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Amazon are hiring a

Sr. UX Conversation Designer, Amazon Customer Service

Amazons Customer Service (CS) UX (CS-UX)

Amazons 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. Youll 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. Were counting on you to help us deliver excellence across the global Customer Service organization. Youll get to conduct A/B testing and research on the optimal voice, tone, and messaging to best support Amazon customers. Youll 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, youll 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, youll 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?"— lets talk.

Key job responsibilities

Within this role, youll get to:

  • 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
  • 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 youll 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. Youll support our teams scaling efforts, and support larger projects by participating in working sessions and workshops representing conversation design strategy when needed. Additionally, youll 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 were 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. Also, we like crafts, cute pets, travel, and GIFs. Lots of GIFs.

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
  • Bachelors 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 for more information.

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, 401(k) matching, paid time off, and parental leave. Learn more about our benefits.

Salary

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