UX Designer - Customer Service UX

Job description

DESCRIPTION

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.

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.
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.

PREFERRED QUALIFICATIONS

· Experience designing tools for analytics and performance management
· Demonstrated visual design expertise; capacity for creating fun, highly usable designs and layouts, and a propensity towards simplification
· Ability to turn around rigorous wireframes and mockups in an iterative, agile environment
· A master’s degree in Design, Information Science, Computer Science/HCI, or a design-related discipline such cognitive psychology.
· Experience designing technology or service solutions for international markets
· Experience working with remote engineering teams
· Proficiency with web and accessibility standards

Amazon is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age

Desired profile

BASIC QUALIFICATIONS

4+ 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
· A relentless customer focus
· 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