Vice President, UX Research & Content Design

American Express•New York, NY

2d•Hybrid

About The Position

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 strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new 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. How will you make an impact in this role? As VP of UX Research and Content Design at American Express, you will set the vision for how customer insight and content strategy shape our digital products and experiences. Our team is reaching a pivotal phase where design is integral not only to product development, but also to cross-functional collaboration with the business. You will bring rigorous, data informed thinking together with strong narrative and UX writing leadership to influence digital product strategy and decision making. Success in this role requires the ability to think strategically, collaborate deeply across disciplines, and seamlessly wear both research and UX writing hats to deliver cohesive, customer-centered digital experiences that drive business outcomes. You will also play a role in refining methodologies and ways of working for incorporating UX research and content design early in the business and product ideation process. You will define and scale a unified UX research and content design practice for American Express’s digital products, ensuring the customer voice is embedded throughout the product lifecycle—from strategy through execution. You will partner closely with Product, Design, Engineering, Data, Marketing, and Executive Leadership to connect insights to action, align teams around a shared vision, and elevate the quality, consistency, and effectiveness of our digital experiences across platforms and touchpoints.

Requirements

Proven success as a senior people leader overseeing UX research and/or content design teams focused on digital products.
Demonstrated ability to operate at both strategic and hands on levels—setting vision while guiding execution across research and UX writing.
Exceptional collaboration skills with a track record of influencing cross-functional and executive stakeholders.
Strong storytelling, presentation, and facilitation skills, with the ability to communicate complex insights clearly and persuasively at multiple levels
Experience building and managing multi-team roadmaps across digital products or portfolios.
Deep understanding of Agile product development and customer-centered design practices.
Experience working within a large, complex organization.

Nice To Haves

Experience leading UX research and content design for multiple digital products with demonstrated, measurable business impact.
Preferred 10+ years of experience applying a broad UX research toolkit and translating insights into strategic digital product and content decisions.
Experience with design systems, including understanding of system components, patterns, and standards / guidelines.

Responsibilities

Define and lead the UX research and content design strategy for American Express’s digital products, ensuring customer insights and content excellence directly inform product and business decisions.
Establish clear vision, standards, and operating models for both UX research and UX writing, driving consistency, quality, and measurable impact across digital portfolios.
Translate complex research findings into compelling narratives, frameworks, and recommendations that influence senior leaders and cross-functional partners.
Champion customer needs through storytelling, synthesis, and strategic communication, while gaining alignment across product teams.
Partner with Product, Design, Engineering, Data, Marketing, and Customer teams to embed research and content strategy throughout the digital product lifecycle.
Lead, mentor, and scale high performing research and content teams; set priorities, manage capacity, and develop future leaders.
Identify gaps in skills, tools, and processes; advocate for new roles, capabilities, and investments that advance the impact of UX research and content design, with an emphasis on AI tooling opportunities
Drive innovation in research methods, content strategy, and UX writing practices to improve speed, quality, and influence of digital product work.
Establish and govern tone, voice, and UX writing standards across digital products, ensuring alignment with American Express brand and business strategy.
Present research and content strategy to senior and executive leadership, influencing digital product priorities and long-term direction.
Experience managing business priorities across multiple lines of business and product portfolios

Benefits

Competitive base salaries
Bonus incentives
6%25 Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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