Senior Product Designer, AI-Driven Customer Service

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

Job summary

Amazon.com Services LLC in Seattle, WA is seeking a Senior Product Designer for the Customer Service Design group. You will own the end-to-end design—from problem statement to validated prototype—working with contact handlers to turn insights into testable concepts, including AI-assisted experiences.

This role emphasizes design leadership, rapid prototyping, and collaboration with PMs, engineers, and data scientists to shape customer service; you will mentor designers and help scale patterns

Qualifications

• Have an available online portfolio.
• Knowledge of usability principles and techniques.

Responsibilities

• Put customers at the center by observing interactions and turning signals into opportunities to improve the experience.
• 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 test-and-learn cycles.
• Prototype at speed with high-fidelity prototypes, including AI-powered experiences, to test value and feasibility.
• Shape product direction with PMs, engineers and data scientists, defining MVP scope and success metrics.

Skills

7+ years design experience

Job description

Amazon.com Services LLC in Seattle, WA is seeking a Senior Product Designer for the Customer Service Design group. You will own the end-to-end design—from problem statement to validated prototype—working with contact handlers to turn insights into testable concepts, including AI-assisted experiences.

This role emphasizes design leadership, rapid prototyping, and collaboration with PMs, engineers, and data scientists to shape customer service; you will mentor designers and help scale patterns