The Customer Service Innovation Lab (CSIL) is a new team inside Amazon Customer Service (CS). Its mission is to challenge the status quo and shape the future of the customer experience industry. We're looking for a Designer to join a Pioneering Pod and help turn real customer and contact handler insights into tested solutions, fast. You will observe Amazon Customer experiences daily, and that will shape everything you design. You'll work with a Senior Designer and cross-functional partners, own design for features and workstreams, and build prototypes that help the team decide what to do next. This role suits a curious designer who likes working hands-on with users, enjoys fast iteration, and wants to help invent what customer service looks like next.
Key job responsibilities
- Learn from customers every day: listen to contacts, observe customer journeys, and turn what you see into design opportunities.
- Bring fresh thinking: question "the way it's always been done" and suggest new approaches to the customer experience.
- Own design for defined workstreams within lab initiatives, from discovery through interaction design, prototyping and handoff.
- Work directly with contact handlers through observation, co-design sessions and quick usability tests.
- Build interactive prototypes quickly, including AI-powered experiences, to test ideas in days.
- Partner with PMs and engineers to scope MVPs, weigh trade-offs, and deliver designs that are ready to build.
- Design inclusively: apply accessibility standards (WCAG 2.2 AA) and responsible-AI patterns.
- Share your work: present concepts and test results in pod reviews and lab demos.
- Use and add to the design system: reuse CS-UX patterns, and suggest new ones when lab work proves them out.
A day in the life
Your morning might start with a design review where you present interaction concepts to your product and engineering partners, gathering feedback that sharpens direction. By midday you could be deep in prototyping a new flow, testing how an AI-powered feature feels in a customer's hands. You will regularly move between high-fidelity mockups, stakeholder conversations, and data analysis — balancing craft with collaboration to keep work moving toward launch.
About the team
This team is comprised of small, cross-functional Pioneering Pods who work right next to our contact handlers, hearing the voice of the customer and watching real customer experiences every day. They prototype solutions in days instead of quarters and prove what works before it scales across the CS network.
Basic qualifications
- 5+ years of design experience
- Have an online portfolio or samples of work on resume, demonstrating experience creating great end-to-end, user-centered design solutions and patterns, across desktop and mobile devices
Preferred qualifications
- Knowledge of usability principles and techniques
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 117,800.00 - 160,000.00 USD annually
