Sr. UX Conversation Designer, Amazon Customer Service

Amazon • Seattle, WA

7d • $137,800 - $186,400 • Onsite

About The Position

Amazon’s Customer Service (CS) UX (CS-UX) Word and Voice Design team is looking for an enthusiastic, experienced, and collaborative conversation designer to help drive and improve the voice, tone, and personality of our ecosystem of customer service products. You’ll collaborate across our UX design studio and beyond, working with designers, researchers, engineers, machine learning scientists, and product/program managers throughout the planning, design, and development lifecycle of our products and features. This role not only focuses on conversation design for web, app, and chatbot experiences, but it also provides an opportunity to work on UX writing and content design for innovative new customer features. We're counting on you to help us deliver excellence across the global Customer Service organization. You’ll get to conduct A/B testing and research on the optimal voice, tone, and messaging to best support Amazon customers. You’ll also be involved in building AI and Large Language Models (LLMs), creating writing guidelines to raise the bar, and share our expertise with our product and tech partners. In addition, you'll be part of solving complex challenges, becoming an expert in your domain, and helping us scale our impact to create better Customer Service experiences for Amazon customers everywhere. Every day will be different, but you'll work with UX research, design, product, and tech partners on long-term initiatives, short term features, and the occasional quick turnaround project to improve chatbot workflows and user interfaces, all informed by quantitative or qualitative data. You’ll support our team's scaling efforts, and support larger projects by participating in working sessions and workshops representing conversation design strategy when needed. Additionally, you'll share your expertise and ideas with teammates during collaborative UX studio working sessions, and support UX studio initiatives to elevate the Amazon customer experience.

Requirements

• 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
• 5+ years of conversation design, content design, UX writing, or voice design experience
• Bachelor's degree or equivalent experience in English, Journalism, Marketing/Communications, Human-Computer Interaction (HCI), or Design
• Experience meeting customer and business requirements and leading review sessions
• Outstanding communication and organizational skills

Nice To Haves

• UX Conversation design or content design writing for complex workflows
• Analyzing user research, data, and customer feedback to develop UX content or conversation
• Creating writing guidelines and teaching conversation design principles
• Working directly with designers, product managers, researchers, engineers, and other subject matter experts
• Working on a cross-functional team and synthesizing feedback and input from multiple stakeholders
• Ability to manage and lead multiple projects at once
• Working knowledge of the UX design process

Responsibilities

• Provide strategy and execution for user-centered conversational CS products and chatbots
• Lead the strategic vision for several products that include generative AI/Large Language Models
• Lead voice, tone, and messaging experiments to helps us learn what works best, earn trust, and share data-backed patterns and best practices to multiply this success
• Make data-informed decisions based on user feedback, metrics, accessibility practices, and usability findings
• Plan, write, and publish self-service conversation design and content design guidelines
• Be a key influencer in product strategy, driving mindful discussions with product managers, designers, engineers and stakeholders

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
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

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