UX Designer

Amazon • Newark, NJ

3d • Onsite

About The Position

As part of the UX Architecture and Operations team, you'll architect and design customer service experiences that assist millions of Audible customers worldwide. In this role, you'll own the end-to-end design of Audile's global help centers that are mission critical components of delivering a seamless Audible experience across local and international markets. Your designs will help customers solve problems faster, feel more understood, and enjoy smoother interactions with Audible—whether they're engaging through self-service help centers, chat interfaces, or voice-enabled solutions.

You'll design and optimize the tools used by 700+ customer service agents operating 24/7 across our Newark office and international locations, ensuring these systems are intuitive, efficient, and aligned with the Audible brand. You'll be part of a team that's pushing the boundaries of what's possible with AI and LLM technology while keeping the human experience at the center of everything we do. Your work will span from reimagining our help center architecture and content strategy frameworks to designing conversational interfaces that resolve customer issues without agent intervention—driving both exceptional customer experiences and significant operational efficiencies.

Requirements

• 3+ years of user experience designer, interaction designer, information architect, or similar design-related role experience
• Bachelor's degree or equivalent experience in a relevant field (UX Design, HCI, Design, or related discipline)
• Experience with modern design tools such as Figma, Stitch, Framer, etc
• Experience using/architecting content publishing or content management systems to create, manage, and publish user-facing content
• Experience with information architecture principles and content organization
• Experience working directly with cross-functional teams including product managers, engineers, and stakeholders

Nice To Haves

• Experience with conversational design (CxD) and conversational UI (CUI) for chatbots and voice interfaces
• Experience with content strategy frameworks and localization strategies for global audiences
• Experience with AI design tools such as Figma AI features, Claude, etc.
• Familiarity with GitHub, Git, or version control systems in general
• Knowledge of modern LLM technologies
• Experience designing scalable, multi-touchpoint experiences
• Experience with collaboration tools such as Jira/Confluence, Airtable, etc.
• Experience designing for accessibility and inclusive design principles
• Familiarity with service design methodologies and end-to-end journey mapping
• Experience working with global teams and designing for multiple languages, cultures, and markets

Responsibilities

• Design with empathy and attention to detail, measuring success not just in metrics but in moments where technology truly serves human needs
• Bring curiosity and craft in equal measure, diving into the technical details of AI-powered experiences while never losing sight of the real people trying to solve real problems
• Be fascinated by the challenge of creating customer service experiences that work seamlessly across languages, cultures, and touchpoints
• Pioneer new approaches that feel natural, helpful, and distinctly Audible

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
• Education Level: Associate degree