Senior Product Designer — AI-Driven Customer Service

Amazon.com Inc.; Seattle (WA); On-site; USD 138,000 - 186,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon.com Services LLC is seeking a Senior Product Designer for the Customer Service Design group. You will lead the design voice in the Customer Service Innovation Lab, shaping AI-assisted experiences and teaching a design culture focused on transforming customer service outcomes.

You will observe daily customer interactions, define problem statements, and create validated prototypes with cross-functional partners. Expect fast, hands-on cycles and scope MVPs for production adoption.

Qualifications

• 7+ years of design experience.
• Have an available online portfolio.
• Knowledge of usability principles and techniques.

Responsibilities

• Put customers at the center: observe journeys and turn signals into opportunities to improve the experience.
• Challenge the status quo and push for new ideas that reshape customer service.
• Lead end-to-end design for lab initiatives: discovery, framing, concepting, interaction/visual design, prototyping, and handoff.
• Co-create with contact handlers through embedded observation, rapid workshops, and quick test-and-learn cycles.
• Prototype at speed with high-fidelity, AI-enabled prototypes to test value, usability and feasibility in days.
• Shape product direction with PMs, engineers and science partners; define customer-focused success metrics and MVP scope.
• Design for trust and responsible AI: transparency, human-in-the-loop controls, data privacy, WCAG 2.2 AA.
• Tell the story: write narratives, create concept videos and demos for senior leadership.
• Scale proven concepts into production and contribute to design system patterns.
• Mentor designers, run critiques, and help define the lab's design practices.

Skills

7+ years design experience

Portfolio available

Job description

Amazon.com Services LLC is seeking a Senior Product Designer for the Customer Service Design group. You will lead the design voice in the Customer Service Innovation Lab, shaping AI-assisted experiences and teaching a design culture focused on transforming customer service outcomes.

You will observe daily customer interactions, define problem statements, and create validated prototypes with cross-functional partners. Expect fast, hands-on cycles and scope MVPs for production adoption.