The Enterprise Design & Research (EDR) team is 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) team is 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 strong 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.




- Strong oral and written communication skills including creating and presenting training materials, detailed reports, and executive presentations in Power Point/similar.
- Strong project management skills, with proven ability to craft roadmaps, prioritize multiple competing work efforts, and escalate roadblocks when appropriate.
- Comfortable working across locations and time zones, with both co-located and remote team members.
- Demonstrated ability to mentor/coach junior colleagues
- Comfortable working with and managing relationships across the enterprise (including negotiation and influencing skills), in a matrix environment.
- Experience working with multiple internal audiences, preferably analytics, digital product and design, engineering partners, and compliance teams.
- Strategic thinker with curious mindset and able to work in a ‘white space’ workplace to improve/transform processes and comfortable challenging the status quo when needed.
- Positive attitude, a proactive mindset, and eagerness to learn.Emotionally intelligent and mature approach to working under pressure with tight deadlines.

Preferred Qualifications

- Qualtrics certification
- Foundational knowledge of digital analytics tools and data warehouse platforms.
- Awareness of website/app development best practices.
- Experienced people leader, with a track record of developing others at the Analyst level.
- Familiarity with design standards such as WCAG guidelines.

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. From delivering differentiated products to providing world-class customer service, we operate with a solid risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn recent 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.

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
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex

📌 UX Researcher (Gurugram)
🏢 American Express
📍 Gurugram