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.


Customer acquisition is core to American Express' growth strategy and business performance and is one of the largest investments in AXP. Enabling effective delivery of digital channel marketing and acquisition experiences is critical to finding and engaging with customers, navigating them to the product that best fits their needs. The Enterprise Acquisition Products & Platforms team enables, develops, & maintains our cardmember acquisition, onboarding, and early tenure marketing activity & experiences. We support all lines of business and markets in which American Express acquires customers.


We are looking for a

Senior UX Researcher

to join our Enterprise Research & Design team. The right candidate will have a deep knowledge of UX research, and a proven track record of successfully consulting and partnering with Product Owners, Designers, and Business Stakeholders to build the world's best digital acquisition products and user experience.


The Senior UX Researcher will report to the Director of UX Research, Acquisition, within the Enterprise & Design Research team. As a part of the team, he, she or they will work closely with the International Acquisition Design team and Product Management teams / Product Managers and will be expected to collaborate primarily across India, London, and New York time zones.

How will you make an impact in this role?

As a Senior UX Researcher at American Express you will share a critical role in ensuring American Express remains "The Most Respected Service Brand in the World" The Senior UX Researcher role supports acquisition by defining customer pain points along the acquisition journey and validating the solutions will meet customer needs and business demand. Senior researchers apply their expertise in a wide variety of data collection and sense making methods across products, portfolios, and roadmaps.


Senior researchers ground their work in a solid understanding of human behavior and are skilled at translating findings to inspired and actionable artifacts. In addition, this role plays a critical role leading direct reports on the research team by ensuring clarity on UXR workstreams across our 2026 roadmaps, providing on-going support for team goals and career growth, and strategic thought leadership across our initiatives.


We are a growing team and every one of us is actively contributing to the shape that will take. We are passionate about research that is rigorous and informed by a deep and evolving understanding of human behavior, about continuous learning, and about helping researchers to build amazing careers.


Core Responsibilities


Optimize workflows across the UXR team to ensure alignment with Enterprise Acquisition Product & Platforms (EAPP) roadmaps and right resource allocation against enterprise strategic initiatives. Provide UXR team with thought leadership i.e., methodologies, report writing, and other communication channels. Build relationships with stakeholders (product, design, marketing) to help socialize the work and inform 2026 planning and beyond. Package and communicate UXR work and insights across EAPP and to EAPP/ED&R Leadership. Manage key high visibility initiatives end to end, delivering insights for customer -facing digital experiences during all phases of design and development, across multiple markets. Employ a variety of methodologies and a user centered approach, in a digital product development environment. Consult with product/channel owners and UX/UI designers to determine research requirements and make appropriate recommendations to meet identified needs. Consult with Senior or Lead Researchers, product owners, and UX/UI designers to determine research requirements and make appropriate recommendations. Ensure a cohesive user experience across products, channels, and markets. Manage the EAPP / ED&R UXR budget ensuring 100% utilization. Partner effectively with stakeholders and business partners in a matrix environment. People Leadership of 2 Direct Reports

Minimum Qualifications

10+ years of experience in consumer insights, with fluency in a broad range of methods and approaches to derive actionable meaning from data and results. Success working across a matrixed environment. Experience leading and inspiring a team. Proven track record brining the voice of the customer front and center to business decisions and helping to shape outcomes. Have a portfolio demonstrating your experience in synthesizing findings into quality artifacts, such as customer journey maps, experience maps, empathy diagrams, mental models, behavioral archetypes (e.g., personas), storyboards, affinity maps, topline reports, posters, or infographics. Demonstrate an understanding of fundamental UX research theories, principles and concepts gained through practical experience in industry or academia, on-the-job training, or formal education Demonstrate deep understanding of human behavior gained via cognitive science, behavioral economics, anthropology, psychology, sociology, or human-computer interaction. Collaborative and generous in your interactions with your colleagues across product and design and are always ready to adjust your approach based on the context. Knowledge of a range of qualitative methodologies and tools, e.g. usability testing, remote testing, focus groups, card sorting and co-creation Awareness of how quantitative research methods can work together with qualitative methods to provide a comprehensive range of insights Ability to drive results whilst managing smaller project/s and deliverables in a fast-paced, changing environment


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











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 Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.