We're seeking a UX Researcher in AWS Support to help us reinvent cloud operations with AI-powered solutions and set a new industry standard for support.
If you are passionate about developing and applying research methods to answer challenging questions, enjoy collaborating closely with a diverse set of highly skilled cross-functional partners, and like seeing your efforts translated into real world impact, we want you on our team.
Key job responsibilities
- Use your knowledge of behavioral science research methods and experimental design to lead research initiatives that align to and inform business strategy and goals.
- Use your communication, presentation, interpersonal, and analytical skills to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
- Help product teams and leadership determine the right research questions to ask.
- Define and execute (and, as necessary, invent) research methods appropriate to the questions at hand, including but not limited to field research, surveys, lab studies, remote testing, and A-B tests.
- Provide focused, insightful, and actionable findings by quickly and thoroughly analyzing a wide range of primary and secondary data types.
- Translate insights into measurable customer experience outcomes aligned to business goals.
- Work with design, product management, engineering, and marketing partners to develop innovative end-to-end solutions that address top outcomes. Iteratively design and test these solutions until outcomes are achieved or hypotheses are proven wrong.
- Advance the development of insight-based knowledge management frameworks used to drive decision-making and prioritization of investments.
A day in the life
- The successful candidate will be nimble, creative, and have a pragmatic approach to product/design user research.
- Define and build strong heuristic user research frameworks for the design team to leverage.
- Provide world-class expertise to the UX Research team and raise the UX research bar with regard to mix of methods based on research questions, timeline and resourcing.
- Work on overlapping projects, so strong organizational skills with the ability to multi-task are critical.
About the team
AWS Support is revolutionizing cloud operations through AI innovation, developing intelligent solutions that anticipate and resolve customer needs. We help customers adopt, optimize, and operate AWS at scale through our technology and expertise. Our team manages essential customer-facing platforms including Personal Health Dashboard, AWS Forums, and Support Center. As a strategic partner in customers' AWS adoption journey, we drive both customer success and direct revenue growth.
