Senior Product Designer , Customer Service Design

Lead end-to-end design for lab initiatives, including discovery, prototyping, and co-creation with contact handlers to rethink customer service experiences. Define product direction with cross-functional partners and scale validated concepts into production.

Responsibilities

• Observe and listen to Amazon customers and contact handlers to generate design opportunities
• Lead discovery, framing, concepting, interaction and visual design, prototyping and handoff for lab initiatives
• Co‑create with contact handlers through workshops and rapid test‑and‑learn cycles
• Build high‑fidelity, interactive prototypes including AI and GenAI‑powered experiences
• Define success metrics, scope MVPs and make go/no‑go recommendations with PMs, engineers and data scientists
• Design for trust and responsible AI, ensuring transparency, human‑in‑the‑loop controls, data privacy and WCAG 2.2 AA accessibility
• Create narratives, concept videos and demos for senior leadership and connect lab results to customer impact
• Scale validated concepts by partnering with CS‑UX product teams and adding patterns to the design system
• Mentor designers, run critiques and help define lab design practices

Requirements

• 7+ years of design experience
• Online portfolio
• Knowledge of usability principles and techniques

Benefits

• Sign‑on payments and restricted stock units (RSUs)
• Comprehensive health insurance (medical, dental, vision, prescription)
• Basic Life & AD&D insurance with optional supplemental plans
• Employee Assistance Program and mental health support
• Flexible Spending Accounts
• Adoption and surrogacy reimbursement
• 401(k) matching
• Paid time off and parental leave

Key Skills