UX Designer, Amazon Customer Service

Amazon•Seattle, WA

11h

About The Position

This role is part of Amazon's Customer Service UX Studio (CS-UX), which drives UX Design excellence across Worldwide Customer Service. The CS-UX studio is a group of UX researchers, writers, program managers, and designers who partner closely to build high-quality, end-to-end experiences for our customers. The studio works on a diverse product set, which includes customer-facing self-service solutions, customer service associate tools, driver support, and internal operational tools. This role is dedicated to supporting the Customer Service Associate journey and will work to improve associate experiences, eradicate defects, and innovate on behalf of Worldwide Customer Service technologies. You'll do great in this role if you are: - Able to carefully balance associate needs, business goals, and technical constraints. - Passionate about creating elegant, simple-to-understand designs. - Excited to dig into challenging problems and ask a lot of questions to get to the root of the problem. - Experience managing competing timelines and establishing prioritization structure with partners. A day in the life This role will focus on improving and simplifying the way our Customer Service Associates support our end customers. You will work with a large network of partners across business verticals to identify pain points in current user journeys and propose seamless, end-to-end UX solutions. You’ll work closely with a studio of smart, passionate designers, user researchers, UX writers, product managers, and developers to drive a design process that works backward from the customer to deliver results.

Requirements

4+ years of design experience
3+ years of delivering design solutions as a UX designer or interaction designer experience
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
Experience working in a collaborative team and working directly with developers for implementation of designs
Experience acquiring user data (e.g., conducting usability studies, performing user research) and creating personas and journey maps
Knowledge of best practices for information architecture and design
Experience working within constraints of a design system.
Experience working within constraints of a design system.

Responsibilities

You'll bring user-centered design skills and business knowledge to translate conceptual ideas into design solutions that improve the overall customer service experience.
You'll work with key partners, research, product owners, and engineers to understand the customer needs and deliver strategic design experiences. You should be able to assess trade-offs and adapt your solutions to meet the needs of multiple stakeholders.
You'll ensure that design solutions consider customer and associate feedback, metrics, and usability findings.
You'll contribute to the studio’s best practices for UX design while continually advocating for design thinking, process, and craft throughout our organization.
You'll work with tech partners to understand the data produced by a device and clarify the insights to be shared with customers.
You'll demonstrate systems-level design thinking, delivering design solutions that scale.