Sr. UX Conversation Designer, Amazon Customer Service

Amazon; Austin (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

Amazon’s Customer Service UX Word and Voice Design team seeks an experienced conversation designer to refine voice, tone, and personality across the customer service product ecosystem. You will collaborate with designers, researchers, engineers, ML scientists, and product managers to shape language throughout planning, design, and development.

You will also contribute to UX writing and content design for innovative features, conduct experiments to optimize messaging, and help build guidelines

Qualifications

• Experience designing voice and language for customer-facing products.
• Ability to drive voice, tone, and personality across platforms.
• Experience with UX writing and content design.

Responsibilities

• Design conversations for web, app, and chat experiences across Amazon CS products.
• Collaborate with designers, researchers, engineers, ML scientists, and PMs throughout the product lifecycle.
• Conduct A/B testing and user research to optimize voice and messaging for customers.
• Contribute to AI/LLMs initiatives and create writing guidelines to raise the bar.

Skills

Conversation design

UX writing

A/B testing

LLMs

Cross-functional

Job description

Description

Amazon’s Customer Service (CS) UX (CS-UX) Word and Voice Design team is looking for an enthusiastic, experienced, and collaborative conversation designer to help drive and improve the voice, tone, and personality of our ecosystem of customer service products. You’ll collaborate across our UX design studio and beyond, working with designers, researchers, engineers, machine learning scientists, and product/program managers throughout the planning, design, and development lifecycle of our products and features. If you like solving complex challenges through words, advocating for customers, and live, sleep, and breathe conversational UI language, this role is for you.

Amazon’s Customer Service (CS) UX (CS-UX) Word and Voice Design team is looking for an enthusiastic, experienced, and collaborative conversation designer to help drive and improve the voice, tone, and personality of our ecosystem of customer service products. You’ll collaborate across our UX design studio and beyond, working with designers, researchers, engineers, machine learning scientists, and product/program managers throughout the planning, design, and development lifecycle of our products and features. If you like solving complex challenges through words, advocating for customers, and live, sleep, and breathe conversational UI language, this role is for you.

This role not only focuses on conversation design for web, app, and chatbot experiences, but it also provides an opportunity to work on UX writing and content design for innovative new customer features. We’re counting on you to help us deliver excellence across the global Customer Service organization. You’ll get to conduct A/B testing and research on the optimal voice, tone, and messaging to best support Amazon customers. You’ll also be involved in building AI and Large Language Models (LLMs), creating writing guidelines to raise the bar, and share our expertise with our product and tech partners. In addition, you’ll be part of solving complex challenges, becoming an expert in your domain, and helping us scale our impact to create better Customer Service experiences for Amazon customers everywhere. Best of all, you’ll expand your own skills and learn something new every day.

If you enjoy simplifying complexity and always find yourself asking—“Could this be clearer? Could this be more conversational?