American Express
Director-UX Researcher
New York, NY · Hybrid · Director · Full-time · Posted Oct 28, 2026
- Experience
- 10+ years of UX research or applied research experience.
- Visa sponsorship
- Employment eligibility to work with American Express in the United States is required; the company will not pursue visa sponsorship for these positions.
About the job
Leads strategic UX research to shape, evaluate, and advance AI-powered and agentic customer experiences at American Express.
What you'll do
- Lead complex generative and exploratory research and influence product strategy and investment decisions.
- Develop methods and frameworks to evaluate human-AI interaction, including trust, comprehension, task effectiveness, and error recovery.
- Synthesize evidence into executive-ready recommendations, mentor researchers, and build scalable research capabilities.
What they ask for
- Expertise in qualitative research, including advanced interviewing, contextual inquiry, research design, and interpretive synthesis.
- Experience researching AI-powered, conversational, adaptive, or similarly complex emerging technologies.
- Ability to develop or advance research methodologies or evaluation frameworks and influence senior stakeholders.
- Strong quantitative literacy and ability to integrate qualitative and quantitative evidence.
Nice to have
- Direct experience researching generative AI, LLM-based experiences, autonomous agents, or human-AI collaboration.
- Experience in financial services or other complex, highly regulated environments.
Pay
USD $144250 - $256250 annually (base salary)
Tools
AI, LLM-based experiences
AI focus
Researches AI-powered and agentic experiences; develops and validates methods and frameworks for evaluating human-AI interaction, trust, delegation, comprehension, customer control, and error recovery.
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