Amazon
UX Designer, Customer Service UX
Amazon, Seattle, Washington, us, 98127
Description
Digital devices play a role in almost everyone’s lives these days and, of course, we use our devices to view, read, or listen to our favorite content. You’ve probably helped family or friends connect a device to their wifi or sync a playlist right? We know troubleshooting tech can be challenging, that’s why we’re looking for a UX Designer to help raise the device support and customer service bar for the Digital Devices and Alexa Services Associate experience team. You’ll work closely with a team of smart, passionate designers, user researchers, UX writers, product managers, and developers to drive a design process that always works backwards from the customer to deliver great results.
You'll do great in this role if you are:
Able to carefully balance associate needs, business goals, and technical constraints
Passionate about creating elegant, simple to understand designs
Excited to dig into challenging problems and ask a lot of questions to get to the root of the problem
Key job responsibilities
You'll bring user-centered design skills and business knowledge to translate conceptual ideas into design solutions that improve the overall customer service experience.
You'll work with our key partners, research, product owners and engineers to understand the customer need and deliver strategic design experiences. You are able to assess trade-offs and adapt your solutions to meet the needs of multiple stakeholders.
You'll ensure that design solutions consider customer and associate feedback, metrics, and usability findings.
Contribute to the studio’s best practices for UX design while continually advocating for design thinking, process, and craft throughout our organization.
Work with tech partners to understand the data produced by a device and clarify the insights to be shared with customers.
Demonstrate systems-level design thinking, delivering design solutions that scale.
A day in the life
This role is supporting the Digital Devices and Alexa Services (D2AS) team. D2AS works to improve associate and customer experiences, eradicate defects, and innovate on behalf of Worldwide Customer Service technologies. Digital Devices and Alexa Services own the associate experience assisting customers in getting the most out of their Amazon devices, subscriptions, and digital products. Some ways our associates aid Amazon customers include helping them troubleshoot complex ecosystems, providing continued feature education, and working to resolve any other issues that may come up with D2AS owned products.
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, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan
If you are not sure that every qualification on the list above 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!
About the team
This role is part of Amazon's Customer Service UX Studio (CS-UX), which drives UX Design excellence across Worldwide Customer Service. CS-UX studio is a group of UX researchers, writers, producers, and designers who partner closely to build high quality end-to-end experiences for our customers. The studio works on a diverse product set which includes customer-facing, self-service solutions, customer service agent tools, driver support, and internal operational tools.
Basic Qualifications
5+ years of design experience
3+ years of delivering design solutions as a UX designer or interaction designer experience
Have an available online portfolio
Preferred Qualifications
Experience working in a collaborative team and working directly with developers for implementation of designs
Experience acquiring user data (e.g., conducting usability studies, performing user research) and creating personas and journey maps
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.
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 $106,000/year in our lowest geographic market up to $184,000/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. 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. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Digital devices play a role in almost everyone’s lives these days and, of course, we use our devices to view, read, or listen to our favorite content. You’ve probably helped family or friends connect a device to their wifi or sync a playlist right? We know troubleshooting tech can be challenging, that’s why we’re looking for a UX Designer to help raise the device support and customer service bar for the Digital Devices and Alexa Services Associate experience team. You’ll work closely with a team of smart, passionate designers, user researchers, UX writers, product managers, and developers to drive a design process that always works backwards from the customer to deliver great results.
You'll do great in this role if you are:
Able to carefully balance associate needs, business goals, and technical constraints
Passionate about creating elegant, simple to understand designs
Excited to dig into challenging problems and ask a lot of questions to get to the root of the problem
Key job responsibilities
You'll bring user-centered design skills and business knowledge to translate conceptual ideas into design solutions that improve the overall customer service experience.
You'll work with our key partners, research, product owners and engineers to understand the customer need and deliver strategic design experiences. You are able to assess trade-offs and adapt your solutions to meet the needs of multiple stakeholders.
You'll ensure that design solutions consider customer and associate feedback, metrics, and usability findings.
Contribute to the studio’s best practices for UX design while continually advocating for design thinking, process, and craft throughout our organization.
Work with tech partners to understand the data produced by a device and clarify the insights to be shared with customers.
Demonstrate systems-level design thinking, delivering design solutions that scale.
A day in the life
This role is supporting the Digital Devices and Alexa Services (D2AS) team. D2AS works to improve associate and customer experiences, eradicate defects, and innovate on behalf of Worldwide Customer Service technologies. Digital Devices and Alexa Services own the associate experience assisting customers in getting the most out of their Amazon devices, subscriptions, and digital products. Some ways our associates aid Amazon customers include helping them troubleshoot complex ecosystems, providing continued feature education, and working to resolve any other issues that may come up with D2AS owned products.
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, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan
If you are not sure that every qualification on the list above 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!
About the team
This role is part of Amazon's Customer Service UX Studio (CS-UX), which drives UX Design excellence across Worldwide Customer Service. CS-UX studio is a group of UX researchers, writers, producers, and designers who partner closely to build high quality end-to-end experiences for our customers. The studio works on a diverse product set which includes customer-facing, self-service solutions, customer service agent tools, driver support, and internal operational tools.
Basic Qualifications
5+ years of design experience
3+ years of delivering design solutions as a UX designer or interaction designer experience
Have an available online portfolio
Preferred Qualifications
Experience working in a collaborative team and working directly with developers for implementation of designs
Experience acquiring user data (e.g., conducting usability studies, performing user research) and creating personas and journey maps
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.
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 $106,000/year in our lowest geographic market up to $184,000/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. 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. This position will remain posted until filled. Applicants should apply via our internal or external career site.