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Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

+ This job is a member of the Digital Customer Experience team within the Customer Experience Organization at American Airlines. We're a multidisciplinary UX team that drives the user experience for our customer and employee-facing applications.

+ The UX Researcher is a thoughtful, empathetic and experienced UX professional with extensive knowledge of UX best practices and hands-on experience with user research methods, data analysis and UX strategy.

+ The ideal candidate is a driven user advocate who is passionate about creating intuitive products and uses their strengths in multiple disciplines to share knowledge and mentor their product portfolio.

+ You'll wear many hats as a mentor, strategist, collaborator and evangelist, and you’ll use your applicable knowledge and skills in user testing, research best practices and methodologies for a wide variety of problems within American.

What you'll do

_As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations._

+ Collaborate with Product Owners, Product Designers and stakeholders to develop a deep understanding of business problems and advocate for user experience.

+ Contribute research strategies that help define and work toward product portfolio objectives and key results (OKRs).

+ Advocate for and perform discovery and evaluative research to reveal product insights ahead of development.

+ Conduct qualitative UX research using industry-standard methods such as moderated usability tests, heuristic evaluations, user interviews, contextual inquiries and competitive analyses to understand user behaviors, needs, motivations and pain points.

+ Perform quantitative UX research leveraging methods like surveys, clickstream analysis, eye-tracking studies, card sorting, tree testing and unmoderated usability tests to quantify user behaviors, validate design decisions and measure ease-of-use, comprehension and satisfaction.

+ Effectively present and communicate actionable insights to product teams based on research outcomes.

+ Use analytical tools (Adobe Analytics, Quantum Metric, etc.) to gather data insights that aid and supplement portfolio research strategies and help UX to better understand the complete experience of those we build products for.

+ Create, update and advocate personas, customer journey maps and service blueprints to help product teams stay organized, focused and customer centric.

+ Work in a self-guided Agile environment across multiple initiatives and ceremonies.

+ Actively guide and benchmark product performance with quantitative UX metrics; proactively review customer feedback and find problem areas to focus on.

+ Scale UX research by building infrastructure, educating others and contributing to Research Ops.

+ Utilize research software / hardware (including eye tracking equipment) and participant recruitment resources.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

+ Bachelor's degree in human computer interaction, human factors engineering, computer science, visual design, behavioral sciences, psychology or other related discipline

+ 3+ years of experience in applied user experience research at large enterprises or highly matrixed organizations

+ Strong understanding of user-centered design, experience with qualitative and quantitative research methods and analytical skills

+ Knowledge and ability to use remote unmoderated testing tools and moderated testing devices and platforms (UserZoom, UserTesting, Userlytics, etc.)

+ Familiarity in modern design and prototyping tools (Figma, Zeplin, Flinto, Sketch, Adobe CC, etc.)

+ Excellent written and verbal communication skills and proven ability to collaborate effectively across disciplines, product lines and roles

+ Desire to promote and teach the importance of user-centered research to Product Owners, stakeholders and Designers

+ Ability to present work in a clear and compelling manner to stakeholders- and explain design recommendations by citing best practices, testing data or business requirements

Preferred Qualifications- Education & Prior Job Experience

+ Master’s degree or Ph.D. in human computer interaction, human factors engineering, computer science, visual design, behavioral sciences, psychology or other related discipline

+ 5+ years of experience in applied user experience research at large enterprises or highly matrixed organizations

+ Experience in owning and creating research strategies that help define and work toward product objectives and key results

+ Project management skills with the ability to build strategy, set objectives & key results, and deliver on time

+ Experience scaling research practices, setting up a research insight repository, and building a product benchmarking program

+ Proficiency in modern analytical dashboards and tools (Adobe Analytics, Quantum Metric, etc.)

+ Experience conducting field research with unionized workforces

+ Knowledge of Artificial Intelligence (AI) and how it can be applied to UX practices

Skills, Licenses & Certifications

+ Strong understanding of user-centered design, experience with qualitative and quantitative research methods and analytical skills

+ Experience and understanding of SPSS, R, SQL, database queries and basic programming languages

+ Knowledge and ability using remote unmoderated testing tools and moderated testing devices and platforms (UserZoom, UserTesting, Userlytics, etc.)

+ Ability to present work in a clear and compelling manner to stakeholders- explain design recommendations by citing best practices, testing data or business requirements

+ Familiarity in modern design and prototyping tools (Figma, Zeplin, Flinto, Sketch, Adobe CC, etc.)

+ Familiarity with using an eye-tracking tool

+ Excellent written and verbal communication skills and proven ability to collaborate effectively across disciplines, product lines and roles

+ Ability to create effective and compelling presentations

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

+ Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.

+ Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.

+ Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.

+ 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

+ Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.