Sr. UX Conversation Designer, Amazon Customer Service

Job 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

Within this role, you'll 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 helps 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.

Also, we like crafts, cute pets, travel, and GIFs. Lots of GIFs.