Sr. UX Researcher , Customer Service

Job Summary

Job :  |
Company:  Services LLC

Senior UX Researcher in the Amazon Customer Service (CS) team, focused on re‑imagining automation experiences that leverage AI to help customers resolve issues and proactively solve problems. The role requires synthesizing complex research findings, metrics, and business requirements into clear design narratives that drive alignment and meaningful customer experience improvements.

• Plan and execute a research roadmap that informs the vision of AI‑enabled automation products.
• Design, conduct, and analyze generative and evaluative user research on next‑generation customer service contact‑handling experiences.
• Partner closely with design, product, and engineering teams to understand blockers, prioritize stakeholders’ needs, and build a research road path.
• Identify the best qualitative methods based on research questions, timelines, and resources.
• Define and execute (and, when necessary, invent) research methods such as interviews, observations, surveys, usability testing, and heuristic evaluations.
• Synthesize primary and secondary data, perform quick yet thorough analyses, and deliver focused, insightful, and actionable findings.
• Build upon existing research frameworks and share insights with the broader research studio and stakeholder teams.

In this role, you will drive and implement research strategies, interact daily with team members to guide research needs, work independently with minimal direction, and juggle overlapping projects while maintaining high‑quality, timely outputs. Your deep understanding of user research methods and agile practices will be critical to success.

The team values collaboration, continuous learning, and open communication. Opportunities to grow as part of a studio that supports individual development and values relationship building are integral to the experience.

• 5+ years of proven success leading User Research projects with demonstrable impact.
• Hands‑on experience with field research, ethnography, lab‑based testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design.
• Bachelor’s degree in HCDE, Human Factors, Cognitive Psychology, or a related field.
• Experience with behavioral data collection, quantitative data analysis, and statistics.
• Portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas).

• Master’s degree in Human Factors, HCDE, Cognitive Psychology, or equivalent.
• Experience in a technical field such as software development, network development, or IT.
• Experience with UX Research in non‑US markets.
• Experience working in a highly Agile/Scrum environment.

Base salary range: USD 152,200 – 205,900 annually (locations: Austin, TX; Seattle, WA). Compensation includes sign‑on payments, restricted stock units (RSUs), health insurance, 401(k) matching, paid time off, parental leave, and additional benefits such as mental health support and flexible spending accounts.

Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.