UX Researcher , UX Reseacher, Amazon Customer Service

About the role

The Amazon Customer Experience Products (CXP) UX team is key to Amazon's mission of being Earth's most customer-centric company. This role will focus on improving customer service experiences through the design and implementation of self-service and automation technologies.

Responsibilities

• Partner closely with design and product teams to understand and address customer pain points and prioritize stakeholder needs.
• Design and conduct user research to inform the development of new customer service technologies, including automated voice bots and chatbots.
• Identify and implement best practices in user research, including interviews, observations, surveys, and usability testing.
• Communicate research findings to various stakeholders, including designers, product managers, and technology teams, to drive informed decision-making.
• Develop and refine research methodologies to ensure relevance and durability of insights across different projects and teams.
• Work collaboratively with cross-functional teams to simplify complex problems and create intuitive customer experiences.

Requirements

• 3+ years of experience leading user research projects with demonstrable impact.
• Bachelor's degree in Human Factors, HCDE, Cognitive Psychology, or a related field.
• Experience with all aspects of research, including study design, recruiting, moderation, analysis, and reporting.
• Experience with lab-based user testing, remote testing, iterative prototype testing, and survey design.
• A portfolio showcasing past work experience and deliverables, such as study plans, reports, and personas.

Qualifications

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

Skills

• Deep understanding of user research methods and best practices.
• Flexible, creative, and pragmatic approach to problem-solving.
• Ability to work independently and manage multiple projects simultaneously.

Benefits

Amazon offers a comprehensive benefits package including medical, dental, vision, prescription, life insurance, AD&D, EAP, mental health support, and more. Additionally, there are opportunities for sign-on bonuses, RSUs, and competitive salaries.