Sr. UX Researcher / Sr. User Researcher - AWS

Seattle, WA
Posted on:
October 29, 2020

Do you enjoy working on large-scale, complex, customer-oriented products? Do you want to use Data Science, Machine Learning (ML), Natural Language Processing (NLP), and Artificial Intelligence (AI) in the user-centric design processes to solve complex customer problems? Do you thrive in an innovative, dynamic, and technical work culture that always pushes you to experiment and learn? If yes, then you will enjoy working as a User Experience Researcher for Amazon Web Services (AWS).

AWS is used by millions of users around the globe—from small start-ups to household names like Netflix and NASA—and AWS Support is one of the largest and fastest growing business units within AWS. Our team’s goal is to innovate and to improve customer success, trust, and experiences with both AWS products and with AWS Support.

Our team has the rare opportunity to support every service and every AWS account, and we are obsessed with creating exceptional customer experiences. Because of our team’s broad mission and scope, we need a talented, passionate senior product experience designer who can create elegant, intuitive user interfaces and who has strong ideation skills, robust holistic systems thinking, deep attention to detail, and passion for turning difficult tasks into simple and delightful experiences for customers.

We produce and support a range of tools that enable AWS Support engineers to diagnose and solve customer problems, and we also produce and support customer-facing tools that are used for self-service, monitoring, learning, and using AWS. We're looking for a talented, passionate senior user experience researcher to work on internal tools, like case management and engineering support, and external tools, such as the Service Health Dashboard, Personal Health Dashboard, Support Center, Knowledge Center, AWS Forums, and Trusted Advisor.

As a product experience researcher, you’re comfortable discussing methodologies with the research team, and are equally comfortable discussing project road maps with executive leaders. You thrive on creating metrics, prioritization rubrics and business impact for research - all while sharing and communicating them to peers outside of the research and design community. Your research insights shape the way the organization understands and builds for our customers. You will have a significant impact on the creative direction of AWS Support products with an emphasis on solving major challenges and shaping the success of the customer experiences of AWS customers, internal service teams, and AWS Support engineers worldwide. Come join us and help create world-class customer support experiences for AWS.

  • Build a research road-map; communicate and refresh on regular basis to ensure relevancy.
  • Identify best method or mix of quantitative and qualitative methods based on research questions, timeline and resourcing.
  • Build and continuously improve a robust and thoughtful approach to gather customer insights and collaborate with other research teams in Amazon to align on best practice.
  • Designing, conducting, and analyzing results from a variety of research studies including usability lab studies, remote research, field studies and survey design.
  • Recruit and schedule usability participants for research studies.
  • Provide direction and vision for evolving the role of research in product development; identify opportunities to increase efficiency and impact.
  • Build positive, collaborative relationships across User Experience Design, Product Management, and Development teams.
  • Synthesize a wide range of primary and secondary data types to perform quick and thorough analyses leading to focused, insightful, and actionable findings.
  • Successfully persuade decision makers at all levels of the organization to take aligned action on research findings – inspire them and help them internalize opportunities to delight customers and differentiate our service.
  • Develop insight-based knowledge management frameworks to drive decision-making and prioritization of investments.

Basic Qualifications

  • 7+ years proven success leading User Research projects with demonstrated impact.
  • A portfolio demonstrating past work experience and deliverables (eg: study plans, reports, personas)
  • 5+ years of end-to-end experience with all aspects of research (study design, test creation, recruiting, moderation, analysis, reporting)
  • 5+ years of hands-on experience with: lab-based user testing, remote testing, iterative prototype testing, concept testing, ethnographic research, longitudinal research, benchmarking, survey design and usage of multiple methods within a study
  • MS or equivalent degree in HCD, HCI, Human Factors, Cognitive Psychology, or similar experience.

Preferred Qualifications

  • MS or Ph.D. in Human Factors, HCDE, HCD, HCI, Cognitive Psychology or similar.
  • Exceptional behavioral data-collection and analysis skills.
  • Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
  • The ability to manage ambiguity, work autonomously and multi-task in a fast-paced environment
  • Experience in a highly agile/scrum environment.
  • Ability to work in a startup environment.
  • User research or other experience from a technical field, such as software development, systems management or similar.
  • Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
  • An unfailing passion and capacity to advocate on behalf of our users.
  • Meets/exceeds Amazon’s leadership principles requirements for this role
  • Meets/exceeds Amazon’s functional/technical depth and complexity for this role is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

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