Senior UX Researcher, AWS Support

Amazon • Seattle, WA

8d

About The Position

At AWS Support, our mission is to help millions of customers worldwide achieve
their desired outcomes on AWS through personalized, proactive guidance and
technical expertise. We are revolutionizing cloud operations through AI
innovation, developing intelligent solutions that anticipate and resolve
customer needs. We help customers adopt, optimize, and operate AWS at scale
through our technology and expertise.

As a UX Researcher on our team, you'll play a critical role in understanding the
complex journey of AWS customers, identifying pain points in their support
experience, and informing product decisions that drive customer satisfaction and
operational efficiency. Your research will directly influence how we evolve our
support offerings to create seamless experiences that enable customers to
maximize their cloud investments. By joining our team, you'll help shape the
future of AWS Support as we continue to scale our services while maintaining the
high-touch, customer-obsessed approach that differentiates us in the market.

Here, you'll collaborate with passionate designers, researchers, and product
teams to solve meaningful problems at scale. You'll have the opportunity to work
on high-impact projects that directly influence how AWS customers interact with
support services, from enterprise organizations to individual developers. We
foster a culture of continuous learning, mentorship, and inclusion—where your
ideas matter, your growth is supported, and your work makes a tangible
difference in the customer experience. If you're excited about leveraging AI to
transform support and want to be part of a team that values innovation,
collaboration, and customer obsession, we'd love to hear from you.

Requirements

• 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)

Nice To Haves

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

Responsibilities

• Use your knowledge of behavioral science research methods and experimental design to lead research initiatives that align to and inform business strategy and goals.
• Use your communication, presentation, interpersonal, and analytical skills to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
• Help product teams and leadership determine the right research questions to ask.
• Define and execute (and, as necessary, invent) research methods appropriate to the questions at hand, including but not limited to field research, surveys, lab studies, remote testing, and A-B tests.
• Provide focused, insightful, and actionable findings by quickly and thoroughly analyzing a wide range of primary and secondary data types.
• Translate insights into measurable customer experience outcomes aligned to business goals.
• Work with design, product management, engineering, and marketing partners to develop innovative end-to-end solutions that address top outcomes. Iteratively design and test these solutions until outcomes are achieved or hypotheses are proven wrong.
• Advance the development of insight-based knowledge management frameworks used to drive decision-making and prioritization of investments.

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level