Senior UX Designer, Amazon Delivery Customer Experiences
Amazon
DESCRIPTION
Have you ever hesitated before making a purchase, wondering if it'll meet your expectations or unsure if you'll be able to return or resolve things if it doesn't? Amazon Delivery's Customer Experiences team (ADX CX) is seeking our next Senior UX Designer to transform these moments of anxiety into clarity and convenience by driving continuous improvements to our returns and resolutions experiences. In this role, you'll explore new ways to give shoppers piece of mind by seamlessly weaving return policies and ways to resolve product concerns through the early stages of shopping, all the way through the final steps of a return. Working with senior leaders and multi-disciplinary teams, your work will set new standards on turning complex processes and policies into easy-to-understand, seamless, and trusted paths for customers seeking to fix issues with their purchases. As a part of our team, you'll also be connected with a broader group of designers and researchers in a design organization working through different lenses to elevate our delivery customer experience overall.
Qualities that will help you succeed:
• You are creative, curious, comfortable working in cross-functional environments and show a strong bias for action to deliver results.
• You will have a consistent track record of developing and launching new ideas and step-change improvements.
• You balance time and business constraints when improving experiences for the customer while pushing toward the vision of the ideal experience for the customer.
• You are proactive in driving alignment and navigating debates through effective communication and relationship-building.
Key job responsibilities
As a key driver in designing solutions and up-leveling the quality of our customer experiences, you will:
• Bring forward innovative ideas and solutions and raise the bar on customer's experience with delivery
• Effectively advocate and design for the customer through objective data such as market analysis, customer insights, technical constraints/opportunities, and business insights
• Partner closely with business and development teams to plan and balance immediate changes with long-term, scalable solutions
• Quickly and thoroughly creating user flows, wire frames, visual designs, and prototypes to effectively concept and communicate detailed interaction behaviors that support decision making and development
• Assess and optimize the effectiveness of new and existing features by proactively planning, performing, and advocating validation techniques like usability testing, user research, and interpreting analytic data.
• Present design work to UX partners, cross-disciplinary teams, and executive leaders
About the team
The Amazon Delivery’s Customer Experience team (ADX CX) team is a diverse group of designers and researchers that share our experiences and help each other succeed. We operate within the broader Amazon Delivery Experience design organization that includes teams focused on operational and transportation experiences critical to the success of the holistic delivery journey. We value individuals who drive inspiration, collaboration, and connection by bringing their authentic selves to work and respecting everyone’s unique voices. We love complex problems, growing in fast-evolving environments, taking action, and learning from mistakes. We champion the customer voice (spoken and unspoken) through objective insights that inform the collective design and increase customer empathy across Amazon. Our creative work impacts millions of customers worldwide and we are proud to be a part of it.