Sr UX Designer, Amazon Customer Service

Join us in Revolutionizing Customer Service Design.

Do you want to shape how millions of customers and associates experience Amazon across social apps? As a UX Designer on our Amazon Customer Service (CS) team, you"ll craft intuitive, delightful experiences that transform how customers get help, and how our associates deliver world-class service across existing and emerging social channels like Instagram, TikTok, and X.

The CS organization supports customers in several languages globally. Our CS-Social team within CS monitors and responds to customers to address their needs across all major social apps. We"re looking for a strategic designer who can elevate both customer-facing experiences and the tools our associates use daily to deliver exceptional service.

You"ll design solutions for complex problems while ensuring consistency, simplicity, and delight. This role requires someone who can think strategically about end-to-end experiences while executing tactically on high-impact design work.

Your work will directly impact millions and help solve real customer problems, reduce friction in service delivery, and create experiences that build trust in the Amazon brand. This is an opportunity to shape the future of CS design at one of the world"s most customer-centric companies.

Key job responsibilities

• Create seamless, intuitive customer experiences across social media apps
• Design tools and workflows that empower our CS associates to respond efficiently and empathetically at scale
• Develop design systems, patterns, and standards that scale across multiple social apps
• Balance customer needs with associate productivity.
• Analyze qualitative and quantitative data to inform customer experience and business decisions
• Set the standard for design quality across the CS Social experience

A day in the life

You"ll partner closely with product managers, engineers, UX researchers, and operations leaders to deliver cohesive solutions and scalable mechanisms that increase collaboration between partners.

You will present and defend design decisions to senior leadership, ensuring prioritized outcomes while influencing product roadmaps and organizational goals through design excellence and customer insights.

About the team

You want to be part of something great? CS-Social is a highly collaborative and high-energy team that isn't afraid to swing for the fences or exceed expectations even on tactical projects. We are a team who geeks out over customer experience, tech and commerce and believe that no experience is perfect unless it delights customers in unexpected ways. We are makers who believes the only way to sell strategic vision is to craft exquisite design artifacts.