Sr. UX Conversation Designer, Amazon Customer Service

About the role

The Amazon’s Customer Service (CS) UX (CS-UX) Word and Voice Design team is seeking a conversation designer to enhance the voice, tone, and personality of customer service products. This role involves collaboration across the UX design studio and beyond, working with designers, researchers, engineers, machine learning scientists, and product/program managers.

Responsibilities

• Provide strategy and execution for user-centered conversational CS products and chatbots
• Lead the strategic vision for several products that include generative AI/Large Language Models
• Lead voice, tone, and messaging experiments to help learn what works best, earn trust, and share data-backed patterns and best practices
• Make data-informed decisions based on user feedback, metrics, accessibility practices, and usability findings
• Plan, write, and publish self-service conversation design and content design guidelines
• Be a key influencer in product strategy, driving mindful discussions with product managers, designers, engineers, and stakeholders

Qualifications

• 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
• 5+ years of conversation design, content design, UX writing, or voice design experience
• Bachelor's degree or equivalent experience in English, Journalism, Marketing/Communications, Human-Computer Interaction (HCI), or Design
• Experience meeting customer and business requirements and leading review sessions
• Outstanding communication and organizational skills

Preferred Qualifications

• UX Conversation design or content design writing for complex workflows
• Analyzing user research, data, and customer feedback to develop UX content or conversation
• Creating writing guidelines and teaching conversation design principles
• Working directly with designers, product managers, researchers, engineers, and other subject matter experts
• Working on a cross-functional team and synthesizing feedback and input from multiple stakeholders
• Able to manage and lead multiple projects at once