UX Designer, Customer Experience and Business Trends

Remote New York, NY

Job summary


The Customer Experience and Business Trends (CXBT) team is looking for a UX Designer to help drive the next wave of innovation, shape the future of building customer insights products, and drive massive change for our customers.


The CXBT team is a global organization that inspects, measures, and drives improvements to Amazon’s customer experiences and presents recommendations to senior leaders in order to drive change and solve complex customer experience issues. Our business customers stretch the entire breadth of Amazon—including Retail, Seller, Digital (Kindle, Alexa, Video, Music, Fire TV), AWS and includes both core product owners and VP/SVP senior leaders.


As a UX Designer, you will be working with cross-functional teams (e.g., product managers, engineers, and customer insights managers) to iterate and improve our existing web-based products based on customer feedback, build low and high-fidelity mockups that creatively solve difficult problems applying UX patterns and best practices.


Your solutions are customer-focused, simple, and intuitive, and demonstrate feasibility in production systems. Your scope of work is on medium-to-large projects (e.g., product features) where the product strategy is often defined, but the UX approach is not. You engage proactively with stakeholders to define requirements and deadlines. Our ideal candidate loves designing products, is self-directed, knows how to get things done, and is not afraid to take on big and bold challenges.


You are customer-obsessed, detail-oriented, comfortable working with highly technical teams and are skilled in using data and creating insights to make decisions. You are a leader in the never-ending process of improving team standards, writing documentation and able to handle multiple projects in a fast-paced environment with a high-level of autonomy. You can translate business requirements into bar raising customer experiences.


Key job responsibilities

Some of the key responsibilities include:


-Define, ideate, build, and launch tools and products that allow the customer experience strategy teams to gain new CX and product insights across marquee businesses like Alexa, Video, Music, Retail, Seller, etc.


-Participate in the strategic planning process for developing new features and products and help develop artifacts for our product go-to-market strategy.


-Own an end-to-end deliverables from a design perspective.


-Develop wireframes, detailed mockups, and create UX solutions for problems of large scope and complexity.


-Be a champion for user-centered design by partnering with researchers to test your solutions in front of users; and conduct scrappy and quick user testing with limited guidance.


-Lead internal sessions, customer reviews, and usability events to gather feedback and data on design effectiveness


-Play a key role in influencing software products and features with a focus on proposing UX solutions that others haven’t thought of, and refining solutions to ensure that they are meeting customer’s needs.


-Consistently output high quality work (e.g., functional, extensible), delivered at the right level of fidelity, and incorporates engineering and UX best practices.


-Make improvements to a team’s operational, development and design processes.


About the team


Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings--for almost every business at Amazon and for every customer (e.g., consumers, developers, sellers, brands, employees, investors, streamers, and gamers). 


Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills and backgrounds--including: Product Managers, Software Developers, Computer Vision experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.


BASIC QUALIFICATIONS


  • 5+ years of design experience
  • An available online portfolio


PREFERRED QUALIFICATIONS


-Proficiency in a variety of design tools (e.g., Sketch, Illustrator, Photoshop)


-Experience working on scaling UX and front-end in the context of a large organization with competing priorities


-Experience collaborating with UX, Product, and technical partners and delivering customer UX improvements / familiarity with UX design best practices.


-Experience in communicating with customers and technical teams to collect requirements, describe software product features and technical designs.


-A BS/MS or equivalent degree in Computer Science, Human Centered Interaction (HCI), Cognitive sciences or another relevant field, or equivalent professional experience.


Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.


Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.