Customer Experience Specialistr
Amazon.com, Seattle, WA, USA

Amazon.com's Customer Experience Team, based in Seattle, WA, aims to improve the industry-leading usability of the company's web sites and internal tools. Our team provides assistance to product and project teams, helping them to address tough usability challenges through a variety of cost-effective HCI techniques. We also manage the usability lab and testing process, typically conducting multiple studies every month. More generally, we act as customer advocates and as evangelists for the user centered design (UCD) process. If you're experienced in the field, passionate about the web, love to work on a diverse range of projects, and want to help shape the future of Amazon.com, we want to hear from you!

Job Responsibilities:

• Serve as a vocal customer advocate and customer champion, working across many groups to build a great customer experience.
• Work with project teams to collect and organize customer requirements, to ensure that user research findings are understood, tracked and acted upon.
• Initiate field studies, interviews, focus groups and competitive analyses as needed.
• Facilitate information architecture exercises such as the development of personas, card sorting, task and scenario analyses.
• Conduct heuristic evaluations, cognitive walkthroughs, and other review methods.
• Script, conduct, and analyze usability studies of existing and proposed designs. You will be responsible for the recruitment and screening of participants for any studies you conduct.
• Lead and participate in rapid prototyping cycles with development teams.
• Contribute to documents describing user interface principles and standards.
• Collaborate with other research organizations, such as market research and data mining.
• Be able to see the big picture and communicate it effectively to project teams and to executives.

Required Qualifications

• A degree or extensive coursework in human-computer interaction (HCI), usability engineering, cognitive or experimental psychology, technical communication, anthropology, or a related field.
• Four or more years of experience apart from coursework and academic projects, with some of that time spent contributing to the effectiveness of consumer-facing web sites.
• Demonstrated experience designing and conducting different types of user research, including lab-based usability studies, benchmarking, field studies, participatory design studies. The ideal candidate has conducted dozens of usability studies over a period of years.
• Excellent written and verbal communication skills, great people skills, and ability to tailor presentations to diverse audiences.
• Exceptional analytical ability, especially with regard to observation of customer behavior and effective interface design.
• A passion for the web, and the ability to be innovative and flexible.
• Self sufficient, effectively multi-tasking and managing your own time. Our team employs a rapid development, test-and-learn, mode of operation, and we juggle a number of projects at once.
• Understanding of internet technology such as browsers and coding languages (HTML, JavaScript, CSS, etc.) and the impacts those variables have on design and the user experience.
• Desired skills: management experience, UI design, statistical analysis, web programming.

To apply, please send a cover letter and resume to jobs@amazon.com, cc: jess@amazon.com, and refer to Job #04-13661. If your real interest is being an interaction or user interface designer, we have plenty of those jobs too. Please search our job pages for positions with the title "Designer."