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Description

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. 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.

**WHO WE ARE** :

American Express Global Dining consists of Resy, Tock and Rooam. Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. We serve 18,000 restaurants globally.

Our SaaS platforms offer a wide range of features and functionality, managing reservations and tables, and tracking guest and restaurant data to help restaurants deliver the best hospitality to diners. Diners can discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners and Card Members are insiders, and we love having them at the table.

ABOUT THE ROLE: 

We’re looking for a **Senior Manager of User Research** to join the **Product Strategy team** within the Amex Global Dining Digital Product organization, reporting to the **Director of User Experience Research** . You’ll lead initiatives that help our **hospitality partners** grow their business and build stronger connections with guests.

Your work will focus on **understanding what “growth” really means for hospitality businesses** — how restaurants, wineries, fine-dining, and enterprise resorts and hotels attract new guests, fill tables, and build loyalty. You’ll collaborate closely with stakeholders across the business to relentlessly improve experiences for hospitality partners within a nimble Product organization that values an iterative approach to design and strategy — always starting with a clear understanding of customer needs before designing solutions.

What You’ll Do

+ Lead research that helps design and improve tools and experiences for hospitality partners — including advertising, loyalty, and other growth-focused initiatives.

+ Collaborate with Product Design in a close discovery partnership — working as part of a trio (Strategy or Product, Design, Research) to frame problems, explore early concepts, and evaluate performance through experimentation and analytics (e.g., Amplitude, Optimizely, launch-and-learn methods).

+ Plan and conduct in-depth interviews, ethnographic field research, participatory co-creation, concept testing, usability studies, and in-product experiments with hospitality customers, guests, and Amex card members.

+ Translate research into clear, actionable insights that guide product strategy, helping senior leaders and roadmap teams assess opportunities — the risk, reward, and trade-offs of each path.

+ Collaborate with Partner Success, Support, and Sales teams to gather feedback and connect insights from customer interactions.

+ Lead hands-on analytics and experimentation — using tools like Amplitude, Looker, or Optimizely to explore data, run tests, and connect quantitative results with qualitative insights.

+ Partner with product strategy to ensure business and product priorities are grounded in a deep understanding of customer needs and behaviors.

+ Support and coach product squads in conducting their own lightweight research — building team confidence and capability in user research, design thinking, and customer experience strategy.

W** **ho You Are

+ You’re motivated by understanding B2B customers and their goals — how they use technology to run their business, attract new guests, re-engage past ones, and grow revenue through advertising and loyalty initiatives.

+ You’re curious about how products can create value for both hospitality partners and American Express — from helping venues fill tables to creating thoughtful, effective ad experiences that connect brands and guests.

+ You thrive in 0–1 discovery work and are equally comfortable with evaluative research that helps refine and improve experiences.

+ You’ve helped build or scale self-serve products or platforms for growth/ads/loyalty like enabling customers to launch and measure marketing campaigns — with a demonstrated ability to guide strategy and product decisions for early-stage feature sets through to mature rollout.

+ You’ve worked closely with product, design, engineering, and customer-facing teams to align insights with business and user goals.

+ You’re experienced in guiding and mentoring teams — helping others plan, conduct, and apply research in their work.

+ You’re confident in both qualitative and quantitative research and know how to combine them to tell a complete story.

+ You’re comfortable using analytics and experimentation tools (e.g., Amplitude, Looker, Optimizely) to investigate user behavior and test hypotheses.

+ You’re organized, proactive, and able to manage multiple studies, partners, and stakeholders.

Qualifications

+ 7 years of experience in user research, design research, mixed-methods research, design strategy, or a related field.

+ Background in research for multi-sided B2B/B2C marketplaces.

+ Self-starter, comfortable working in fast-paced, highly collaborative environments.

+ Experience using analytics and research tools like Amplitude (to analyze product performance), Snowflake (to explore and connect business data), Optimizely (to design and run A/B tests), and UserTesting (to gather feedback and validate early concepts) — with a track record of conducting your own quantitative analysis to inform product decisions.

+ Experience leading research in growth, advertising, loyalty, or monetization product areas — using data and experimentation to drive measurable outcomes such as partner adoption, guest engagement, and revenue growth. **_

* Portfolio submission highly preferred with application submission

* _**

Nice to Have Experience

+ Background in research for SaaS products.

+ Experience working directly with B2B or operator-facing customers — such as restaurants, hotels, wineries, or other hospitality businesses that use digital tools to manage operations, marketing, and guest relationships.

+ Cash-flow strapped SMB facing tooling for mom and pop

Values

+ **Curious:** You seek to understand deeply and keep learning.

+ **Collaborative:** You value diverse perspectives and teamwork.

+ **Objective:** You focus on helping teams learn, not on proving assumptions.

+ **Action-Oriented:** You care about making progress and driving meaningful change.

+ **Hospitality-Minded:** You believe in creating experiences that help hospitality businesses — and their guests — thrive.

Qualifications

Salary Range: $123,000.00 to $215,250.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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

+ 6% 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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

**Job:** Technologies

**Primary Location:** US-New York-New York

**Schedule** Full-time

**Req ID:** 25023717