Description
You'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 responsibilities
- Create 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.
About The Team
This 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.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
Basic Qualifications
- 8+ years of design experience
- Have an available online portfolio
Preferred Qualifications
- Experience working with stakeholders to plan and execute programs that are strategic in nature
- Experience applying scrum to visual or UX design processes