Product Designer , Customer Service Design

The Customer Service Innovation Lab (CSIL) is a new team inside Amazon Customer Service (CS). Its mission is to challenge the status quo and shape the future of the customer experience industry. We"re looking for a Designer to join a Pioneering Pod and help turn real customer and contact handler insights into tested solutions, fast. You will observe Amazon Customer experiences daily, and that will shape everything you design. You"ll work with a Senior Designer and cross-functional partners, own design for features and workstreams, and build prototypes that help the team decide what to do next. This role suits a curious designer who likes working hands-on with users, enjoys fast iteration, and wants to help invent what customer service looks like next.

Key job responsibilities

• Learn from customers every day: listen to contacts, observe customer journeys, and turn what you see into design opportunities.
• Bring fresh thinking: question "the way it"s always been done" and suggest new approaches to the customer experience.
• Own design for defined workstreams within lab initiatives, from discovery through interaction design, prototyping and handoff.
• Work directly with contact handlers through observation, co-design sessions and quick usability tests.
• Build interactive prototypes quickly, including AI-powered experiences, to test ideas in days.
• Partner with PMs and engineers to scope MVPs, weigh trade-offs, and deliver designs that are ready to build.
• Design inclusively: apply accessibility standards (WCAG 2.2 AA) and responsible-AI patterns.
• Share your work: present concepts and test results in pod reviews and lab demos.
• Use and add to the design system: reuse CS-UX patterns, and suggest new ones when lab work proves them out.

A day in the life

Your morning might start with a design review where you present interaction concepts to your product and engineering partners, gathering feedback that sharpens direction. By midday you could be deep in prototyping a new flow, testing how an AI-powered feature feels in a customer"s hands. You will regularly move between high-fidelity mockups, stakeholder conversations, and data analysis - balancing craft with collaboration to keep work moving toward launch.

About the team

This team is comprised of small, cross-functional Pioneering Pods who work right next to our contact handlers, hearing the voice of the customer and watching real customer experiences every day. They prototype solutions in days instead of quarters and prove what works before it scales across the CS network.