Sr. UX Researcher Mixed Methods, Amazon Customer Service
Core
Senior UX Researcher leading mixed-methods research to re-imagine Amazon's Voice of Customer (VoC) products, analyzing customer feedback to drive proactive solutions and improve customer experience at scale.
Role type
Senior IC UX Researcher (Mixed Methods)
Builds
Next-generation VoC tools leveraging ML/AI for customer feedback analysis, user interface designs, user flows, and lightweight prototypes.
Domain
E-commerce / Customer Service / Voice of Customer / Machine Learning
Deliverable
production ML models | product features
Required skills
User research roadmap ownership, generative and evaluative research design, field research and ethnography, lab-based and remote usability testing, survey design, qualitative and quantitative data synthesis, behavioral data analysis, statistics, agile research practices
Preferred skills
Master's in Human Factors/HCDE/Cognitive Psychology, technical background in software/IT development, experience in non-US markets, highly Agile/Scrum environment experience
Technologies
Machine Learning, AI, Agile/Scrum
Responsibilities
Partner with design and product teams to prioritize stakeholder needs and build research roadmaps; define and execute diverse research methods (interviews, observations, surveys, usability testing, heuristic evaluations); synthesize primary and secondary data into actionable insights; collaborate with researchers, designers, and product managers to solve ambiguous problems; drive research strategies with minimal direction in a fast-paced environment
Seniority
Senior, hands-on IC