Senior UX Researcher, AWS Customer Experience (CX), Central CX UX Research

Amazon Development Center USA hiring for Senior UX Researcher, AWS Customer Experience (CX), Central CX UX Research jobs in Fairfax, VA, US

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 question 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.

A day in the life
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Hybrid Work
We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our US Amazon offices.

About the team
Being part of the AWS User Research Team is more than delivering great experiences to customers because we also care about your career growth. Once you join the team, you and your manager will jointly craft a career plan and review it regularly to ensure you're on track to meet your goals. Whether your goals are to explore new technologies, take on bigger opportunities, or get to the next level, we'll help you get there. Our business is growing fast and our people will grow with it.

This team is a part of AWS Utility Computing:

Utility Computing (UC)

AWS Utility Computing (UC) provides product innovations — from foundational services such as Amazon’s Simple Storage Service (S3) and Amazon Elastic Compute Cloud (EC2), to consistently released new product innovations that continue to set AWS’s services and features apart in the industry. As a member of the UC organization, you’ll support the development and management of Compute, Database, Storage, Internet of Things (Iot), Platform, and Productivity Apps services in AWS, including support for customers who require specialized security solutions for their cloud services.
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 assesments, 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.