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 user research for the Self-Service and Automation (SSA) space, including automated voice bots and chat bots.

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

Requirements

• 3+ years of proven success leading User Research projects with demonstrated impact
• Experience in leading User Research projects with demonstrated impact
• (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
• A portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas)

Qualifications

• Bachelor's degree in HCDE, Human Factors, Cognitive Psychology, or a related field
• 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

Benefits

Amazon offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave. For more information, visit here.