Senior UX Researcher

American Express, UX Research shapes experiences grounded in deep customer understanding. Our team is entering a pivotal phase where Design and Research increasingly influence not only product development, but also business strategy and cross-functional decision-making. We are expanding our research capabilities to bring customer evidence into strategic conversations earlier, uncover emerging opportunities, and shape the future of connected, differentiated digital experiences.
We are seeking a Senior UX Researcher who combines exceptional qualitative research craft, strategic thinking, and research leadership. As a core partner to our Design Strategy team, this role will connect customer understanding with competitive intelligence, emerging trends, and business priorities to identify opportunities, inform future-state experiences, and influence strategic decisions before solutions are defined.
The ideal candidate is an accomplished strategic researcher with deep expertise in generative research, synthesis, and storytelling, and demonstrated experience partnering with service design, experience strategy, and innovation teams. They bring creativity, methodological rigor, and the ability to navigate ambiguity, challenge assumptions, influence senior leaders, and elevate the work of other researchers.
7+ years of UX research or applied research experience, with a strong track record leading complex generative and exploratory research programs.
Demonstrated mastery of qualitative research, including interviewing, contextual inquiry, research design, and interpretive synthesis, with the ability to uncover latent needs and develop strategic insig

Work arrangement
Hybrid