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.


Key job 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.

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.

Benefits Summary:
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

Basic Qualifications

- 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

Preferred Qualifications

- 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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 117,800.00 - 160,000.00 USD annually