Senior UX Designer, Amazon Customer Service

Description

You will be responsible for designing next generation experiences that enable customer service associates to efficiently resolve our customers’ issues. Many of your projects will involve developing generative AI solutions to improve the customer experience. You will help enable LLMs to author content to ensure every customer and associate gets exactly what they need, when and where they need it. Your work will provide AI assistance to help Amazon's customers receive consistent and quicker resolutions while empowering associates with the assistance they need.

Key job responsibilities

Design innovative machine learning-powered interfaces focused on customer problem-solving

Create user-centered designs incorporating telemetry data, customer feedback, and technical parameters

Develop best-in-class user interface designs, flows, and interaction models

Build lightweight prototypes and design deliverables in a fast-paced environment

Collaborate with product management, engineering, and UX teams from concept to launch

Create process flows, wireframes, and visual mockups to communicate interaction behaviors

Design UI architecture and interaction flows based on business requirements

Present design solutions to stakeholders including executives for review

Analyze interface challenges and develop measurable business-focused solutions

Partner with business teams to define use cases and high-level requirements

Translate abstract concepts into concrete, data-driven design solutions

A day in the life

You are a UX Designer with strong user interface design skills and a desire to go deeply into understanding customer needs, then applying these insights to everything you do. You are able to focus on big-picture initiatives while also identifying and addressing crucial details. You are a systems-oriented thinker, who is happiest when solving ambiguous and multi-faceted problems. You love the challenge of simplifying highly technical problems in elegant ways that make customer experiences effortless and intuitive.

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!

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 :

Medical, Dental, and Vision Coverage

Maternity and Parental Leave Options

Paid Time Off (PTO)

401(k) Plan

About the team

At Amazon, we strive to be Earth's most customer-centric company. The Amazon Customer Engagement Technologies (CET) UX team is key to that mission, defining UX both for customers and the customer service associates who help them. When our customers have problems, we make solutions self-evident, and when they need additional help, we ensure the best possible automation and human support.

Basic Qualifications

8+ years of design experience

Have an available online portfolio

Experience with design tools such as Photoshop, Illustrator and InDesign and prototyping in HTML, JavaScript, CSS, Ajax

Excellent communication, presentation, interpersonal, and analytical skills including the ability to communicate interactive design concepts clearly and persuasively across different audiences at varying levels of the organization

Experience working in a collaborative team and working directly with developers for implementation of designs

Fluency in best practices for design, as well as strong knowledge of usability principles and techniques

Bachelor's degree in design, human-computer interaction (HCI), or equivalent professional experience

Proficiency in Figma

A relentless customer focus

Preferred Qualifications

Experience applying scrum to visual or UX design processes

Experience with UX design of complex workflows

Experience defining and maintaining design patterns and UX standards

Ability to turn around rigorous wireframes and mockups in an iterative, agile environment

A master’s degree in Design, Information Science, Computer Science / HCI, or a design-related discipline such cognitive psychology.

Proficiency with current web and accessibility standards

A relentless customer focus

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 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 . This position will remain posted until filled. Applicants should apply via our internal or external career site.

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