Sr. UX Conversation Designer, Customer Service; Fulfillment & Operations

Sr. UX Conversation Designer, Amazon Customer Service

Job :  |  Services LLC

Amazon’s Customer Service (CS) UX (CS-UX) Word and Voice Design team is looking for an enthusiastic, experienced, and collaborative conversation designer to help drive and improve the voice, tone, and personality of our ecosystem of customer service products. You’ll collaborate across our UX design studio and beyond, working with designers, researchers, engineers, machine learning scientists, and product/program managers throughout the planning, design, and development lifecycle of our products and features.

This role not only focuses on conversation design for web, app, and chatbot experiences, but also provides an opportunity to work on UX writing and content design for innovative new customer features. You'll conduct A/B testing and research on the optimal voice, tone, and messaging to best support Amazon customers. You’ll also be involved in building AI and Large Language Models (LLMs), creating writing guidelines, and sharing expertise with product and tech partners.

• Provide strategy and execution for user-centered conversational CS products and chatbots
• Lead the strategic vision for products that include generative AI/LLMs
• Lead voice, tone, and messaging experiments to learn what works best, earning trust and sharing data-backed patterns and best practices
• 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
• Influence product strategy, driving mindful discussions with product managers, designers, engineers, and stakeholders

Every day will be different, but you’ll work with UX research, design, product, and tech partners on long‑term initiatives, short‑term features, and occasional quick turnaround projects to improve chatbot workflows and user interfaces, all informed by quantitative or qualitative data.

You’ll support the team’s scaling efforts and participate in working sessions and workshops representing conversation design strategy. You’ll also share expertise and ideas during collaborative UX studio sessions and support initiatives to elevate the Amazon customer experience.

The Word & Voice Design team is a group of content designers and conversation designers in the larger Customer Service UX Studio. We own the voice, tone, and conversational experience of numerous Amazon customer‑facing and associate‑facing products. We understand needs and pain points through data, research, and collaboration.

• Online portfolio or samples of work demonstrating end‑to‑end, user-centered design solutions across desktop and mobile
• 5+ years of conversation design, content design, UX writing, or voice design experience
• Bachelor’s degree or equivalent experience in English, Journalism, Marketing/Communications, Human-Computer Interaction (HCI), or Design
• Experience meeting customer and business requirements and leading review sessions
• Outstanding communication and organizational skills

• UX conversation design or content design writing for complex workflows
• Analyzing user research, data, and customer feedback to develop UX content or conversation
• Creating writing guidelines and teaching conversation design principles
• Working directly with designers, product managers, researchers, engineers, and subject matter experts
• Working on a cross‑functional team and synthesizing feedback and input from multiple stakeholders
• Ability to manage and lead multiple projects at once
• Working knowledge of the UX design process

The base salary range for this position is $ – $ USD annually. Your package will include sign‑on payments and restricted stock units (RSUs). Final compensation is determined based on experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers employees to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit (Use the "Apply for this Job" box below). for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.