Sr. UX Researcher , Amazon Customer Service

Senior UX Researcher – Amazon Customer Service

At Amazon we strive to be Earth's most customer‑centric company, starting with Amazon Customer Service (CS). We are seeking a Senior UX Researcher to re‑imagine Amazon's Customer Service automation experiences. Your ability to synthesize complex research findings, metrics, and business requirements into clear design narratives will be crucial for building alignment and driving change. This role shapes how Amazon understands and responds to customer needs at scale, requiring creative problem‑solving and strategic communication to improve the customer experience.

• Plan and execute a research roadmap to inform the vision of automation products that leverage AI to help customers resolve issues and drive proactive solutions.
• Produce insights to develop best‑in‑class experiences (UI designs, user flows, interaction models, lightweight prototypes) in a fast‑paced, startup‑like environment.
• Partner closely with design, product, engineering, and UX teams; take projects from early‑stage concepts to launch.
• Design and conduct generative and evaluative user research on next‑generation experiences for customer service contact handling.
• Own and prioritize a research roadmap based on organizational needs; run and communicate research to design, product, tech, and leadership.
• Collaboratively work with other researchers, designers, product managers, and content designers to solve highly ambiguous, multi‑faced problems.
• Simplify highly technical problems elegantly to make customer interactions effortless and intuitive.

• 5+ years of proven success leading User Research projects with demonstrable impact.
• Hands‑on experience with field research, ethnography, lab‑based user 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.
• A portfolio demonstrating past work experience and deliverables (study plans, reports, personas).

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

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

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, 401(k) matching, paid time off, and parental leave.

USA, TX, Austin –  –  USD annually

USA, WA, Seattle –  –  USD annually