Senior UX Research Scientist

Seattle, Washington, USA

Full Time Senior level / Expert
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Posted 1 month ago

Amazon Care is looking for a Senior UX Research Scientistto join an exciting new project team. We are an innovative, cross-platform, customer-obsessed team, working on big-bets in an innovative environment. Our organization rewards intellectual curiosity while maintaining the direct to market product focus. Our mission is to invent and simplify large-scale solutions and bring the future to Amazon customers.

This role conducts UX research and data synthesis across a growing product & clinical health team. You’ll work cross-functionally and collaborate with product managers, designers, clinicians and engineering teams to proactively ingest research data, organize and synthesize reports, and strategize on new insights that translate into new product roadmap initiatives and service improvements.


What you will do

· Help UX and product team leadership identify the right research questions to ask, creating long-term research roadmaps and opportunity frameworks that align to and inform business strategy and goals.
· Own, Evolve & extend the existing VOC program to connect new sources of data while extending the impact of the program across internal audiences of business, product, UX and clinicians.
· Define and execute (and, as necessary, invent) research methods appropriate to the questions at hand, including but not limited to surveys, A-B tests/experiments, and some remote testing.
· Synthesize a wide range of primary and secondary data types to perform quick and thorough analyses that leads to focused, insightful, and actionable findings.
· Successfully persuade decision makers at all levels of the organization to take aligned action on research findings – inspire them and help them internalize opportunities to delight customers and differentiate our service.
· Translate insights into measurable customer experience outcomes aligned to business goals.
· Own and synthesize insights for MBR and QBR reporting.
· Own the insights and UX data generated by emerging payer audience.
· Work with a wide range of business partners, particularly in analytics and product management, to develop innovative end-to-end solutions that address top outcomes, and iteratively design and test these solutions until outcomes are achieved or hypotheses are proven wrong.


As a Senior UX Research Scientist, you will be part of a greenfield effort to build a truly innovative product from the ground up. You will have a deep understanding of user research methods and best practices, along with a creative and pragmatic approach on how to connect new and existing data sources, synthesize and report them. You will design and implement research activities that help us gain valuable insights into our customers and inform product direction, concepts and designs. To succeed in this role, you genuinely be a self-starter, able to thrive in a fast-paced start-up like environment with considerable product ambiguity, welcoming the opportunity to extend your influence to the entire team.

You will manage a VOC (Voice of the Customer) research program that will grow in both intake, synthesis and reporting impact. You will work with other UXR team members to synthesize data from both clinician and customer insights. You have the ability to work efficiently and routinely deliver the right things with limited guidance. Your work will be focused on medium-to-large goals and research projects that span multiple customer segments and/or teams. Once completed, your research will be able to distill clear customer needs from large, diverse data sets (e.g., behavioral/telemetry, survey, qualitative interviews/usability, etc.) to provide inputs that solve complex business problems. You will own the delivery of customer insights for multiple teams at the product level. You will proactively identify and inspect existing mechanisms for sharing user insights to increase their adoption and measurability. You will ensure your program stays aligned with organizational goals and you should have fun in the process while building a world class consumer healthcare product.


Responsibilities:
· Employ the best research method(s) based on research questions, timeline, and resourcing
· Must illustrate skills in navigating topics and sensitive data environments including PHI
· Ability to develop metrics that appropriately reflect the user experience quality of a feature, product or system
· Ability to Work closely with product, UX design, engineering, marketing, and sales teams to identify research topics and critical research questions, create detailed plans and build a research roadmap; communicate and refresh on a regular basis to ensure impact and relevancy
· Define and execute a comprehensive research plan, using the best method or mix of quantitative and qualitative methods based on research questions, timeline, and resourcing.
· Perform hands-on data analysis and modeling with very large data sets to develop insights into different aspects of our business and user experience.
· Communicate results and opportunities in clear, concise, and compelling ways to all levels of management
· Drive impact, as measured by changes to the product design and development roadmap
· Understand different data types from different sources and perform quick but thorough data analysis in order to create insightful and actionable findings
· Create a deep understanding and empathy for our target customers through primary field research, behavioral analysis, and/or secondary research
· Act as a representative within the larger Amazon user researcher community. Collect and synthesize useful research from across the organization, bringing insights back to your team
· Eagerness to continually learn, grow and improve the craft of UX research

Basic Qualifications



· BA/BS in experimental psychology, cognitive science, human computer interaction or related discipline
· 5+ years End-to-end experience with all aspects of research (study design, recruiting, moderation, analysis, reporting)
· 5+ years of hands-on experience conducting UX research in an applied setting
· A portfolio demonstrating past work experience, deliverables, and extraction of actionable insights from qualitative data
· 5+ years experience with Hands-on experience with field research, ethnography, lab-based user testing, remote testing, paper testing, survey design and iterative prototype testing


Preferred Qualifications


· MA/MS/Ph.D. in research science, psychology, human computer interaction, anthropology, or related discipline
· Excellent verbal, written and presentation skills, showing experience presenting to and effectively advising senior management
· Working knowledge of behavioral statistics and the principles of experimental design
· Strong ability to understand, analyze and interpret complicated data across quantitative & behavioral analysis
· Experience conducting usability research including knowledge of best practices
· Experience conducting research across a variety of countries, modalities and environments
· Experience working with Healthcare data and expertise with the nuances in both format & privacy reporting
· Experience working in technology, particularly with APIs, SDKs, and other tools for building software
· Start-up or early stage business experience including a proven track-record of delivering results in ambiguous circumstances

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.



Job tags: Analytics Cognitive science Cross-platform Engineering Human computer interaction Product design Product management Research Surveys User experience User research User testing UX design UX research
Job region(s): North America
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