strategic thinking, collaboration abilities, and communication effectiveness. The portfolio review is a crucial component, requiring candidates to demonstrate tangible impact and a clear process.

🛠 Tools & Technology Stack

Primary Tools:

• Survey Platforms: Tools like Qualtrics, SurveyMonkey, or Typeform for designing and deploying surveys.

• Usability Testing Platforms: Platforms such as UserTesting.com, Lookback, or Maze for conducting remote and moderated/unmoderated usability tests.

• Analytics Tools: Google Analytics, Adobe Analytics, or internal BI tools for quantitative data analysis and understanding user behavior patterns on digital platforms.

• Collaboration & Whiteboarding Tools: Miro, Mural, or similar for collaborative brainstorming, journey mapping, and affinity diagramming.

• Prototyping/Wireframing Tools (Familiarity): While not a primary design role, familiarity with tools like Figma, Sketch, or Adobe XD is beneficial for understanding design artifacts and contributing to design discussions.

Analytics & Reporting:

• Proficiency in analyzing quantitative data from surveys and web analytics to identify trends and user behavior patterns.

CRM & Automation:

• While not directly managing CRM systems, understanding how internal tools integrate with HR systems or other enterprise platforms may be relevant.

• Familiarity with the concept of automation in user workflows and how research can inform more efficient digital processes.

📝 Enhancement Note: The specified tools cover the core needs of a UX Researcher, from data collection and analysis to synthesis and communication. The mention of "homegrown tools, third-party products, and internal support services" suggests exposure to a varied technology landscape.

👥 Team Culture & Values

Operations Values:

• Customer Focus (Colleague Experience): A strong emphasis on understanding and advocating for the needs of internal users (colleagues and contractors) to ensure they have the best possible digital experience.

• Innovation: A culture that encourages new ideas and approaches to problem-solving, driving continuous improvement in digital products and services.

• Collaboration: A highly collaborative environment where cross-functional teams work together to achieve common goals, valuing diverse perspectives and shared ownership.

• Data-Driven Decision Making: A commitment to using research insights and data to inform product strategy, design decisions, and measure impact.

• Growth Mindset: An environment that supports continuous learning, personal development, and a proactive approach to skill enhancement and feedback.

Collaboration Style:

• Integrated Teams: Researchers work closely within product teams, acting as a partner to Product Managers and Designers, embedding research throughout the agile development process.

• Cross-Functional Partnerships: Strong emphasis on building relationships and effectively communicating with engineers, IT, and other business stakeholders to ensure research is understood and implemented.

• Knowledge Sharing: A culture that encourages sharing best practices, learnings, and insights across the UX research community and wider organization.

• Iterative Feedback Loops: Embracing a cycle of research, design, testing, and refinement, with continuous feedback loops between researchers and product development teams.

📝 Enhancement Note: The company culture emphasizes innovation, collaboration, and a strong focus on the internal user experience, aligning with the core tenets of user-centered design and continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Research Needs with Product Velocity: Effectively managing research timelines and priorities within fast-paced product development cycles.

• Influencing Stakeholders: Persuading diverse stakeholders with varying priorities to adopt research-backed recommendations.

• Researching Complex Enterprise Systems: Navigating the intricacies of internal tools and large-scale enterprise software to uncover meaningful insights.

• Synthesizing Diverse Data: Integrating findings from multiple research methods and sources to form a cohesive understanding.

• Measuring Research Impact: Demonstrating the tangible ROI and impact of UX research on business outcomes and colleague productivity.

Learning & Development Opportunities:

• Methodological Expansion: Opportunity to gain deeper expertise in advanced qualitative and quantitative research techniques, including experimental design and causal inference.

• Industry Conferences & Training: Potential for participation in leading UX research conferences and specialized training programs.

• Mentorship: Access to experienced UX researchers and leaders within American Express for guidance and career development.

• Cross-Disciplinary Learning: Opportunities to learn from and collaborate with experts in design, product management, and engineering.

• Strategic Influence: Developing skills to contribute more significantly to product strategy and long-term vision through research insights.

📝 Enhancement Note: The challenges are typical for a mid-level UX Researcher in a large enterprise, focusing on the practical application of research within product development and organizational dynamics. The growth opportunities highlight continuous learning and strategic development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led an end-to-end UX research project from discovery to informing product decisions. What was your approach, and what was the outcome?" (Focus on your process, methodology rationale, synthesis, and impact.)

• "How do you decide which research method to use for a given problem? Can you provide an example?" (Demonstrate your methodological flexibility and strategic thinking.)

Company & Culture Questions:

• "What interests you specifically about American Express and our Digital Workplace team?" (Research Amex's values, mission, and recent initiatives in digital transformation or employee experience.)

• "How do you approach collaborating with Product Managers, Designers, and Engineers?" (Highlight your partnership skills and understanding of cross-functional dynamics.)

Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as narratives, guiding the interviewers through the problem, your journey, and the resolution.

• Highlight Your Role: Clearly articulate your specific contributions and decisions within each project.

• Focus on Impact: Emphasize the "so what?" – what was the outcome of your research? How did it improve the product or solve a user problem? Use metrics if possible.

• Be Prepared for "Why": For every decision you made (methodology, analysis, recommendation), be ready to explain your reasoning.

• Showcase Adaptability: Demonstrate how you adapted your approach to project constraints or unexpected findings.

📝 Enhancement Note: Interview preparation advice focuses on demonstrating core UX research competencies, strategic thinking, collaboration, and the ability to translate research into tangible business value, all within the context of American Express's culture and product environment.

📌 Application Steps

To apply for this UX Researcher position:

• Submit your application through the American Express careers portal via the provided link.

• Curate Your Portfolio: Select 2-3 of your most impactful UX research projects that showcase end-to-end ownership, diverse methodologies, and demonstrable impact. Ensure your portfolio clearly outlines the problem, your process, key findings, and the resulting product or business outcomes.

• Tailor Your Resume: Highlight keywords and experiences directly relevant to the job description, such as specific research methodologies (qualitative, quantitative, usability testing, surveys), stakeholder collaboration, and experience influencing product decisions. Quantify achievements where possible.

• Prepare Your Presentation: Rehearse presenting your portfolio case studies, focusing on a clear narrative structure, emphasizing your problem-solving approach, and articulating the impact of your research. Practice answering potential interview questions.

• Research American Express: Familiarize yourself with American Express's mission, values, and its commitment to employee experience and digital transformation. Understand the "Amex Flex" working model and the company's focus on colleague well-being.

⚠️ 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.