Sr UX Designer, User Journeys, Amazon Customer Service

Amazon's mission is to be earth's most customer-centric company. One of the ways we are doing this is by transforming how we deliver support to customers - evolving from manual, reactive operations to an intelligent, AI-native service experience. Amazon Customer Service User Experience Studio is seeking a Senior UX Designer to improve the operational tools that anticipates customer needs and continuously enable associates to solve real-world challenges before they even reach customers. Our studio is made up of a team of smart, passionate designers, user researchers, UX writers, UX program managers, product managers, and developers to drive a design process that always works backward from the customer.You'll do great in this role if you are: - Passionate about creating elegant, simple to understand designs- Able to balancing customer experience, business goals, and technical constraints- Excited to dig into challenging problems and ask a lot of questions to get to the root of the problem- Have advanced knowledge of emerging AI/ML applications in user experienceKey job responsibilities- Lead end-to-end design for a brand new customer service tools, from concept to launch- Partner with product, engineering, and research teams to deliver impactful solutions- Lead design reviews and workshops to align stakeholders and drive decisions- Create user interfaces that reveal meaningful patterns to users- Develop and validate solutions through user research and iterative testing- Build compelling narratives that connect customer insights to business opportunities- Experiment with innovative tools and UX best practices to drive and define new ways of workingA day in the lifeYou'll partner closely with product managers, engineers, UX researchers, and operations leaders to deliver cohesive solutions and scalable mechanisms that increase collaboration between partners. You will present and defend design decisions to senior leadership, ensuring prioritized outcomes while influencing product roadmaps and organizational goals through design excellence and customer insights.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 team works well together and makes time for relationship building - a good sense of humor is always appreciated.Basic qualifications- 7+ years of design experience- Have an online portfolio or samples of work on resume, demonstrating experience creating great end-to-end, user-centered design solutions and patterns, across desktop and mobile devices- Experience in delivering design solutions for projects of large scope and complexity- Experience designing and prototyping with tools such as Figma, Adobe Creative Cloud, or similarPreferred qualification - Experience defining and maintaining design patterns and UX standards- Experience applying scrum to visual or UX design processes- Experience with hands-on visual design- Experience working with stakeholders to plan and execute programs that are strategic in natureAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.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 you’re applying in isn’t listed, please contact your Recruiting Partner.The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at .USA, TX, Austin - 137,800.00 - 186,400.00 USD annuallyUSA, WA, Seattle - 137,800.00 - 186,400.00 USD annually