UX Researcher - Customer Engagement Technologies

Seattle, WA
Posted on:
June 4, 2021

About the job


Have you ever called customer service and got stuck waiting on hold? Or maybe you’ve had to hang up and call again because you pressed β€œ2” instead of β€œ3”? Do you want improve these frustrating user experiences that millions of Amazon customers face, and enable them to resolve their issues easily and effectively?

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 the 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 automated or human support. We learn about our users by spending time in call centers, talking with customers the field, conducting remote research, and learning from users in our dedicated CS UX research lab.

The CET UX team is looking for an experienced and motivated UX Researcher to lead user research for the Self-Service and Automation (SSA) space. This role will be responsible for designing and conducting user research on next generation experiences for customer service (CS), such as the automated voice bot and chat bot. The team 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 owning a research roadmap based on organizational needs, and designing, running and communicating user research to multiple types of organizational stakeholders and levels of leadership. The candidate should enjoy working closely with designers, other researchers, design technologists, product managers, and technology teams to solve highly ambiguous and complex problems. This role includes the intellectual challenge of simplifying technical problems in elegantly simple ways that can make customer interactions effortless and 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, both 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 a flexible, creative, and pragmatic approach.

The team you will be working on is very supportive and understands that growing as a studio means growing each individual. There are ample opportunities to learn new skills and expand your scope. The studio has a culture to speak openly and candidly when issues arise. The team works well together and leaves time for relationship building - a good sense of humor is always appreciated.


  • Partner closely with design and product to understand blockers, prioritize multiple stakeholders needs, and build a research roadmap. Communicate and refresh research on regular basis to ensure relevancy and durability of insights.
  • Identify best 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, and heuristic evaluations.
  • 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 (e.g. study 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)

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 working in an agile fast paced environment.
  • User research or other experience from a technical field, such as software development, systems management, or similar.
  • An available online portfolio

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

Company - Services LLC
Job ID: A1525885

Please reference you found the job on, this helps us get more companies to post here!

When clicking on the button to apply above, you will leave and go to the job application page for that company outside this site. We have no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.

Something off with this posting?

Please report this job to help us maintain the quality of the site. Any feedback is appreciated.

Built by PingPong