Principal UX Designer, Amazon Customer Service

Amazon•Seattle, WA

About The Position

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. 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. A day in the life You are an experienced Principal UX Designer with excellent 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: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan About the team The Customer Service UX team is made up of a diverse group of UX designers, researchers, writers, and program managers with a shared mission to make every experience we design intuitive, effortless, seamless, and empathetic. We trust each other, collaborate regularly, and work to ensure we all raise the bar on UX quality. We work hard, but also work hard to support each other, remain genuine, and create a positive culture of balance between work and the rest of life.

Requirements

12+ years of design experience
Bachelor's degree in design, human-computer interaction (HCI), or 12 years of equivalent professional experience
Available online portfolio demonstrating relevant work
Experience with design tools such as Figma and prototyping in HTML, JavaScript, CSS
Proficiency with current web and accessibility standards
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 in collaborative team environments and direct work with senior developers
Fluency in best practices for design, as well as strong knowledge of usability principles and techniques
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

Nice To Haves

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

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 and influence product management, engineering, and UX leaders 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
Mentor UX teammates
Help raise the bar on UX design in Amazon