American Express is looking to solve the problem of creating customer-centric design culture and meeting the changing digital needs of its Card Members by hiring a Senior Manager of Customer Experience (CX) Insights
Requirements
- 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
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
Other
- 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
