Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • London


Do the right thingfor our customers, our company and your career. 

The Enterprise Digital & Analytics (EDA) team is passionate about creating a better journey for every user from beginning to end – and we're continually evolving our User Experience (UX) practice to meet our Card Members’ changing digital needs.


Within EDA, the User Experience Research (UXR) & Insights team is looking for a UX Research Analyst, based in London. Reporting to the Lead UX Researcher, you’ll be responsible for uncovering and translating user needs that drive customer-centered design across our membership experiences, in our website and mobile app


The right candidate will have proven experience undertaking user experience research, awareness of relevant topics such as Design Thinking, and a track record of successfully consulting and partnering with Product Owners, Designers, and business stakeholders.


Primary Responsibilities

- Support the senior researchers in all phase of assigned projects, from research planning, creation of research materials (e.g. discussion guides), to managing the observation room, taking notes in usability sessions, assisting in workshops, analyzing data, creating video clips and delivering presentations.

- Support all phases of user experience research over varied time periods and across multiple markets/countries.

- Synthesize learnings across projects, integrate with other functions (e.g. Analytics) and lead socialization of findings.

- On your own projects, you will consult with digital Product Owners and Designers to determine their insight needs, make appropriate recommendations, and craft a research plan that aligns with their product roadmap, and carry out the end-to-end research.

- Contribute to the continuous improvement of the UXR team as we build the maturity of our function, helping educate stakeholders, as well as sharing best practice with peers and colleagues.

- Staying connected across the wider team (including CX/Voice of Customer) who may be in different locations and time zones, to ensure we have a joined-up approach.

- Add projects to research repository once completed.    

Offer of employmentwith American Express is conditioned upon the successful completion of abackground verification check, subject to applicable laws and regulations.


Required skills:

- Degree in Human-Computer Interaction, Cognitive Science, Psychology, Interaction Design, Computer/Information Science, or similar; or equivalent practical experience.

- Significant UX Research/digital experience with consumer facing digital products, websites and mobile experiences.

- Strong Excel, PowerPoint or Keynote, image editing, and video editing skills.

- Proven UX Research interest and/or experience.

- Experience in identifying research needs and matching those needs to generative and evaluative research methods.

- Examples of delivering usability testing, including several of the following: moderation, screener and test plan creation, debriefing, facilitation, and presentation of results and recommendations – either directly, or in partnership with vendors.

- Ability to synthesize multiple insights to arrive at recommendations that deliver customer-focused outcomes for the organization and communicate them effectively to Product Owners and Designers.

- Strong communication, presentation, influencing and relationship-building skills.

- Can demonstrate experience adapting to change, and be able to hit the ground running, managing multiple projects to tight deadlines.


- Examples of insight gathering through a range of qualitative and quantitative methods and related tools, from usability testing and contextual inquiry; to survey design and remote testing (e.g. with UserZoom or Qualtrics); to focus groups, card sorting, participatory design, and ethnography, etc.

- Experience facilitating workshops on topics such as design thinking, rapid prototyping, and empathy + journey mapping.

Why AmericanExpress?

There’s adifference between having a job and making a difference.


American Expresshas been making a difference in people’s lives for over 160 years, backing themin moments big and small, granting access, tools, and resources to take ontheir biggest challenges and reap the greatest rewards.


We’ve also madea difference in the lives of our people, providing a culture of learning andcollaboration, and helping them with what they need to succeed and thrive. Wehave their backs as they grow their skills, conquer new challenges, or eventake time to spend with their family or community. And when they’re ready totake on a new career path, we’re right there with them, giving them theguidance and momentum into the best future they envision.


Because webelieve that the best way to back our customers is to back our people.


The powerfulbacking of American Express.

Don’t make adifference without it.

Don’t live life without it.


Tocomplete your application please click on the links below. However, if yourequire any assistance with the completion of this process – or need anyreasonable adjustments to be made – then please contact the Recruitment Team 00800 83000038 (for Russia based candidates 810 800 83 000038).

ReqID: 19009137
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 17, 2019, 6:39:27 AM