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DescriptionKabbage, an American Express Company, is setting a new standard in big data and FinTech and we are looking for a Senior UX Researcher- Kabbage to help us in our mission to help small businesses be mighty.Acquired by American Express in 2020, Kabbage is a leading FinTech company changing the way small businesses manage their cash flow. Applying automation and real-time data, Kabbage provides small businesses a suite of integrated cash-flow technologies from flexible lines of credit, digital business checking accounts, fast payments and predictive business analytics. Now with the powerful backing of American Express, Kabbage can offer millions of small businesses the opportunity to access digital tools to help them grow bigger, lasting companies. While we've received numerous awards and recognition—such as Entrepreneur's Top Company Cultures, Inc Magazine's Top Private Companies, GlassDoor’s Best Places to Work, and Forbes FinTech 50—it is our people, our culture, and our leaders that make Kabbage such a great place to work.At Kabbage, we strive to be the place where a diverse mix of talented people want to come, to stay, and do their best work. Our commitment to diversity and inclusion is reflected in our people, our partners, and our customers. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other wonderful characteristics that make us different.You Lead the Way. We’ve Got Your Back. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.Your Mission:Reporting to the Director of UX Research, you'll be responsible for leading a number of related projects, uncovering and translating user needs that drive customer-centered design solutions across our membership experiences, in our website and mobile app. You will work in partnership with a group of very talented designers, product managers, analysts, marketing managers, and engineers, to drive innovative and best-in-class experiences for our customers.What you’ll be doing:Work in an embedded model, where you will lead the research for a particular product within Kabbage, and advise the unit in the appropriate methodologies for the given business question
Proactively identify areas where research would be valuable and guide teams to create appropriate studies or research approaches
Work with teams to execute a range of different types of research studies, as needed to meet project goals
Create and maintain test plans, discussion guides, and any other material needed to properly launch research studies
Work with teams to synthesizing and analyzing data collected from, usability testing, and other research studies
Work with customer service and sales teams to provide continuous actionable feedback to the product and UX teams
Train, coach, and guide UX and product partners on research methodologies, helping them build skills that empower them to run studies independently.
Translate research insights from across product teams into actionable recommendations and direction
Find opportunities to share learnings across the company and provide visibility to executive partners
Deeply immerse yourself in company goals and business needs.
QualificationsWhat you should have:5 years of direct UX Research experience with consumer facing digital products, websites and mobile experiences.
Proven experience in identifying research needs, matching those needs to research methods, and aligning approach with overall business strategy.
Experience conducting research using of a range of qualitative and quantitative methods, from usability testing and contextual inquiry; to survey design and remote testing (using UserZoom, UserTesting, Qualtrics); to participatory design, ethnography, etc.
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.
Ability to effectively collaborate with cross-functional partners to drive multiple research projects at pace and scale.
Can manage multiple stakeholders and vendor partners effectively, to ensure project delivery.
Strong communication, story-telling, influencing and relationship-building skills.
Comfortable working independently, and as part of a larger specialist team, with team members spread across multiple locations and timezones.
Flexible, able to adapt to change in a fast-paced matrix environment and be able to hit the ground running.
Experienced facilitator, running collaborative design workshops on topics such as design thinking, journey mapping, etc.
A Bachelor’s Degree in Anthropology, Human-Computer Interaction, Cognitive Science, Psychology, Interaction Design, Computer/Information Science, or similar; or equivalent practical experience. Master’s Degree in Human Factors or similar field.
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.If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.Job: TechnologyPrimary Location: US-New YorkSchedule Full-timeReq ID: 22022055
Vacancy expired!