UX Researcher - Customer Engagement Technologies

Posted on:
March 25, 2021

About the job


At Amazon we strive to be Earth's most customer centric company. The Amazon Customer Engagement Technologies (CET) UX team is key to that mission, defining UX both for customers and the customer service associates who help them. When our customers have problems, we make solutions self-evident, and when they need additional help, we ensure the best possible automation and human support. We learn about our user by spending time in call centers, talking with customers the field, drives iteration through rapid UX prototypes as we learn from users in the CS UX research lab, and through remote research sessions. Our work greatly impacts our customers’ lives and is critical for Amazon.

The CET UX team is looking for an experienced and motivated UX Researcher to raise the bar on user research at Amazon. This role will be responsible for designing and conducting user research on next generation experiences for customer service contact handling. This role is looking for an experienced UX Researcher with a deep understanding of design research methods and how to apply them during the product development cycle. The candidate should have demonstrated experience designing a research roadmap based on organizational needs, and designing, running and communicating user research to multiple types of organizational stakeholders. The candidate should enjoy working closely with designers, other researchers, design technologists, and content designers to solve highly ambiguous and multi-faceted problems. This role includes a intellectual challenge of simplifying highly technical problems in elegantly simple ways that can make customer interactions effortless an intuitive.

In this role you will be responsible for driving and implementing research strategies. You will interact daily with team members to understand and guide research needs (defined and undefined). You will also be required to work with minimal direction and be capable of working quickly while delivering high-quality outputs. You will work on overlapping projects, which require the ability to multi-task and juggle competing priorities. The right candidate will have a deep understanding of user research methods and best practices, and also, a nimble, creative and pragmatic approach, while pushing the boundaries of agile research.


  • Partner closely with design and product to understand blockers, prioritize multiple stakeholders needs, and build a research roadmap. Communicate and refresh on regular basis to ensure relevancy.
  • Identify best 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.
  • Define and execute (and, as necessary, invent) research methods appropriate to the questions at hand, including but not limited to interviews, observations, surveys, usability testing, heuristic evaluations, etc..
  • Synthesize primary and secondary data types and perform quick and thorough analyses leading to focused, insightful, and actionable findings.

Basic Qualifications

  • Bachelor's degree in HCI, HCDE, Human Factors, Cognitive Psychology, or or related discipline.
  • 3+ years of end-to-end research experience ( design, test creation, recruiting, moderation, analysis, reporting)
  • 3+ years of hands-on research experience (e.g., field research, ethnography, lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design)
  • An available online portfolio

Preferred Qualifications

  • MS in Human Factors, HCDE, Cognitive Psychology or similar.
  • 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.
  • 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.

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

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