Have you ever called customer service and got stuck waiting on hold? Or maybe you’ve had to hang up and call again because you pressed “2” instead of “3”? Do you want improve these frustrating user experiences that millions of Amazon customers face, and enable them to resolve their issues easily and effectively?
At Amazon we strive to be Earth's most customer centric company. The Amazon Customer Experience Products (CXP) UX team is key to that mission, defining the UX both for customers and the customer service associates who help them. When our customers have problems, we make solutions self-evident, and when they need additional help, we ensure the best possible automated or human support. We learn about our users by spending time in call centers, talking with customers the field, conducting remote research, and learning from users in our dedicated CS UX research lab.
The CXP UX team is looking for an experienced and motivated Sr UX Researcher to lead user research for the Self-Service and Automation (SSA) space. This role will be responsible for designing and conducting user research on next generation experiences for customer service (CS), such as the automated voice bot and chat bot. The 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 a research roadmap based on organizational needs, and designing, running and communicating user research to multiple types of organizational stakeholders and levels of leadership. The candidate should enjoy working closely with designers, other researchers, design technologists, product managers, and technology teams to solve highly ambiguous and complex problems. This role includes the intellectual challenge of simplifying technical problems in elegantly simple ways that can make customer interactions effortless and intuitive.
Key job 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.
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 also be required to work with minimal direction and be capable of working quickly while delivering high-quality outputs. You will work on overlapping projects, which require the ability to multi-task and juggle competing priorities. The right candidate will have a deep understanding of user research methods and best practices and a flexible, creative, and pragmatic approach.
