UX Designer - Amazon Heartbeat

Job description

DESCRIPTION

The Customer Service UX team is looking for a brilliant and talented UX Designer to work on Amazon Heartbeat, our voice of the customer analytics tool that allows Amazon to understand customer pain points and sentiments. As a customer obsessed company, we strive to listen attentively to what our customers are telling us. Our team is responsible for building the software that enables Amazon to extract meaning from the mass of feedback that it receives every day and turn it into timely actionable intelligence for thousands of internal users. We leverage Machine Learning, Natural Language Processing and the cloud to power data visualization and exploration tools that make it easy for Amazonians to analyze their customer's feedback and inform their day to day data-driven business decisions.

You are an experienced UX Designer with strong user interface design skills, and a desire to go deep in understanding users. You are a systems-oriented thinker, who is happiest when solving highly ambiguous and multi-faceted problems. You love the intellectual challenge of simplifying highly technical problems in elegantly simple ways.
We are the Customer Service (CS) UX team. We own the experiences at Amazon that enable our global fleet of Customer Service Associates to respond to contacts from customers, delivery drivers, and sellers, and resolve their issues. We iterate relentlessly, spending time in call and dispatch centers, and testing early and often with our users. Through our Associates, our work greatly impact our customers' lives and is critical to Amazon's business success.
As a UX designer, you will define and design interfaces for Customer Service. You will be responsible for developing best-in-class experiences (user interface designs, interaction models, prototypes, etc.) in a fast-paced, startup-like environment. You will work closely with product management, engineering and company leaders to successfully go from early stage product concepts to launch. You are a pragmatic visionary that can translate business needs into a fantastic customer-focused solution. You must be responsive, flexible, and able to succeed within an open and collaborative peer environment. The ideal candidate for this position will be at ease visualizing an experience in the abstract and then being able to drive that vision into solid design deliverables.

Desired profile

BASIC QUALIFICATIONS

· 6+ years experience as a user experience designer, interaction designer, information architect, or similar role.
· A portfolio or work samples demonstrating experience creating great user-centered design solutions
· Excellent communication, presentation, interpersonal and analytical skills including the ability to communicate complex, interactive design concepts clearly and persuasively across different audiences and varying levels of the organization
· Relentless desire for innovation, balanced with business needs, and customer expectations
· Experience working in a collaborative team and working directly with developers for implementation of designs
· Fluency in best practices for CRM information architecture and design, as well as strong knowledge of usability principles and techniques
· Bachelor's degree in design, human-computer interaction (HCI), or equivalent professional experience
· Proficiency in a variety of design tools such as Axure, Sketch, Illustrator, Flinto, Hype, and Keynote
· A relentless customer focus