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 communicate findings to various stakeholders.

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

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

• Comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave
• Sign-on payments and restricted stock units (RSUs)
• Opportunities to learn new skills and expand scope
• Supportive team with a culture that encourages open communication

Key Skills