Sr UX Researcher Amazon Customer Service
Sr UX Researcher Amazon Customer Service
Posted on :
24-04-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 137000 - 226500
Vacancy
1 Vacancy
Posted on :
24-04-2025
Job Description
At Amazon we strive to be Earths most customercentric company which starts with Customer Service (CS). We are seeking a Senior UX Researcher to reimagine Amazons suite of Voice of Customer products (VoC) which are critical for analyzing customer feedback identifying trends and driving proactive solutions across Amazon. Our VoC products are used by teams globally across Amazon to identify and eliminate product and service defects making it a crucial platform for improving customer experience worldwide. Your ability to synthesize complex research findings metrics and business requirements into clear design narratives will be crucial for building alignment and driving change. This role is crucial in shaping how Amazon understands and responds to customer needs at scale. Success requires both creative problemsolving and strategic communication to drive meaningful improvements to the customer experience.
As a Senior UX Researcher for the Voice of Customer product space you will plan and execute a research roadmap to inform the vision VoC tools that leverage the latest machine learning and AI capabilities to help analyze customer feedback patterns identify emerging issues and drive proactive solutions. You will produce insights to develop bestinclass experiences (including user interface designs user flows interaction models and lightweight prototypes) in a fastpaced startuplike environment. Working closely with product management engineering and the UX team youll take projects from earlystage concepts to launch. You are a pragmatic researcher who can translate complex data into actionable insights that serve diverse internal users from business analysts to senior leadership.
This role will be responsible for designing and conducting generative and evaluative user research on nextgeneration experiences for customer service contact handling. This 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 and prioritizing a research roadmap based on organizational needs and designing running and communicating user research to the design team product tech and leadership. The candidate should understand that collaborative work and both giving and getting feedback early and often leads to the best work outcomes. They will work closely with the studios team of researchers who partner with other customer service verticals with designers and product managers within their vertical and content designers to solve highly ambiguous and multifaceted problems. This role includes the intellectual challenge of simplifying highly technical problems in elegantly simple ways that can make customer interactions effortless and intuitive.
Key job responsibilities
Partner closely with design and product teams to understand blockers prioritize multiple stakeholders needs and build a research road path
Communicate and refresh plans on a regular basis to ensure relevancy
Identify the best qualitative methods based on research questions timelines and resourcing
Define and execute (and when 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 yet thorough analyses leading to focused insightful and actionable findings
Build upon existing research/frameworks that other team members have conducted
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 be required to work with minimal direction and be capable of working quickly while delivering highquality outputs. You will work on overlapping projects which requires the ability to multitask and juggle competing priorities. The right candidate will have a deep understanding of user research methods and best practices a nimble creative and pragmatic approach while pushing the boundaries of agile research.
About the team
The team you will be working with is very supportive and understands that growing as a studio means growing as individuals. There are ample opportunities to learn new skills and expand your scope. The studio has a culture that encourages speaking openly and candidly when issues arise. The team works well together and makes time for relationship building a good sense of humor is always appreciated.
Bachelors degree in HCI HCDE Human Factors Cognitive Psychology or or related discipline
8 years of endtoend research experience (e.g. study design test creation recruiting moderation analysis reporting)
8 years of handson research experience (e.g. field research ethnography labbased user testing remote testing paper prototype testing iterative prototype testing concept testing and survey design)
An available online portfolio
MS in Human Factors HCDE Cognitive Psychology or similar
Communication presentation interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
An unfailing passion and capacity to advocate on behalf of our users
Experience in a highly agile/scrum environment
Ability to work in a startup environment
User research or other experience from a technical field such as software development systems management or similar
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $137000/year in our lowest geographic market up to $226500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
As a Senior UX Researcher for the Voice of Customer product space you will plan and execute a research roadmap to inform the vision VoC tools that leverage the latest machine learning and AI capabilities to help analyze customer feedback patterns identify emerging issues and drive proactive solutions. You will produce insights to develop bestinclass experiences (including user interface designs user flows interaction models and lightweight prototypes) in a fastpaced startuplike environment. Working closely with product management engineering and the UX team youll take projects from earlystage concepts to launch. You are a pragmatic researcher who can translate complex data into actionable insights that serve diverse internal users from business analysts to senior leadership.
This role will be responsible for designing and conducting generative and evaluative user research on nextgeneration experiences for customer service contact handling. This 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 and prioritizing a research roadmap based on organizational needs and designing running and communicating user research to the design team product tech and leadership. The candidate should understand that collaborative work and both giving and getting feedback early and often leads to the best work outcomes. They will work closely with the studios team of researchers who partner with other customer service verticals with designers and product managers within their vertical and content designers to solve highly ambiguous and multifaceted problems. This role includes the intellectual challenge of simplifying highly technical problems in elegantly simple ways that can make customer interactions effortless and intuitive.
Key job responsibilities
Partner closely with design and product teams to understand blockers prioritize multiple stakeholders needs and build a research road path
Communicate and refresh plans on a regular basis to ensure relevancy
Identify the best qualitative methods based on research questions timelines and resourcing
Define and execute (and when 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 yet thorough analyses leading to focused insightful and actionable findings
Build upon existing research/frameworks that other team members have conducted
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 be required to work with minimal direction and be capable of working quickly while delivering highquality outputs. You will work on overlapping projects which requires the ability to multitask and juggle competing priorities. The right candidate will have a deep understanding of user research methods and best practices a nimble creative and pragmatic approach while pushing the boundaries of agile research.
About the team
The team you will be working with is very supportive and understands that growing as a studio means growing as individuals. There are ample opportunities to learn new skills and expand your scope. The studio has a culture that encourages speaking openly and candidly when issues arise. The team works well together and makes time for relationship building a good sense of humor is always appreciated.
Bachelors degree in HCI HCDE Human Factors Cognitive Psychology or or related discipline
8 years of endtoend research experience (e.g. study design test creation recruiting moderation analysis reporting)
8 years of handson research experience (e.g. field research ethnography labbased user testing remote testing paper prototype testing iterative prototype testing concept testing and survey design)
An available online portfolio
MS in Human Factors HCDE Cognitive Psychology or similar
Communication presentation interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
An unfailing passion and capacity to advocate on behalf of our users
Experience in a highly agile/scrum environment
Ability to work in a startup environment
User research or other experience from a technical field such as software development systems management or similar
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $137000/year in our lowest geographic market up to $226500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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