Senior UX Service UX

DESCRIPTION

At Amazon we strive to be Earth’s most customer centric company. The Amazon Customer Engagement Technologies (CET) UX team is key to that mission, defining UX both for customers and the customer service associates who help them. When our customers have problems, we make solutions self-evident, and when they need additional help, we ensure the best possible automation and human support.

In this role you will be responsible for designing next generation experiences for customer service contact handling. You will be designing experiences that enable customer service agents to efficiently resolve our customer’s issues. You are a Sr. UX Designer with strong user interface design skills, and a desire to go deep in understanding customer needs then applying these insights to everything you do. You are able to focus on big picture initiatives while also identifying and addressing crucial details. You are a systems-oriented thinker, who is happiest when solving ambiguous and multi-faceted problems. You love the challenge of simplifying highly technical problems in elegant ways that make user experiences effortless and intuitive

As a Sr. UX Designer, you will design interfaces that leverage the latest machine learning and artificial intelligence capabilities aimed to help customers solve their problems. You will be responsible for developing best-in-class experiences (user interface designs, user flows, interaction models, lightweight prototypes, etc.) in a fast-paced, startup-like environment. You will work closely with product management, engineering, and the UX team to successfully go from early-stage product concepts to launch. You are a pragmatic designer who can translate business needs into an effortless and intuitive customer-focused solution. You must be responsive, flexible, and able to succeed within an open and collaborative peer environment. The ideal candidate for this position will be at ease visualizing an experience in the abstract and then being able to drive that vision into solid design deliverables anchored with user data.

Responsibilities:
· Analyze user interface problems and create design solutions that meet measurable business goals and requirements
· Create user-centered designs by considering market analysis, telemetry data, A/B data, customer feedback, technical constraints/opportunities, and usability findings
· Lead creative work for small UX team
· Work closely with the business team to develop use cases and high-level requirements
· Design the UI architecture, interface, and interaction flows for browser-based and device specific screen sizes
· Quickly yet thoroughly create process flows, wireframes, and visual design mockups as needed to effectively conceptualize and communicate detailed interaction behaviors
· Develop and maintain detailed user-interface specifications
· Present design work to the user experience team, product team, and executives for review and feedback