UX Designer

Job Description

“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.”

Overview of the Department: The Salesforce team is part of the Enterprise Platforms COE team. Core to our purpose is reimagining the platform solution-delivery model to dramatically improve our strategic agility, speed to market, effectiveness of delivery and transparency.

We work closely with our sales and account development organization – selling to new clients and helping grow business with existing clients. New times bring new challenges and we need to drive huge productivity gains in our field organization. We need to do more with the people we have - sell more, retain higher numbers of clients, and drive higher satisfaction amongst our clients. Salesforce.com is the platform that will drive enhanced productivity in our field teams. We are building and delivering a single, global Salesforce.com platform -- a command-center for everything our field teams need to do, see and act-on.

We are on a journey to create a best-in-class Product & User Experience Organization. Our Product people not only understand how technology works, but how that technology intersects with the people who count on it every day. Core to our Product journey has been understanding the needs of our customers and building powerful user experiences to support those needs. UX is a partner to our product teams to create innovative designs and scalable solutions. If you’re interested in a career creating breakthrough products and making an impact on our sales teams, account development organization and customers, look no further.

You won’t just keep up, you’ll break new ground.

You’ll be challenged everyday as our Product organization works to create the sales and client development platform of tomorrow. Here’s just some of what you’ll be doing:

The UX Designer serves as a key member of the Product team for the Enterprise Platforms – Salesforce organization and will be responsible for delivering high quality research and design throughout the entire product development lifecycle. The UX Designer will be responsible for understanding the needs of our Salesforce.com users and translating those needs into product experiences that engage our Cardmembers and competitively differentiate American Express’ digital experiences. The UX Designer will collaborate with product teams and business leaders to deliver user research, interaction design, and visual design insights which drive product strategy, products, and features from concept to launch in a fast-paced environment. The UX Designer will contribute to defining and implementing UX principles and educating design principles across the Enterprise Platforms community. The UX Designer will participate actively in all phases of the product design process along with cross-functional teams.

Responsibilities

• Transform ideas, business opportunities, research and creative vision into tangible assets that provide clear, usable, useful and desirable outcomes for users;
• Define user research needs and conduct research sessions, translating user needs into insights to influence product strategy;
• Participate in user discovery sessions, design thinking and journey/empathy mapping in order to understand user pain points;
• Build detailed wireframes, information architecture diagrams, mental models, personae’s, usability testing stimulus, site maps, story boards, user flows and high / low fidelity prototypes along with a wide range of UX assets and deliverables;
• Interact with users to identify needs, opportunities, and gaps, and solve problems;
• Consult with Product Managers to determine their insight needs, make appropriate recommendations, and craft strategies that align with their product roadmap
• Contribute to the continuous improvement of Salesforce user experience, help educate stakeholders, as well as sharing best practice with peers and colleagues;
• Identify and capture gaps in end user experience from product launches;
• Ensure adherence to design best practices, standards, brand consistency;
• Utilize relevant user experience tools to report on and analyze key metrics aimed at understanding and optimizing the product and Salesforce.com platform;
• Use analytical skills and strategic perspective to identify trends & recommend solutions that will help improve the user experience; and
• Support reporting activities associated with usability metrics and user satisfaction.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

A successful candidate will have:

• A customer-first mindset with a good balance of design needs and business acumen;
• Ability to simplify and turn complex interactions into intuitive user experiences;
• Knowledge of different qualitative user experience methods and tools, e.g. usability testing, remote testing, and when to apply them;
• Experience with designing user journeys, identifying pain points and designing solutions to solve customer problems;
• Ability to draw on multiple inputs (reporting data, metrics, qualitative and quantitative insights, and stakeholder/business direction) to arrive at customer-focused recommendations;
• Experience participating in workshops on topics such as design thinking, rapid prototyping, and empathy/journey mapping;
• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment;
• High degree of organization, individual initiative and personal accountability;
• Comfortable working with team members spread across multiple locations and timezones, in a matrix environment;
• 2-4 years of experience in User Experience, Interaction Design, Product Management or Product Development preferred;
• Familiarity with Salesforce.com platform design preferred;
• Degree in computer Science, Interaction Design, Human Computer Interaction or related field, or equivalent

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.