Senior UX Designer - Customer Service UX

Cupertino, California, USA

Full Time Senior-level / Expert
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Posted 3 weeks ago

At Amazon, we strive to be Earth's most customer-centric company. The Amazon Customer Service (CS) UX Studio is key to that mission, defining UX both for customers and the customer service associates who help them. When our customers have problems, we make solutions self-evident, and when they need additional help, we ensure the best possible automation and human support.

As a Senior UX Designer for our team, you will be responsible for designing next-generation customer service associates' experiences. You will lead the design of products that leverage the latest machine learning capabilities to help customers solve their problems. You are a systems-oriented thinker who is happiest when solving ambiguous and multi-faceted issues. You love the challenge of simplifying highly technical problems in elegant ways that make customer experiences effortless and intuitive. You should create highly-functional, globally-durable user experiences that demonstrate a passion for relentlessly optimizing a Customer Service Associate's job. Collaboration should be critical to your process. Your work should be informed by customers, partners, research, metrics, and high judgment.

Key Responsibilities:
· Work in a highly-ambiguous and rapidly-changing environment, where you'll need a willingness to roll up your sleeves and pitch in wherever necessary.
· Use business requirements, technical input, and customer research to assist in developing scenarios, use cases, and design requirements independently.
· Ability to drive the design review cycle and alignment with other Designers, Product Managers, Program Managers, Engineers, Operations, and Compliance to deliver design recommendations.
· Design conceptual diagrams, wireframes, information architecture, high-fidelity mockups, prototypes, and interaction specifications.
· Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts and rationale for design decisions clearly and persuasively across different audiences, including senior leadership.
· Develop and maintain detailed user-interface specifications and design patterns that scale for your team and influence other designers.
· Refine and extend screen comps based on an established visual toolkit.
· Define, and document process flows for operations.
· Lead research initiatives to understand your users and processes.

Basic Qualifications


· 6+ years of design experience
· An available online portfolio

Preferred Qualifications

· Bachelor's degree in design, human-computer interaction (HCI), or equivalent professional experience
· Proficiency in design tools such as Sketch, Figma and Invision Freehand..
· Proficiency in prototyping tools such as Flinto, Figma, ProtoPie, and InVision.
· Fluency in best practices for information architecture and interaction design, user-centered design process, and strong knowledge of user experience principles and techniques.
· A relentless drive for innovation while continuing to balance user model with implementation model.
· Able to identify and mitigate risk on projects.
· Experience working within a high-growth technology company would be highly beneficial.
· Expertise in UX performance optimization using qualitative and quantitative assessment.
· Experience designing for global markets.
· Proficiency in accessibility.
· Usability testing experience.
· Demonstrated knowledge of the latest interaction design patterns and trends.
· A relentless focus on the customer.

Job tags: Architecture Figma Flinto Human-computer interaction InVision ProtoPie Prototypes Research Sketch Usability testing User experience Wireframes
Job region(s): North America
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