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 with product management and engineering teams.

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 (and, when necessary, invent) research methods appropriate to the questions at hand, including, but not limited to, interviews, observations, surveys, usability testing, and heuristic evaluations
• Synthesize primary and secondary data types and perform quick yet thorough analyses, leading to focused, insightful, and actionable findings

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

• 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
• Parental leave
• Sign-on payments
• Restricted stock units (RSUs)

Key Skills