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American Express · 18 hours ago

Senior Manager, UX Research, Growth & Monetization

New York, NY

Full-time

Hybrid

Senior Level

$123K/yr - $215K/yr

7+ years exp

American Express is a company with a long history of innovation and a commitment to supporting its customers and employees. They are seeking a Senior Manager of User Research to lead initiatives aimed at helping hospitality partners grow their business and improve guest experiences.

Credit CardsFinanceFinancial ServicesPaymentsTravel

Comp. & Benefits

No H1B

Responsibilities

Lead research that helps design and improve tools and experiences for hospitality partners — including advertising, loyalty, and other growth-focused initiatives

Collaborate with Product Design in a close discovery partnership — working as part of a trio (Strategy or Product, Design, Research) to frame problems, explore early concepts, and evaluate performance through experimentation and analytics (e.g., Amplitude, Optimizely, launch-and-learn methods)

Plan and conduct in-depth interviews, ethnographic field research, participatory co-creation, concept testing, usability studies, and in-product experiments with hospitality customers, guests, and Amex card members

Translate research into clear, actionable insights that guide product strategy, helping senior leaders and roadmap teams assess opportunities — the risk, reward, and trade-offs of each path

Collaborate with Partner Success, Support, and Sales teams to gather feedback and connect insights from customer interactions

Lead hands-on analytics and experimentation — using tools like Amplitude, Looker, or Optimizely to explore data, run tests, and connect quantitative results with qualitative insights

Partner with product strategy to ensure business and product priorities are grounded in a deep understanding of customer needs and behaviors

Support and coach product squads in conducting their own lightweight research — building team confidence and capability in user research, design thinking, and customer experience strategy

Qualification

User ResearchMixed-Methods ResearchAnalytics ToolsGrowth StrategyB2B/B2C MarketplacesDesign StrategyUsability StudiesQualitative ResearchQuantitative ResearchCoachingCollaboration

Required

7+ years of experience in user research, design research, mixed-methods research, design strategy, or a related field

Background in research for multi-sided B2B/B2C marketplaces

Self-starter, comfortable working in fast-paced, highly collaborative environments

Experience using analytics and research tools like Amplitude (to analyze product performance), Snowflake (to explore and connect business data), Optimizely (to design and run A/B tests), and UserTesting (to gather feedback and validate early concepts) — with a track record of conducting your own quantitative analysis to inform product decisions

Experience leading research in growth, advertising, loyalty, or monetization product areas — using data and experimentation to drive measurable outcomes such as partner adoption, guest engagement, and revenue growth

Preferred

Portfolio submission highly preferred with application submission

Background in research for SaaS products

Experience working directly with B2B or operator-facing customers — such as restaurants, hotels, wineries, or other hospitality businesses that use digital tools to manage operations, marketing, and guest relationships

Cash-flow strapped SMB facing tooling for mom and pop