Sr UX Designer, Amazon Customer Service

Description

Join us in Revolutionizing Customer Service Design.

Do you want to shape how millions of customers and associates experience Amazon across social apps? As a UX Designer on our Amazon Customer Service (CS) team, you'll craft intuitive, delightful experiences that transform how customers get help, and how our associates deliver world-class service across existing and emerging social channels like Instagram, TikTok, and X.

The CS organization supports customers in several languages globally. Our CS-Social team within CS monitors and responds to customers to address their needs across all major social apps. We're looking for a strategic designer who can elevate both customer-facing experiences and the tools our associates use daily to deliver exceptional service.

You'll design solutions for complex problems while ensuring consistency, simplicity, and delight. This role requires someone who can think strategically about end-to-end experiences while executing tactically on high-impact design work.

Your work will directly impact millions and help solve real customer problems, reduce friction in service delivery, and create experiences that build trust in the Amazon brand. This is an opportunity to shape the future of CS design at one of the world's most customer-centric companies.

Key job responsibilities
- Create seamless, intuitive customer experiences across social media apps
- Design tools and workflows that empower our CS associates to respond efficiently and empathetically at scale
- Develop design systems, patterns, and standards that scale across multiple social apps
- Balance customer needs with associate productivity.
- Analyze qualitative and quantitative data to inform customer experience and business decisions
- Set the standard for design quality across the CS Social experience

A day in the life
You'll partner closely with product managers, engineers, UX researchers, and operations leaders to deliver cohesive solutions and scalable mechanisms that increase collaboration between partners.

You will present and defend design decisions to senior leadership, ensuring prioritized outcomes while influencing product roadmaps and organizational goals through design excellence and customer insights.

About the team
You want to be part of something great? CS-Social is a highly collaborative and high-energy team that isn’t afraid to swing for the fences or exceed expectations even on tactical projects. We are a team who geeks out over customer experience, tech and commerce and believe that no experience is perfect unless it delights customers in unexpected ways. We are makers who believes the only way to sell strategic vision is to craft exquisite design artifacts.

Basic Qualifications

- 7 years of design experience
- Have an online portfolio or samples of work on resume, demonstrating experience creating great end-to-end, user-centered design solutions and patterns, across desktop and mobile devices
- Experience designing and prototyping with tools such as Figma, Adobe Creative Cloud, or similar

Preferred Qualifications

- Knowledge of usability principles and techniques
- Experience in delivering design solutions for projects of large scope and complexity
- Experience with hands-on visual design
- Experience defining and maintaining design patterns and UX standards

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.