The Enterprise Design & Research (EDR) teamis a global team of highly talented multi-disciplinary designers and researchers. We are highly embedded within the digital product management organization and lead design efforts from concept through to production for the largest servicing channels for American Express, across web, mobile and push. With in EDR, The Customer Experience Insights (CXI) teamis passionate about creating a better journey for every user from beginning to end - and we're continually evolving our Customer Experience (CX) practice to meet our card member and prospects’ changing digital needs.

EDR is looking for a Manager of CXI. Reporting to the Director of CXI, you will be responsible for helping teams uncover and translate user needs that drive customer-centered product and design decisions across digital platforms including web and app. This role will be responsible for managing one colleague co-located in Gurgaon, India.

This is a hybrid role based out of Gurgaon, India.

Minimum Qualifications




5+ years of CX/VOC industry experience including drafting and deploying digital surveys, developing text analytics solutions, and crafting dashboards, on CX platforms.
A robust customer-first mindset, with heightened awareness of the external CX/VOC landscape including market/industry trends, best practices, and emerging strategy.
Expert level know knowledge of the Qualtrics platform including TextIQ, StatsIQ, workflows, dashboards, and intercept projects.
Comfortable with analyzing large data sets using a variety of methods (e.g. in Excel, Tableau, XM platforms, text analysis, statistical analysis tools).
Foundational knowledge of Quantitative and Qualitative research methods, and how they complement each other.
Robust oral and written communication skills including creating and presenting training materials, detailed reports, and executive presentations in Power Point/similar.
Robust project management skills, with proven ability to craf

📌 Ux Researcher Gurugram (India)
🏢 American Express
📍 India