Sr. UX Designer, Amazon Customer Service
Amazon
DESCRIPTION
At Amazon, we strive to be Earth's most customer-centric company. The Amazon Customer Service UX Studio is key to that mission, defining UX that helps us better understand and serve our customers. We are seeking a Senior UX Designer to reimagine Amazon's suite of Voice of Customer products (VoC), which are critical for analyzing customer feedback, identifying trends, and driving proactive solutions across Amazon. Our VoC products are used by teams globally across Amazon to identify and eliminate product and service defects, making it a crucial platform for improving customer experience worldwide.
As a Senior UX Designer, you will be responsible for designing next-generation experiences that transform vast amounts of customer feedback (including customer service contacts) into actionable insights. You'll create solutions that serve diverse internal users across multiple geographies, time zones, and business units, ensuring that teams worldwide can effectively identify and eliminate customer experience defects. You are a UX Designer with strong user interface design skills and a desire to deeply understand customer needs, applying these insights to everything you do. You can focus on big picture initiatives while also identifying and addressing crucial details. As a systems-oriented thinker, you thrive on solving ambiguous and multi-faceted problems, simplifying highly technical challenges in elegant ways. You will partner closely with UX Research to transform complex data into compelling design solutions. You'll need to be both a strategic thinker and a persuasive storyteller, using data to drive decisions and influence stakeholders across the organization. Your ability to synthesize complex research findings, metrics, and business requirements into clear design narratives will be crucial for building alignment and driving change. This role is crucial in shaping how Amazon understands and responds to customer needs at scale. Success requires both creative problem-solving and strategic communication to drive meaningful improvements to the customer experience.
As a Senior UX Designer for in the Voice of Customer product space, you will design interfaces that leverage the latest machine learning and AI capabilities to help analyze customer feedback patterns, identify emerging issues, and drive proactive solutions. You will develop best-in-class experiences (including user interface designs, user flows, interaction models, and lightweight prototypes, etc.) in a fast-paced, startup-like environment. Working closely with product management, engineering, and the UX team, you'll take projects from early-stage concepts to launch. You are a pragmatic designer who can translate complex data into actionable insights that serve diverse internal users, from business analysts to senior leadership.
Key job responsibilities
- Lead end-to-end design for a brand new analytical product suite for Amazon Business, from concept to launch
- Create user interfaces that reveal meaningful patterns to users
- Develop and validate solutions through user research and iterative testing
- Build compelling narratives that connect customer insights to business opportunities
- Partner with product, engineering, and research teams to deliver impactful solutions
- Lead design reviews and workshops to align stakeholders and drive decisions
A day in the life
As a Senior UX Designer for Amazon Customer Service, you will design interfaces that leverage the latest machine learning and AI capabilities to help analyze large enterprise accounts, identify emerging issues, and drive proactive solutions to resolve procurement issues before they happen. You will develop best-in-class experiences including user interface designs, user flows, interaction models, and lightweight prototypes in a fast-paced, startup-like environment. Working closely with product management, engineering, and the UX team, you'll take projects from early-stage concepts to launch. You are a pragmatic designer who can translate complex data into actionable insights that serve diverse internal users, from business analysts to senior leadership.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
BASIC QUALIFICATIONS
- 5+ years of UX design experience, with expertise in complex enterprise applications
- Strong portfolio demonstrating data-driven design solutions and system-level thinking
- Proven track record of leading large-scale design initiatives
- Experience building consensus through clear communication and strong rationale
- Experience designing interfaces that leverage AI and machine learning capabilities
- Understanding of large language models (LLMs) and their UX implications
- Bachelor's degree in Design, HCI, or equivalent experience
- Expertise in design systems and pattern libraries
- Expert knowledge of design and prototyping tools such as Figma and Protopie
PREFERRED QUALIFICATIONS
- Experience designing predictive data analytics, business intelligence, or trend forecasting tools
- Experience with agile/scrum methodologies in enterprise environments
- Track record of mentoring other designers and elevating team capabilities
- Advanced knowledge of emerging AI/ML applications in user experience
- Strong background in data visualization
- Experience leading design sprints and other design thinking workshops
- Proficiency with current accessibility standards
- Master's degree in Design, HCI, or related field
- Excellence in storytelling and presentation to diverse stakeholders
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $127,100/year in our lowest geographic market up to $211,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.