UX Researcher , UX Reseacher, Amazon Customer Service

Have you ever called customer service and got stuck waiting on hold? Or maybe you’ve had to hang up and call again because you pressed “2” instead of “3”? Do you want improve these frustrating user experiences that millions of Amazon customers face, and enable them to resolve their issues easily and effectively?

At Amazon we strive to be Earth's most customer centric company. The Amazon Customer Experience Products (CXP) UX team is key to that mission, defining the 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 automated or human support. We learn about our users by spending time in call centers, talking with customers the field, conducting remote research, and learning from users in our dedicated CS UX research lab.

The CXP UX team is looking for an experienced and motivated Sr UX Researcher to lead user research for the Self-Service and Automation (SSA) space. This role will be responsible for designing and conducting user research on next generation experiences for customer service (CS), such as the automated voice bot and chat bot. The team is looking for an experienced UX Researcher with a deep understanding of design research methods and how to apply them during the product development cycle.
The candidate should have demonstrated experience owning a research roadmap based on organizational needs, and designing, running and communicating user research to multiple types of organizational stakeholders and levels of leadership. The candidate should enjoy working closely with designers, other researchers, design technologists, product managers, and technology teams to solve highly ambiguous and complex problems. This role includes the intellectual challenge of simplifying technical problems in elegantly simple ways that can make customer interactions effortless and intuitive.




Key job responsibilities
- 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.

A day in the life
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.

Basic Qualifications

- 3+ years of proven success leading User Research projects with demonstrated impact experience
- Bachelor's degree in HCDE, Human Factors, Cognitive Psychology, or a related field
- Experience in leading User Research projects with demonstrated impact
- Experience (end to end) with all aspects of research (study design, recruiting, moderation, analysis, reporting)
- Experience with lab-based user testing, remote testing, iterative prototype testing, survey design, and usage of multiple methods within a study
- Have a portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas)

Preferred Qualifications

- Master's degree in Human Factors, HCDE, or Cognitive Psychology
- Knowledge of quantitative data analysis and statistics
- Experience conducting and applying research in a global context
- Experience working in a highly Agile/Scrum environment

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.

USA, TX, Austin - 130,100.00 - 176,000.00 USD annually
USA, WA, Seattle - 130,100.00 - 176,000.00 USD annually