Director of UX Research

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

This role leads research strategy, team management, and the implementation of best practices in user research methodologies. The Director will establish and head a small Research Center of Excellence, acting as a strategic partner to design and product teams while building research capabilities and literacy across the organization.

What You'll Do on a Typical Day

• Establish and lead the Research Center of Excellence, defining standards, best practices, and governance for all UX research activities across the organization.

• Build, mentor, and manage a small team of UX researchers, fostering a collaborative, innovative, and impact‑oriented research culture.

• Coach and empower designers and product managers to conduct their own research and continuous discovery activities, and develop training programs and resources to build research literacy across teams.

• Partner with product, design, engineering, and business stakeholders to identify research needs, advise on appropriate research approaches, and translate findings into actionable insights.

• Define and maintain research standards, oversee study design, and ensure quality across qualitative, quantitative, and mixed‑methods initiatives; create frameworks for ongoing, continuous discovery.

• Synthesize research findings into clear narratives and recommendations, and present insights to senior leadership.

• Evaluate, implement, and optimize research tools, platforms, and processes to improve efficiency and enable scalable, self‑service research.

What We’re Looking For

• 10+ years of experience in UX research, including at least 5 years in a leadership role.

• Proven expertise across multiple research methodologies (user interviews, usability testing, surveys, analytics, etc.).

• Strong project management and people management skills.

• Demonstrated experience building research capability and coaching cross‑functional teams.

• Excellent communication and presentation skills, including the ability to influence senior stakeholders.

• Experience in B2B environments; travel industry experience preferred.

• Advanced degree in a relevant field or equivalent professional experience.

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The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

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Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!