DESCRIPTION

Amazon’s mission is to be earth’s most customer-centric company. One of the ways we do this is by empowering our associates with tools to best support our customers in times of need. The Amazon Customer Service User Experience Studio is seeking a UX Designer to improve the Digital Devices and Alexa Services Associate Experience. Our studio is made up of a team of smart, passionate designers, user researchers, UX writers, UX program managers, product managers, and developers to drive a design process that always works backward from the customer to deliver results that delight our associates and resolve customer issues.

You’ll do great in this role if you are:

• Able to carefully balance associate needs, business goals, and technical constraints
• Passionate about creating elegant, simple to understand designs
• Excited to dig into challenging problems and ask a lot of questions to get to the root of the problem

Key job responsibilities

You’ll work with our key partners, research, product owners and engineers to understand the customer need and deliver strategic design experiences. You’ll ensure that design solutions consider customer and associate feedback, metrics, and usability findings. You’ll bring user-centered design skills and business knowledge to translate conceptual ideas into design solutions that improve the overall customer service experience. You’ll collaborate and partner with other Customer Service Designers and leadership to evangelize the value and raise the visibility of design across Amazon.

• Create user flows, wireframes, prototypes, high-fidelity designs, and detailed UI specifications Use, suggest modifications, and contribute new patterns to a studio wide design library
• Understand and champion Device and Digital service associate needs to our partners
• Explores a variety of design directions before arriving at a solution. Able to assess trade-offs and adapt your solutions to meet the needs of multiple stakeholders
• Contribute to the studio’s best practices for UX design while continually advocating for design thinking, process, and craft throughout our organization

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team

This role is part of Amazon’s Customer Service UX Studio (CS-UX), which drives UX Design excellence across Worldwide Customer Service. CS-UX studio is a group of UX researchers, writers, producers, and designers who partner closely to build high quality end-to-end experiences for our customers. The studio works on a diverse product set which includes customer-facing, self-service solutions, customer service agent tools, driver support, and internal operational tools.

This role is supporting the Digital Devices and Alexa Services (D2AS) team. D2AS works to improve associate and customer experiences, eradicate defects, and innovate on behalf of Worldwide Customer Service technologies. Digital Devices and Alexa Services own the associate experience assisting customers in getting the most out of their Amazon devices, subscriptions, and digital products. Some ways our associates aid Amazon customers include helping them troubleshoot complex ecosystems, providing continued feature education, and working to resolve any other issues that may come up with D2AS owned products.

BASIC QUALIFICATIONS

– 2+ years of design experience
– Have an available online portfolio
– Experience in prototyping
– Some experience with the design hand-off process
– Experience working within a design system
– Experience using Figma

PREFERRED QUALIFICATIONS

– Experience working in a collaborative multi-disciplinary team and working directly with product managers, developers, and UX Researchers
– Understanding and knowledge of a variety of UX Research methodologies
– Excellent written and verbal communication
– Experience working with an agile team
– Experience balancing projects with competing timelines

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,900/year in our lowest geographic market up to $158,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.