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 who can help improve the voice, tone, and personality of our customer service products. This role involves collaboration with designers, researchers, engineers, machine learning scientists, and product/program managers throughout the product lifecycle.

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 us learn what works best, earn trust, and share data-backed patterns and best practices to multiply this success
• 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