The Customer Service Innovation Lab (CSIL) is a new team inside Amazon Customer Service. Its mission is to challenge the status quo and shape the future of the customer experience industry. We're looking for a Senior UX Designer to be the founding design voice in a Pioneering Pod. You will observe Amazon customer’s experiences daily, and you'll use those insights to rethink how they get help. You'll own the experience from the first problem statement to a validated prototype, co-creating with contact handlers to turn unclear problems into clear, testable concepts. Much of the work involves AI-assisted and agentic experiences. You'll set the design rhythm for the lab and help build a design culture that rethinks customer service, not just improves it.
Key job responsibilities
- Put customers at the center: listen to customer contacts, observe customer journeys every day, and turn those signals into opportunities that change the experience.
- Challenge the status quo: question long-held assumptions about how customer service works, and push for new ideas that could reshape the industry.
- Lead end-to-end design for lab initiatives: discovery, framing, concepting, interaction and visual design, prototyping and handoff.
- Co-create with contact handlers through embedded observation, rapid workshops, and quick test-and-learn cycles on the lab floor.
- Prototype at speed with high-fidelity, interactive prototypes, including AI and GenAI-powered experiences, to test value, usability and feasibility in days.
- Shape product direction with PMs, engineers and science partners. Define customer-focused success metrics, scope MVPs, and make go/no-go recommendations based on evidence.
- Design for trust and responsible AI: transparency, human-in-the-loop controls, data privacy and accessibility (WCAG 2.2 AA) from the start.
- Tell the story: write narratives, make concept videos and demos for senior CS leadership, and connect lab results to customer impact.
- Scale what works: partner with CS-UX product teams to move validated concepts into production, and add patterns to the design system.
- Raise the bar: mentor designers, run critiques, and help define the lab's design practices.
About the team
Our small, cross-functional Pioneering Pods of designers, product managers, engineers and data scientists work right next to our contact handlers. Every day they hear the voice of the customer and watch real customer experiences unfold. Pods turn that close view into bold ideas, prototype solutions in days instead of quarters, and prove what works before it scales across the CS network.
