Sr. UX Researcher Mixed Methods, Amazon Customer Service

Amazon.com Services LLC; Seattle (WA); On-site; USD 140,000 - 170,000; Full time

Job summary

Amazon is seeking a Senior UX Researcher to re-imagine its Voice of Customer (VoC) products, enabling analysis of customer feedback, identification of trends, and proactive solutions across Amazon’s global teams.

You will plan and execute a research roadmap for VoC tools leveraging ML/AI capabilities, producing insights to shape best-in-class experiences including interfaces, flows, interaction models, and lightweight prototypes.

Qualifications

• 5+ years leading User Research projects with demonstrated impact.
• Hands-on field research, ethnography, lab-based user testing, remote testing, and rapid prototyping.
• Ability to translate complex data into actionable design insights for cross-functional teams.

Responsibilities

• Partner with design and product teams to understand blockers, prioritize multiple stakeholders' needs, and build a research road map.
• Communicate and refresh plans on a regular basis to ensure relevancy.
• Identify the best qualitative methods based on research questions, timelines, and resourcing.
• Define and execute research methods including interviews, observations, surveys, usability testing, and heuristic evaluations.
• Synthesize primary and secondary data types to deliver focused, insightful, and actionable findings.
• Build upon existing research/frameworks that others have conducted.

Skills

User Research

Qualitative Methods

Stakeholder Communication

Job description

At Amazon we strive to be Earth's most customer-centric company - which starts with Customer Service (CS). We are seeking a Senior UX Researcher to re-imagine Amazon's suite of Voice of Customer products (VoC), which are critical for analyzing customer feedback, identifying trends, and driving proactive solutions across Amazon. Our VoC products are used by teams globally across Amazon to identify and eliminate product and service defects, making it a crucial platform for improving customer experience worldwide. Your ability to synthesize complex research findings, metrics, and business requirements into clear design narratives will be crucial for building alignment and driving change. This role is crucial in shaping how Amazon understands and responds to customer needs at scale. Success requires both creative problem-solving and strategic communication to drive meaningful improvements to the customer experience.

As a Senior UX Researcher for the Voice of Customer product space, you will plan and execute a research roadmap to inform the vision VoC tools that leverage the latest machine learning and AI capabilities to help analyze customer feedback patterns, identify emerging issues, and drive proactive solutions. You will produce insights to develop best-in-class experiences (including user interface designs, user flows, interaction models, and lightweight prototypes) in a fast-paced, startup-like environment. Working closely with product management, engineering, and the UX team, you'll take projects from early-stage concepts to launch. You are a pragmatic researcher who can translate complex data into actionable insights that serve diverse internal users, from business analysts to senior leadership.

This role will be responsible for designing and conducting generative and evaluative user research on next-generation experiences for customer service contact handling. This team is looking for an experienced UX Researcher with a deep understanding of design research methods and how to apply them during the product development cycle. The candidate should have demonstrated experience owning and prioritizing a research roadmap based on organizational needs, and designing, running, and communicating user research to the design team, product, tech, and leadership. The candidate should understand that collaborative work, and both giving and getting feedback early and often, leads to the best work outcomes. They will work closely with the studio's team of researchers who partner with other customer service verticals, with designers and product managers within their vertical, and content designers to solve highly ambiguous and multi-faceted problems. This role includes the intellectual challenge of simplifying highly technical problems in elegantly simple ways that can make customer interactions effortless and intuitive.

Key job responsibilities

• Partner closely with design and product teams to understand blockers, prioritize multiple stakeholders' needs, and build a research road path
• Communicate and refresh plans on a regular basis to ensure relevancy
• Identify the best qualitative methods based on research questions, timelines, and resourcing
• Define and execute (and, when necessary, invent) research methods appropriate to the questions at hand, including, but not limited to, interviews, observations, surveys, usability testing, and heuristic evaluations
• Synthesize primary and secondary data types and perform quick yet thorough analyses, leading to focused, insightful, and actionable findings
• Build upon existing research/frameworks that other team members have conducted

A day in the life

In this role, you will be responsible for driving and implementing research strategies. You will interact daily with team members to understand and guide research needs, both defined and undefined. You will be required to work with minimal direction and be capable of working quickly while delivering high-quality outputs. You will work on overlapping projects, which requires the ability to multi-task and juggle competing priorities. The right candidate will have a deep understanding of user research methods and best practices, a nimble, creative, and pragmatic approach, while pushing the boundaries of agile research.

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 studio has a culture that encourages speaking openly and candidly when issues arise. The team works well together and makes time for relationship building - a good sense of humor is always appreciated.

Basic Qualifications:

• 5+ years of proven success leading User Research projects with demonstrated impact experience
• 5+ years of hands-on work with: field research, ethnography, lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and s