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Sr. UX Researcher , Amazon Customer Service
Amazon 🇺🇸 Austin, Texas, United States of America
Lead the research roadmap to re-imagine Amazon's customer service automation experiences using AI capabilities. Partner with product and engineering teams to translate complex data into actionable design narratives and intuitive user flows.
Responsibilities
- Partner closely with design and product teams to understand blockers, prioritize multiple stakeholders' needs, and build a research road path
- Communicate and refresh plans on a regular basis to ensure relevancy
- Identify the best qualitative methods based on research questions, timelines, and resourcing
- Define and execute research methods appropriate to the questions at hand
- Synthesize primary and secondary data types and perform quick yet thorough analyses
- Build upon existing research/frameworks that other team members have conducted
- Drive and implement research strategies
- Interact daily with team members to understand and guide research needs
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 with behavioral data collection, quantitative data analysis, and statistics
- Have a portfolio demonstrating past work experience and deliverables
Benefits
- Sign-on payments
- Restricted stock units (RSUs)
- Comprehensive benefits including health insurance
- 401(k) matching
- Paid time off
- Parental leave
Key Skills
About Amazon
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fa
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