Sr. UX Researcher , Amazon Customer Service

The Senior UX Researcher will plan and execute a research roadmap to inform the vision of automation products that leverage AI capabilities. They will design and conduct user research to improve customer service experiences and collaborate closely with product management and engineering teams.

Responsibilities

• Plan and execute a research roadmap to inform the vision of automation products that leverage AI capabilities to help customers resolve issues and drive proactive solutions
• Produce insights to develop best-in-class experiences (including user interface designs, user flows, interaction models, and lightweight prototypes) in a fast-paced, startup-like environment
• Working closely with product management, engineering, and the UX team, take projects from early-stage concepts to launch
• Design and conduct generative and evaluative user research on next-generation experiences for customer service contact handling
• Partner closely with design and product teams to understand blockers, prioritize multiple stakeholders' needs, and build a research road path

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 (e.g., study plans, reports, personas)

Benefits

• Base salary range for this position is $152,200.00 - $205,900.00 USD annually
• Sign-on payments and restricted stock units (RSUs)
• Comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave

Key Skills