Senior UX Researcher

Posted on:
September 22, 2020

At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. Amazon’s evolution from website to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA. We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. We do this every day by solving complex, technical and business problems with ingenuity and simplicity.

Amazon's Customer Service (CS) department is looking for a talented and passionate Sr UX researcher to join the CS team. This researcher will have a significant impact on our business as they lead research efforts for Amazon Customer Service products and services. The individual will perform competitive analyses and research, measure Amazon’s end-to-end CS experience, propose and deliver significant areas for improvement to Amazon’s CS program teams and product stakeholders.


Responsibilities :
· Work closely with product, design, and business partners to identify and prioritize research opportunities based on need and impact
· Translate product and design goals into research questions and plans
· Determine and apply proper research methods to the type of questions being answered
· Write research proposals including requested budgets as needed
· Evangelize UX research and advocate for the user and be able to clearly explain research findings and make thoughtful recommendations to the organization that align with both user and business goals
· Own long-term vision and strategy for the UX research team
· Manage UX research team and vendors, mentor peer researchers
· Plan, gather and analyze insights about our users through new studies and review of existing data
Skills & Qualifications:
· A degree in Anthropology, Human Factors, Psychology, HCI/Computer Science or other related fields
· 5+ years of hands-on experience conducting applied UX research in an industry setting
· 3+ years of experience successfully managing UX teams and/or mentoring peer researchers
· End-to-end experience conducting all aspects of research (study design, recruiting, moderation, analysis, reporting)


· Experience managing small teams is a plus
· 7+ years of relevant work experience, including experience leading and integrating user research into product designs and design practices
· Experience with international research
· Internet, e-commerce research experience
· Demonstrated success influencing product and design decisions with research insights
· Excellent working knowledge of statistics and the principles of experiment design
· Excellent interpersonal, communication, negotiation and collaboration skill
· Fluent in another European languge (other than English) e.g. German, French, Italian, Spanish

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