Senior Manager, UX Research, Growth & Monetization

American Express•New York, NY

4d•Hybrid

About The Position

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.

Requirements

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 Haves

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

Responsibilities

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.

Benefits

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