Sr. UX Designer / Senior Product Designer AWS

Do you enjoy working on large-scale, complex, customer-oriented products? Do you want to use Data Science, Machine Learning (ML), Natural Language Processing (NLP), and Artificial Intelligence (AI) in the user-centric design processes to solve complex customer problems? Do you thrive in an innovative, dynamic, and technical work culture that always pushes you to experiment and learn? If yes, then you will enjoy working as a Product Experience Designer for Amazon Web Services (AWS).

AWS is used by millions of users around the globefrom small start-ups to household names like Netflix and NASAand AWS Support is one of the largest and fastest growing business units within AWS. Our teams goal is to innovate and to improve customer success, trust, and experiences with both AWS products and with AWS Support.

Our team has the rare opportunity to support every service and every AWS account, and we are obsessed with creating exceptional customer experiences. Because of our teams broad mission and scope, we need a talented, passionate senior product experience designer who can create elegant, intuitive user interfaces and who has strong ideation skills, robust holistic systems thinking, deep attention to detail, and passion for turning difficult tasks into simple and delightful experiences for customers.

We produce and support a range of tools that enable AWS Support engineers to diagnose and solve customer problems, and we also produce and support customer-facing tools that are used for self-service, monitoring, learning, and using AWS. We're looking for a talented, passionate senior product experience designer to work on internal tools, like case management and engineering support, and external tools, such as the Service Health Dashboard, Personal Health Dashboard, Support Center, Knowledge Center, AWS Forums, and Trusted Advisor.

As a product experience designer, you will be responsible for designing the UX architecture, user interaction flows, and aesthetics of our current and new products. You will have a significant impact on the creative direction of AWS Support products with an emphasis on solving major challenges and shaping the success of the customer experiences of AWS customers, internal service teams, and AWS Support engineers worldwide. You'll be responsible for an idea from experimentation to prototyping and then to implementation to identify and improve our customer experiences. Come join us and help create world-class customer support experiences for AWS.


Major responsibilities
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· Lead your team and partners in defining, tracking, and reporting key user experience metrics.
· Review with and gather feedback on work from business, product management, development, and peer design teams as well as executive leadership.
· Evaluate new and emerging methods and technologies in UX prototyping, and identify best-of-breed to incorporate into your teams toolkit.
· Evaluate, establish, and apply best practices, patterns, and guidelines.
· Lead the design of useful, usable, and desirable products in a team environment. Work with leadership in design planning and goal creation.
· Understand customers and their needs through market analysis, customer research, and feedback.
· Use business requirements to assist in developing use cases and high-level requirements.
· Design the architecture, interface, and interaction flow of services and experiences.
· Develop personas, customer journey maps, conceptual diagrams, wireframes, and prototypes.
· Facilitate the design process, present and iterate design solutions.
· Craft, pitch, and validate long-term design strategies.
· Continually iterate and evolve the way we design for and learn from our customers.
· Chart a course for yourself and others in ambiguous situations. Mentor and develop designers within your own organization and beyond.

Basic Qualifications

· 6+ years of experience as a user experience designer, interaction designer, information architect, or similar UX-related role
· 4+ years of experience creating prototypes or highly detailed wireframes for complex web applications
· 2+ years of experience working in a collaborative team and directly with developers on implementation of designs
· An online portfolio or samples of work demonstrating relevant experience
· Bachelor's degree in design, human-computer interaction (HCI), or 6+ years equivalent professional experience

Preferred Qualifications

· Solid written and verbal communication skills with the ability to present a strong rationale for design decisions
· Strong time management skills and the ability to be self-directed when needed
· Bachelor's degree in design, human-computer interaction (HCI), or 6+ years equivalent professional experience
· Fluency in best practices for information architecture and interaction design, user-centered design process, as well as strong knowledge of user experience principles, techniques, and patterns
· A master's degree in interaction design, human-computer interaction (HCI), or related UX degree
· Demonstrated history of performing user research or gathering quantitative customer data
· Excellent communication, presentation, and interpersonal skills
· Meets/exceeds Amazons leadership principles requirements for this role
· Meets/exceeds Amazons functional/technical depth and complexity for this role

Amazon.com is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

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