Sr. UX Conversation Designer, Customer Service

Sr. UX Conversation Designer, Amazon Customer Service

Job :  |  Services LLC

Amazon’s Customer Service (CS) UX Word and Voice Design team seeks an enthusiastic, experienced, and collaborative conversation designer to shape the voice, tone, and personality of our ecosystem of customer service products. You’ll work with designers, researchers, engineers, ML scientists, and product/program managers throughout the planning, design, and development lifecycle, solving complex challenges through words and conversational UI language.

• Provide strategy and execution for user‑centered conversational CS products and chatbots.
• Lead the strategic vision for products that include generative AI/large language models.
• Lead voice, tone, and messaging experiments to learn what works best and share data‑backed patterns.
• 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.

You will collaborate with UX research, design, product, and tech partners on long‑term initiatives, short‑term features, and occasional quick‑turn projects to improve chatbot workflows and user interfaces. You’ll support team scaling efforts and participate in workshops representing conversation design strategy.

We are part of the larger Customer Service UX Studio, owning the voice, tone, and conversational experience of numerous Amazon customer‑facing and associate‑facing products. We research and analyze data to understand needs and pain points and create clear, conversational experiences.

• Portfolio or samples of work demonstrating 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, HCI, or Design.
• Experience meeting customer and business requirements and leading review sessions.
• Outstanding communication and organizational skills.

• UX conversation or content design for complex workflows.
• Analysis of user research, data, and customer feedback to develop UX content or conversation.
• Creation of writing guidelines and teaching conversation design principles.
• Direct collaboration with designers, product managers, researchers, engineers, and other subject matter experts.
• Experience working on cross‑functional teams and synthesizing feedback from multiple stakeholders.
• Ability to manage and lead multiple projects simultaneously.
• 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.

Amazon offers a comprehensive benefits package, including health insurance, 401(k) matching, paid time off, parental leave, and more. For additional benefit details, please visit the Amazon benefits page.