Sr. UX Conversation Designer, Amazon Customer Service

Amazon; Austin (TX); On-site; USD 137,800 - 186,400; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon’s Customer Service UX Word & Voice Design team seeks an experienced conversation designer to shape voice, tone, and personality across our customer service products. You’ll collaborate with design, research, engineering, ML science, and product teams through planning, design, and development lifecycles.

You’ll conduct A/B testing and research on optimal voice and messaging, build guidelines for writing, and contribute to AI and LLM initiatives.

Qualifications

• End-to-end, user-centered design solutions across desktop and mobile.
• 5+ years in conversation design or UX writing.
• Bachelor's degree in English, Journalism, Marketing/Communications, HCI or Design.

Responsibilities

• Strategy and execution for user-centered conversational CS products.
• Lead vision for products with generative AI/LLMs.
• Lead voice and messaging experiments; share data-backed patterns.
• Make data-informed decisions from user feedback and usability findings.
• Plan and publish self-service design guidelines.
• Influence product strategy with cross-functional teams.

Skills

Portfolio samples

Conversation design

UX writing

Communication skills

Education

Bachelor's degree

Equivalent experience

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.

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?”— let’s talk.

Key job responsibilities

• Provide strategy and execution for user-centered conversational CS products and chatbots
• Lead the strategic vision for several products that include generative AI/Large Language Models
• Lead voice, tone, and messaging experiments to help us learn what works best, earn trust, and share data-backed patterns and best practices to multiply this success
• Make data-informed decisions based on user feedback, metrics, accessibility practices, and usability findings
• Plan, write, and publish self‑service conversation design and content design guidelines
• Be a key influencer in product strategy, driving mindful discussions with product managers, designers, engineers and stakeholders

A day in the life

Every day will be different, but you’ll work with UX research, design, product, and tech partners on long‑term initiatives, short‑term features, and the occasional quick turnaround project to improve chatbot workflows and user interfaces, all informed by quantitative or qualitative data.

You’ll support our team’s scaling efforts, and support larger projects by participating in working sessions and workshops representing conversation design strategy when needed.

Additionally, you’ll share your expertise and ideas with teammates during collaborative UX studio working sessions, and support UX studio initiatives to elevate the Amazon customer experience.

About the team

The Word & Voice Design team is a group of content designers and conversation designers, and we’re part of the bigger Customer Service UX Studio which leads the Amazon customer and associate experience. We own the voice, tone, and conversational experience of numerous Amazon customer‑facing and associate‑facing products, from the conversational AI bots that assist customers with their orders, to the app and web interfaces our Amazon associates use to solve customer issues. We seek to understand their needs and pain points through data, and research.

Basic Qualifications

• 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
• 5+ years of conversation design, content design, UX writing, or voice design experience
• Bachelor’s degree or equivalent experience in English, Journalism, Marketing/Communications, Human‑Computer Interaction (HCI), or Design
• Experience meeting customer and business requirements and leading review sessions
• Outstanding communication and organizational skills

Preferred Qualifications

• UX Conversation design or content design writing for complex workflows
• Analyzing user research, data, and customer feedback to develop UX content or conversation
• Creating writing guidelines and teaching conversation design principles
• Working directly with designers, product managers, researchers, engineers, and other subject matter experts
• Working on a cross‑functional team and synthesizing feedback and input from multiple stakeholders
• Ability to manage and lead multiple projects at once
• Working knowledge of the UX design process

Amazon 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 https://amazon.jobs/content/en/how-we-hire/accommodations 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 https://amazon.jobs/en/benefits.

USA, WA, Seattle - 137,800.00 - 186,400.00 USD annually