Sr. UX Designer, Customer Service UX

DescriptionYou've probably picked up an Amazon package outside your door and wondered how it got there so quickly. Well, at Amazon, we're always working to be the most customer-centric company on Earth, and we do this by constantly inventing new programs and services to please our customers. Amazon Flex is one of the ways we've invented to get that package to your door so fast. With Flex... individuals can become delivery partners making deliveries to our customers using the Amazon Flex app. We're looking for a Senior UX Designer to help develop a bar-raising experience for delivery partners who encounter defects while delivering and need interventions to maintain our customer promise. Your experience as a design leader, working across organizational boundaries, will help you develop solutions that will impact thousands of delivery partners and tens of millions of customers worldwide. You'll work closely with a team of smart, passionate designers, user researchers, UX writers, product managers, and developers to drive a design process that always works backward from the customer to deliver results that delight our drivers and improve delivery success.You'll do great in this role if you are:Inventive, collaborative, flexible, and thrive in taking ownership in ambiguous situations.Curious and love to dive deep and solve challenging problems with simple, highly efficient solutions.Able to create design solutions that gracefully balance customer needs, business goals, and technical constraints, all while relentlessly advocating for the end-customer experience.Key job responsibilitiesCreate user flows, wireframes, prototypes, high-fidelity designs, and detailed UI specifications for iOS and Android apps.Lead cross-team conceptual development that represents the most customer-centric intersection between design, business, content, and technology, including generative AI.Demonstrate systems-level design thinking, delivering design solutions that radically uplevel the existing experience through its simplicity and ease of use.Contribute to the group's best practices for UX design while continually advocating for design thinking, process, and craft throughout our organization.Understand customer, delivery partner, and customer service agent needs deeply; develop or work from user profiles with an understanding of the entire user journey.Work through ambiguity and adapt your approach to meet the needs of multiple stakeholders.A day in the life“If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!”Benefits Summary:“Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:Medical, Dental, and Vision CoverageMaternity and Parental Leave OptionsPaid Time Off (PTO)401(k) Plan”About the teamThis role is part of Amazon's Customer Service UX Studio (CS-UX), which drives UX Design excellence across Worldwide Customer Service. CS-UX is a diverse team of UX researchers, writers, producers, and designers. We create solutions for customer-facing self-service solutions, customer service agent tools, driver support, and internal operational tools.This role partners closely with Shipping and Delivery Services (SDS) and our Last Mile team. SDS works to eradicate defects, obsess over customers and delivery drivers experiencing exceptions, and invent solutions leveraging the power of Worldwide Customer Service and Amazon transportation technologies. SDS owns the driver and recipient support experience; provides the tools, processes, and people that enable self-service, automated, and human interactions; and incubates support for new businesses and de-specializes mature ones. The solutions SDS builds impact thousands of delivery drivers and tens of millions of customers worldwide, solving complex transportation opportunities for our delivery partners, customer support associates, and customers.Basic Qualifications8+ years of design experienceHave an available online portfolioPreferred QualificationsExperience working with stakeholders to plan and execute programs that are strategic in natureExperience applying scrum to visual or UX design processesAmazon 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 https://www.amazon.jobs/en/disability/us.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $127,100/year in our lowest geographic market up to $211,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site

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