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.
The Enterprise Design and Research (EDR) team is passionate about creating customer centric design culture from beginning to end – and we're continually evolving our Customer Experience (CX) practice to meet our Card Members’ changing digital needs.
Within EDR, the Customer Experience Insights team (CXI) is looking for a Senior Manager of Customer Experience (CX) Insights. Reporting to the Director of CX Insights, you’ll be responsible for helping teams uncover and translate user needs that drive customer-centered product and design decisions across digital platforms including the website and app.
This is a high visibility role requiring thought leadership in Voice of the Customer. The ideal candidate will have extensive experience in analyzing survey results, CX/Voice of the Customer tools and platforms (e.g. Qualtrics) and a proven track record of successfully consulting and partnering with business stakeholders in the digital landscape to increase customer satisfaction.
This is a hybrid role based out of New York (preferred) or Phoenix.
The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences– from payments to rewards to servicing– that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry. Find your place in digital product on #TeamAmex.
How will you make an impact in this role?
Key responsibilities:
- Connect internal and external satisfaction survey research to identify key insights and ensure stakeholders clearly understand critical opportunities.
- Build up competitive benchmarking capability by conducting external satisfaction studies.
- Act as J.D. Power vendor manager, internal point of contact, and survey expert for all digital studies.
- Partner with J.D. Power to interpret results and present key findings based on leadership priorities.
- Build custom surveys via Qualtrics and strategically embed on Amex’s web and app.
- Conduct ad-hoc consulting work for stakeholders, analyzing quantitative and qualitative survey data, to uncover pain points, drive product improvement, and identify unmet customer needs.
- Present research findings leveraging storytelling methods to engage intimate and large audiences, spanning subject matter experts and digital leadership.
- Empower stakeholders to self-serve through dashboard creation and training in Qualtrics.
- Assess impact of digital experience on card member’s brand perception.
- Monitor website and app product health by consistently tracking satisfaction metrics and reviewing customer feedback to identify anomalies, isolate the root cause, and know when to escalate. (e.g. new feedback themes or reporting of site outages).
- Have a constant pulse on the top pain points and bugs impacting the website and app user experience and communicate findings with key stakeholders.
Minimum Qualifications
- 5+ years of experience in VOC/CX/UX discipline including analyzing survey results, preferably with digital consumer products.
- Proficiency using experience management platforms (i.e. Qualtrics, Medallia, etc.) creating dashboards, and writing surveys.
- Proficiency with analyzing large data sets using a variety of methods (i.e. in Excel, experience management platforms, text and statistical analysis tools).
- Experience working with internal business units, preferably analytics, digital product and design teams, and IT/technical partners.
- Strong written communication skills creating detailed and executive reports in PowerPoint.
- Strong verbal communication skills to deliver engaging presentations and relevant training content in both an individual and group setting (virtual or in person).
- Ability to present a compelling, convincing narrative using data to drive change.
- Executive presence, comfortable when communicating with and presenting to senior leadership.
- Ability to work autonomously in an ambiguous environment to improve/transform processes.
- A strong customer-first mindset with a pulse on industry trends and consumer insights.
- Positive attitude, a proactive mindset, and eagerness to learn.
- Flexibility collaborating with colleagues and management across global time zones.
- Strong time management and prioritization skills to meet deadlines.
Preferred Qualifications
- Experience analyzing J.D. Power survey research.
- Experience developing competitive benchmarking strategy.
- Experienced researcher in the digital space.
- Awareness of website and app development best practices.
Salary Range: $123,000.00 to $215,250.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
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
- 6% 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
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
Salary range
- $123,000 - $215,250