Amazon's Customer Service (CS) department is seeking an experienced EU Sr User Researcher to join the team on a FTC for 12 months. The successful candidate will be a key member of the EU CS Data, Insights and Design team. Our mission is to amplify customer feedback and empower the business to continuously improve the customer experience. As the EU Sr User Researcher, you will be responsible for defining and executing on a comprehensive user research roadmap spanning a broad set of experiences and involving multiple types of concurrent user research. Research activities will span from generative work (field work, development of customer models and persona building), evaluative work (usability studies and concept evaluation), to summative research (interfacing with market research to parse through and translate market segmentation data). From a customer perspective, your goal is to highlight and solve Amazon practices that drive unintended consequences or undesirable responses from customers to improve customer satisfaction rates across multiple journeys and customer personas. From a CS perspective, your goal is to bridge the gap between the needs of the business and how our CS associates interact with customers in order to drive quicker and lasting adoption of policies and processes for an improved customer and CS associate experience.
We are looking for an individual contributor who will be responsible for employing best-practice methodologies in order to obtain timely user/system insights. Your insights will inform decision-making and you will regularly interact with our business partners, project/program management and CS leadership to identify relevant research questions, design and implement insightful research studies. You will disseminate and inspire action from the results, ultimately shaping the EU CS experience on behalf of our customers and associates.
This position can be located in any EU CS sites (Cork, Edinburgh, Regensburg, Berlin, Rabat, Cagliari) or corporate site (Paris, Madrid, Milan, Luxembourg, London).
Responsibility for the EU Sr User Researcher which includes but is not limited to:
The Ideal Candidate Will Have
Company - Amazon Services EuropeSARL(LU)
Job ID: A1372190