Senior UX Designer , Amazon Customer Service

AI in this role

Amazon's mission is to be earth's most customer-centric company. One of the ways we do this is by empowering our associates with tools to best support our customers in times of need. The Amazon Customer Service User Experience Studio is seeking a Senior UX Designer to improve the Associate and Driver experience. Our studio is made up of a team of smart, passionate designers, user researchers, UX writers, UX program managers, product managers, and developers to drive a design process that always works backward from the customer to deliver results that delight our associates and resolve customer issues.

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

- Able to carefully balance associate needs, business goals, and technical constraints
- Passionate about creating elegant, simple to understand designs
- Excited to dig into challenging problems and ask a lot of questions to get to the root of the problem
- Have advanced knowledge of emerging AI/ML applications in user experience

Key job responsibilities
- Lead end-to-end design for from concept to launch
- Partner with product, engineering, and research teams to deliver impactful solutions
- Lead design reviews and workshops to align stakeholders and drive decisions
- 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
- Use systems-level design thinking to drive design solutions that scale.
- Experiment with innovative tools and UX best practices to drive and define new ways of working
- Pave the way for integrating AI best practices into the UX process
- Mentor more junior designers

A day in the life
You'll partner closely with product managers, engineers, UX researchers, and operations leaders to deliver cohesive solutions and scalable mechanisms that increase collaboration between partners.

You will present and defend design decisions to senior leadership, ensuring prioritized outcomes while influencing product roadmaps and organizational goals through design excellence and customer insights.

About the team
You want to be part of something great. You love being part of a highly collaborative and high-energy team that isn’t afraid to swing for the fences or exceed expectations even on tactical projects. You geek out over customer experience, tech and commerce and believe that no experience is perfect unless it delights customers in unexpected ways. You are a maker who believes the only way to sell your strategic vision is to craft exquisite design artifacts.
Internal job description

Basic qualifications

- 7+ years of design experience
- Have an online portfolio or samples of work on resume, demonstrating experience creating great end-to-end, user-centered design solutions and patterns, across desktop and mobile devices
- Experience in delivering design solutions for projects of large scope and complexity
- Experience designing and prototyping with tools such as Figma, Adobe Creative Cloud, or similar

Preferred qualifications

- Experience defining and maintaining design patterns and UX standards
- Experience applying scrum to visual or UX design processes
- Experience with hands-on visual design
- Experience working with stakeholders to plan and execute programs that are strategic in nature

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, Austin - 137,800.00 - 186,400.00 USD annually
USA, WA, Seattle - 137,800.00 - 186,400.00 USD annually

How we rate this

Senior UX Designer , Amazon Customer Service at Amazon rates 16 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.