UX Researcher, Customer Service UX, Corp - CS - CET - UX

DESCRIPTION

Have you ever contacted customer service and thought, "I could make this experience better"? Or wondered about the associate on the other end of the line? We're looking for a UX Researcher to help us as we re-imagine Amazon customer support for all Amazon devices and digital services (such as Echo, Fire TV, Prime Video, and Kindle). We're designing a new product from the ground up that will empower our customer service associates to deliver world-class support to all Amazon device and digital customers.

We are a small, nimble, and fast-paced team with a high degree of ownership and lots of opportunity to thing big, invent, and innovate in a complex problem space. You will work closely with smart, passionate designers, user researchers, product managers, and developers to drive a design process that always works back from the customer. Our team works on solving hard problems like how to help associates remotely troubleshoot a customer's smart home setup, or how to manage customers' digital content and subscriptions across services and devices, all at Amazon scale.

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

• Collaborative, flexible, and thrive taking ownership in ambiguous situations.

• Curious and love to dive deep and solve challenging problems with thoughtful and elegant solutions.

• Able to create design solutions that gracefully balance customer needs, business goals, and technical restraints, all while relentlessly advocating for the end customer experience.

Key job responsibilities

In this role you will be responsible for driving and implementing research strategies. You will interact daily with team members to understand and guide research needs, both defined and undefined.

You will also be required to work with minimal direction and be capable of working quickly while delivering high-quality outputs. You will work on overlapping projects, which require the ability to multi-task and juggle competing priorities. The right candidate will have a deep understanding of user research methods and best practices and a flexible, creative, and pragmatic approach.

A day in the life

Partner closely with design and product to understand blockers, prioritize multiple stakeholders needs, and build a research roadmap.

Communicate and refresh research on regular basis to ensure relevancy and durability of insights.

Identify best methods based on research questions, timeline, and resourcing.

Build and continuously improve a robust and thoughtful approach to gather customer insights, and collaborate with other research teams in Amazon to align on best practice.

Define and execute (and, as necessary, invent) research methods appropriate to the questions at hand, including but not limited to interviews, observations, surveys, usability testing, and heuristic evaluations.

Synthesize primary and secondary data types and perform quick and thorough analyses leading to focused, insightful, and actionable findings.

About the team

Our team is part of a larger Customer Service design studio made up of UX designers, researchers, writers, technologists, and producers that own creating best-in-class customer service experiences for Amazon associates and customers. This role will be part of the associate experience team, focused on digital and device troubleshooting experiences.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

BASIC QUALIFICATIONS

4+ years experience as a user experience designer, interaction designer, or similar role.

Experience working in a multi-disciplinary team

PREFERRED QUALIFICATIONS

Bachelors in Human Factors, HCDE, Cognitive Psychology or similar.

Communication, presentation, interpersonal, and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization

An unfailing passion and capacity to advocate on behalf of our users.

Experience working in an agile fast paced environment.

User research or other experience from a technical field, such as software development, systems management, or similar.

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 $104,100/year in our lowest geographic market up to $193,600/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. Applicants should apply via our internal or external career site.