Sr. UX Researcher Mixed Methods, Amazon Customer Service

Amazon is hiring a Sr. UX Researcher Mixed Methods, Amazon Customer Service in Seattle, United States. It pays $152k-$206k a year and Level rates it ; you can apply on Amazon.

Level's read on this job

Little AI ●○○○ is how Level rates this customer service role: aI is not part of the work.
Pay on this posting starts 55% higher than the typical customer service posting on Level.
The posting mentions ux research, mixed methods and user testing among its tools and skills.
Level classes it as a senior role.
Amazon has 20,000+ other open roles on Level.

AI in this role

Lead UX research for voice-of-customer products leveraging machine learning and AI capabilities to analyze customer feedback.

ux-researchmixed-methodsuser-testingprototyping

At Amazon we strive to be Earth's most customer-centric company - which starts with Customer Service (CS). We are seeking a Senior UX Researcher to re-imagine 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. 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 Researcher for the Voice of Customer product space, you will plan and execute a research roadmap to inform the vision VoC tools that leverage the latest machine learning and AI capabilities to help analyze customer feedback patterns, identify emerging issues, and drive proactive solutions. You will produce insights to 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 researcher who can translate complex data into actionable insights that serve diverse internal users, from business analysts to senior leadership.

This role will be responsible for designing and conducting generative and evaluative user research on next-generation experiences for customer service contact handling. This team is looking for an experienced UX Researcher with a deep understanding of design research methods and how to apply them during the product development cycle. The candidate should have demonstrated experience owning and prioritizing a research roadmap based on organizational needs, and designing, running, and communicating user research to the design team, product, tech, and leadership. The candidate should understand that collaborative work, and both giving and getting feedback early and often, leads to the best work outcomes. They will work closely with the studio's team of researchers who partner with other customer service verticals, with designers and product managers within their vertical, and content designers to solve highly ambiguous and multi-faceted problems. This role includes the intellectual challenge of simplifying highly technical problems in elegantly simple ways that can make customer interactions effortless and intuitive.

Key job responsibilities
- Partner closely with design and product teams to understand blockers, prioritize multiple stakeholders' needs, and build a research road path
- Communicate and refresh plans on a regular basis to ensure relevancy
- Identify the best qualitative methods based on research questions, timelines, and resourcing
- Define and execute (and, when necessary, invent) research methods appropriate to the questions at hand, including, but not limited to, interviews, observations, surveys, usability testing, and heuristic evaluations
- Synthesize primary and secondary data types and perform quick yet thorough analyses, leading to focused, insightful, and actionable findings
- Build upon existing research/frameworks that other team members have conducted

A day in the life
In this role, you will be responsible for driving and implementing research strategies. You will interact daily with team members to understand and guide research needs, both defined and undefined. You will be required to work with minimal direction and be capable of working quickly while delivering high-quality outputs. You will work on overlapping projects, which requires the ability to multi-task and juggle competing priorities. The right candidate will have a deep understanding of user research methods and best practices, a nimble, creative, and pragmatic approach, while pushing the boundaries of agile research.

About the team
The team you will be working with is very supportive and understands that growing as a studio means growing as individuals. There are ample opportunities to learn new skills and expand your scope. The studio has a culture that encourages speaking openly and candidly when issues arise. The team works well together and makes time for relationship building - a good sense of humor is always appreciated.

Basic qualifications

- 5+ years of proven success leading User Research projects with demonstrated impact experience
- 5+ years of hands-on work with: field research, ethnography, lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design experience
- Bachelor's degree in HCDE, Human Factors, Cognitive Psychology, or a related field
- Experience in leading User Research projects with demonstrated impact
- Experience with field research, ethnography, lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design
- Experience with all aspects of research (study design, recruiting, moderation, analysis, reporting)
- Experience with behavioral data collection, quantitative data analysis, and statistics
- Have a portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas)

Preferred qualifications

- Master's degree in Human Factors, HCDE, Cognitive Psychology or equivalent
- Experience in a technical field (software development, network development, IT, other related)
- Experience with UX Research in non-US markets
- Experience working in a highly Agile/Scrum environment

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, WA, Seattle - 152,200.00 - 205,900.00 USD annually

How we rate this

Sr. UX Researcher Mixed Methods, Amazon Customer Service at Amazon rates 30 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.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Sr. UX Researcher Mixed Methods, Amazon Customer Service is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The listed salary is $152k-$206k a year.
The role is based in US, WA, Seattle.
The job was posted on September 3, 2026.
Seniority: senior.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

UX ResearchMixed MethodsUser TestingPrototyping

Also common in customer service jobs at this level

AI agents SQL AWS Generative AI Azure Python

Pay

This job starts at: $152k
Typical customer service job: $98k

This posting starts 55% above the typical customer service job. See customer service jobs

Questions you could be asked

Tell me about a project where ux research was part of your work. What did you do?
Tell me about a project where mixed methods was part of your work. What did you do?
Tell me about a project where user testing was part of your work. What did you do?
Tell me about a project where prototyping was part of your work. What did you do?

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List these exact terms on your resume: UX Research, Mixed Methods, User Testing, and Prototyping. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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