Senior UX Designer, Amazon Customer Service

At Amazon, we strive to be Earth's most customer-centric company. The Amazon Customer Service UX Studio is key to that mission, defining UX that helps us better understand and serve our customers. We are seeking a UX Designer to reimagine Amazon's suite of Voice of Customer (VoC) products, which are critical for analyzing customer feedback, identifying trends, and driving proactive solutions across Amazon. Our VoC products are used by teams globally across Amazon to identify and eliminate product and service defects, making it a crucial platform for improving customer experience worldwide. As a UX Designer, you will be responsible for designing next-generation experiences that transform vast amounts of customer feedback (including customer service contacts) into actionable insights. You'll create solutions that serve diverse internal users across multiple geographies, time zones and business units, ensuring that teams worldwide can effectively identify and eliminate customer experience defects. You are a UX Designer with strong user interface design skills and a desire to deeply understand customer needs, applying these insights to everything you do. You can focus on big picture initiatives while also identifying and addressing crucial details. As a systems-oriented thinker, you thrive on solving ambiguous and multi-faceted problems, simplifying highly technical challenges in elegant ways. You will partner closely with UX Research to transform complex data into compelling design solutions.

You'll need to be both a strategic thinker and a persuasive storyteller, using data to drive decisions and influence stakeholders across the organization. Your ability to synthesize complex research findings, metrics, and business requirements into clear design narratives will be crucial for building alignment and driving change. This role is crucial in shaping how Amazon understands and responds to customer needs at scale. Success requires both creative problem solving and strategic communication to drive meaningful improvements to the customer experience. As a UX Designer in the Voice of Customer product space, you will design interfaces that leverage the latest machine learning and AI capabilities to help analyze customer feedback patterns, identify emerging issues, and drive proactive solutions. You will 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, you'll take projects from early-stage concepts to launch. You are a pragmatic designer who can translate complex data into actionable insights that serve diverse internal users, from business analysts to senior leadership.

Key job responsibilities
- Lead end-to-end design from concept to launch
- Create user interfaces that reveal meaningful patterns to users
- Develop and validate solutions through user research and iterative testing
- Build compelling narratives that connect customer insights to business opportunities
- Partner with product, engineering, and research teams to deliver impactful solutions
- Lead design reviews and workshops to align stakeholders and drive decisions


A day in the life
As a Senior UX Designer for Amazon Customer Service, you will design interfaces that leverage the latest machine learning and AI capabilities to help analyze large enterprise accounts, identify emerging issues, and drive proactive solutions to resolve procurement issues before they happen. You will 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, you'll take projects from early-stage concepts to launch. You are a pragmatic designer who can translate complex data into actionable insights that serve diverse internal users, from business analysts to senior leadership.