Senior UX Researcher, AWS Customer Experience (CX), Central CX UX Research
Job ID: 2738458 | Amazon Development Center U.S., Inc.
We are hiring a Senior User Researcher to join our growing UX Research team. This role is an opportunity to help reinvent the customer experience for AWS Systems Manager. This role will focus on exploring innovative ways to use next generation technologies, such as generative AI-powered workflows. Our aim is to aid customers in optimizing their operations on AWS, simplifying their initial setup and overall experience with AWS. AWS Systems Manager is the operations hub for AWS, multi-cloud, and on-premises environments that enables safe and secure operations at scale. It offers customers a secure and centralized platform to manage their infrastructure and applications.
The Senior User Researcher will have a significant impact on our business and provide direction and vision for evolving the role of research in product development, identify opportunities to increase efficiency, and drive impact across the product roadmap. This Senior UX Researcher will own the roadmap and lead human-centered/user experience (UX) research for the AWS Systems Manager products and consoles.
This Senior UX Researcher will provide generative (foundational) and evaluative research insights to the AWS Systems Manager product teams. This position will help the AWS Systems Manager team uncover and explain how customers and end-users organize, explore, govern, and manage their cloud systems in AWS - and why they do what they do. This Senior User Researcher role will surface the critical jobs-to-be-done (JTBD) in our customers’ journeys to operate their AWS cloud infrastructure. They will collaborate with UX Designers and product leadership to identify and prioritize which customer/end-user problems to solve at different stages of cloud maturity.
Key Job Responsibilities
The Senior UX Researcher will identify opportunities for innovation and refine how customers use AWS Systems Manager products and solutions. In this role, you will execute strategic research. You will work collaboratively with UX designers, product managers, and engineers to understand opportunities and customer connections for the Systems Manager product and engineering teams. You will use your deep understanding of human-centered research methods and human factors best practices to uncover customer insights that help drive tactical and strategic impact across the organization.
In addition, you will:
- Identify best human-centered research methods (quantitative and qualitative) to answer questions on our users based on research questions, timeline, and resourcing.
- Define and execute a comprehensive research roadmap; communicate and refresh on a regular basis to ensure relevancy.
- Gather and analyze human performance, behavioral, and interaction/usage data to test product and UX design hypotheses, derive recommendations for design and actions, and validate human error probabilities.
- Create a deep understanding and empathy for our customers across diverse audiences, including designers, PMs, engineers, and business leaders.
- Work closely with cross-functional teams to identify and prioritize research questions based on the analysis of current knowledge, project goals, and risks.
- Build and continuously improve a robust and thoughtful approach to gather human factors and product design insights.
- Continually learn, grow, and improve the craft of UX research.
BASIC QUALIFICATIONS
• 5+ years proven success leading business-to-business (B2B) User Research projects with demonstrated impact.
• Portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas).
• 5+ years of experience managing all stages of research design (study design, test creation, recruiting, moderation, analysis, reporting).
• 5+ years of experience with research methods including: Field research/ethnography, usability and human factors evaluation (heuristic assessments, usability testing), concept evaluation techniques, formative research (UX vision and concept testing, iterative design evaluation), large-scale behavioral and sentiment research, and statistical methods used to analyze data related to human performance, behavior, and interaction with systems and products.
• Ability to design and lead participatory design workshops.
• BS in Human Factors, Cognitive Psychology, HCDE, or Computer Science with relevant research experience, or similar.
PREFERRED QUALIFICATIONS
• MS or Ph.D. in Human Factors, Human-Computer Interaction, Cognitive Engineering or similar.
• Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
• An unfailing passion and capacity to advocate on behalf of our users.
• Experience in a highly agile/scrum environment.
• Ability to work in a startup environment.
• User research or other experience from a technical field, such as software development, Systems Manager or similar.
• Experience delivering human factors and human-centered research to deliver conversational UIs and digital user experiences that leverage generative AI (genAI) and large language models (LLM).
• Meets/exceeds Amazon’s leadership principles requirements for this role.
Amazon 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.
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