Amazon. com Services LLC
Design, operations
Sr.UXConversationDesigner
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“Sr. UX Conversation Designer at Amazon. com Services LLC. Skills: Conversation design, UX writing, Voice and tone. Provide strategy and execution for user-centered conversational CS. Provide strategy and execution for chatbots”
What You'll Achieve.
Deliver excellence across global Customer Service; Raise the bar for writing guidelines; Scale impact for better Customer Service experiences; Create better Customer Service experiences
Industry & Context.
Solving complex challenges
What They're Looking For.
Must Have
Online portfolio or work samples, 5+ years conversation design experience, Bachelor's degree or equivalent experience, Experience meeting customer and business requirements, Leading review sessions
Nice to Have
UX Conversation design for complex workflows, Content design writing for complex workflows, Analyzing user research, data, and customer feedback, Creating writing guidelines, Teaching conversation design principles, Working directly with designers, product managers, researchers, engineers, Working on a cross-functional team, Synthesizing feedback and input from multiple stakeholders, Manage and lead multiple projects, Working knowledge of UX design process
What You'll Do.
Provide strategy and execution for user-centered conversational CS
Provide strategy and execution for chatbots
Lead strategic vision for generative AI products
Lead strategic vision for Large Language Model products
and messaging experiments
Make data-informed decisions
and publish self-service conversation design guidelines
and publish content design guidelines
Be a key influencer in product strategy
Drive mindful discussions with product managers
Drive mindful discussions with designers
Drive mindful discussions with engineers
Drive mindful discussions with stakeholders
Improve chatbot workflows
Improve user interfaces
Support team's scaling efforts
Participate in working sessions
Participate in workshops
Represent conversation design strategy
Share expertise with teammates
Support UX studio initiatives
How You'll Work.
Team & Collaboration
UX design studio; Cross-functional team; Product managers; Designers; Researchers; Engineers; Machine learning scientists; Product/program managers; UX research; Product partners; Tech partners; UX studio working sessions
Communication Scope
Organizational skills
Full Job Description
Amazon’s Customer Service (CS) UX (CS-UX) Word and Voice Design team is looking for an enthusiastic, experienced, and collaborative conversation designer to help drive and improve the voice, tone, and personality of our ecosystem of customer service products. You’ll collaborate across our UX design studio and beyond, working with designers, researchers, engineers, machine learning scientists, and product/program managers throughout the planning, design, and development lifecycle of our products and features. If you like solving complex challenges through words, advocating for customers, and live, sleep, and breathe conversational UI language, this role is for you. This role not only focuses on conversation design for web, app, and chatbot experiences, but it also provides an opportunity to work on UX writing and content design for innovative new customer features. We're counting on you to help us deliver excellence across the global Customer Service organization. You’ll get to conduct A/B testing and research on the optimal voice, tone, and messaging to best support Amazon customers. You’ll also be involved in building AI and Large Language Models (LLMs), creating writing guidelines to raise the bar, and share our expertise with our product and tech partners. In addition, you'll be part of solving complex challenges, becoming an expert in your domain, and helping us scale our impact to create better Customer Service experiences for Amazon customers everywhere. Best of all, you’ll expand your own skills and learn something new every day. If you enjoy simplifying complexity and always find yourself asking—“Could this be clearer? Could this be more conversational?"— let’s talk. Key job responsibilities Within this role, you'll get to: - Provide strategy and execution for user-centered conversational CS products and chatbots - Lead the strategic vision for several products that include generative AI/Large Language Models - Lead voice, tone, and messaging experiments to
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