Sr. UX Conversation Designer, Amazon Customer Service

Amazon

Seattle, WA

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JOB DETAILS

SKILLS

A/B Testing, Artificial Intelligence (AI), Artificial Intelligence (AI) Programming Languages, Best Practices, Content Development, Conversation Engine, Cross-Functional, Customer Experience, Customer Relations, Customer Support/Service, Customer/Client Research, Design Services, Desktop PC, Ecosystems, English Language, Human-Computer Interaction, Internet Application, Journalism, Leadership, Machine Learning, Marketing Communications, Metrics, Microsoft Word, Mobile Devices, Modeling Languages, Multitasking, Needs Assessment, Organizational Skills, Process Improvement, Product Design, Product Development, Product Lifecycle, Product Programs, Product Strategy, Project/Program Management, Resolve Customer Issues, Team Building, Team Player, Technical/Engineering Design, Training/Teaching, Usability Engineering, User Experience Design (UXD), User Interface/Experience (UI/UX), Web Design, Web Interface, Website Conversion

LOCATION

Seattle, WA

POSTED

23 days ago

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. 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 - Bachelor's 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. 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 (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 137,800.00 - 186,400.00 USD annually

About the Company

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

FOUNDED

1994

WEBSITE

http://Amazon.com/militaryroles

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