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Senior UX Designer, Customer Service UX

Job ID: 2010148 | Amazon.com Services LLC

DESCRIPTION

Job summary
Have you ever contacted customer service and thought, "I could make this experience better"? Or wondered about the associate on the other end of the line? We’re looking for a Senior UX Designer to help us as we reimagine Amazon customer support for all Amazon devices and digital services (such as Echo, Fire TV, Prime Video, and Kindle). We’re designing a new product from the ground up that will empower our customer service associates to deliver world-class support to all Amazon device and digital customers.

We are a small, nimble, and fast-paced team with a high degree of ownership and lots of opportunity to thing big, invent, and innovate in a complex problem space. You will be a leader on the team, working closely with smart, passionate designers, user researchers, product managers, and developers to drive a design process that always works back from the customer. Our team works on solving hard problems like how to help associates remotely troubleshoot a customer’s smart home setup, or how to manage customers’ digital content and subscriptions across services and devices, all at Amazon scale.

You’ll do great in this role if you are:

  • Collaborative, flexible, and thrive taking ownership in ambiguous situations.
  • Curious and love to dive deep and solve challenging problems with thoughtful and elegant solutions.
  • Able to create design solutions that gracefully balance customer needs, business goals, and technical restraints, all while relentlessly advocating for the end customer experience.

About the team
Our team is part of a larger Customer Service design studio made up of UX designers, researchers, writers, technologists, and producers that own creating best-in-class customer service experiences for Amazon associates and customers. This role will be part of the associate experience team, focused on digital and device troubleshooting experiences.

BASIC QUALIFICATIONS

  • 7+ years experience as a user experience designer, interaction designer, or similar role.
  • An available online portfolio.
  • Bachelor's degree in design, human-computer interaction (HCI), a related field, or 4+ years of additional experience.
  • Experience in a variety of design tools such as Figma, Sketch, Invision, and Keynote

PREFERRED QUALIFICATIONS

  • Experience working in a collaborative team and working directly with developers for implementation of designs.
  • A strong track record of iterative design, working closely with customers, business partners, and developers throughout the entire product lifecycle.
  • Ability to drive the design review cycle and lead closure on design requirements.
  • Deep knowledge of accessible design best practices.
  • Excellent communication, presentation, and storytelling skills
  • Ability to navigate ambiguity to drive the design cycle
  • A sense of humor, pride in your work, and the ability to gracefully give and receive feedback.



Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.