Principal UX Designer, Amazon Customer Service Job at Amazon in San Francisco

Principal UX Designer, Amazon Customer Service

At Amazon, we strive to be Earth's most customer-centric company.

The Amazon Customer Engagement Technologies (CET) UX team is key to that mission, defining UX for customers and the customer service associates who help them.

When customers have problems, we make solutions self-evident, and when they need additional help, we ensure the best possible automation and human support.

You will be responsible for designing next-generation experiences that enable customer service associates to efficiently resolve customer issues.

Many projects involve developing generative AI solutions to improve the customer experience and enabling LLMs to author content so every customer and associate gets exactly what they need, when and where they need it.

Your work will provide AI assistance to help Amazon's customers receive consistent and quicker resolutions while empowering associates with the help they need.

• Design innovative machine learning-powered interfaces focused on customer problem-solving
• Create user-centered designs incorporating telemetry data, customer feedback, and technical parameters
• Develop best-in-class user interface designs, flows, and interaction models
• Build lightweight prototypes and design deliverables in a fast-paced environment
• Collaborate with and influence product management, engineering, and UX leaders from concept to launch
• Create process flows, wireframes, and visual mockups to communicate interaction behaviors
• Design UI architecture and interaction flows based on business requirements
• Present design solutions to stakeholders including executives for review
• Analyze interface challenges and develop measurable business-focused solutions
• Partner with business teams to define use cases and high-level requirements
• Translate abstract concepts into concrete, data-driven design solutions
• Mentor UX teammates
• Help raise the bar on UX design in Amazon

A day in the life

You are an experienced Principal UX Designer with strong user interface design skills and a desire to deeply understand customer needs, applying insights to everything you do.

You focus on big-picture initiatives while addressing crucial details.

You are a systems-oriented thinker who solves ambiguous, multi-faceted problems and simplifies highly technical problems in elegant ways to make customer experiences effortless and intuitive.

If you are not sure every qualification on the list 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!

Benefits

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, hours, 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

About the team

The Customer Service UX team is a diverse group of UX designers, researchers, writers, and program managers with a shared mission to make experiences intuitive, effortless, seamless, and empathetic.

We trust each other, collaborate regularly, and work to raise the bar on UX quality, while maintaining a supportive culture that balances work and life.

Qualifications

Basic Qualifications

• Experience with UX design of complex workflows
• Experience defining and maintaining design patterns and UX standards
• Ability to turn around rigorous wireframes and mockups in an iterative, agile environment

Preferred Qualifications

• A master’s degree in Design, Information Science, Computer Science/HCI, or a design-related discipline such as cognitive psychology

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets.

The base pay for this position ranges from $147,600/year in our lowest geographic market up to $244,000/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.

Depending 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.

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.