UX Writer, Word and Voice Design Team

Amazon's Customer Service UX (CS-UX) Word and Voice Design team is looking for an enthusiastic, experienced, and collaborative UX writer or voice (VUI) designer to help drive and improve the voice, tone, and personality of our ecosystem of customer service products. You'll collaborate across our design studio and beyond, working with designers, researchers, engineers, machine learning scientists, and product/program managers throughout the planning, design, and development lifecycle of our products and features. If you like solving complex challenges through words, advocating for customers, and live, sleep, and breathe conversational UI language, this role is for you.

This role not only focuses on UX writing for web, app, and chatbot experiences, but it also provides an opportunity to lead UX writing excellence across the global Customer Service organization. You'll get to conduct A/B testing and research on the optimal voice, tone, and messaging to best support Amazon customer and associates. You'll also create writing guidelines to raise the bar and share our expertise with our product and tech partners. In addition, you'll be part of solving complex challenges, becoming an expert in your domain, and helping us scale our impact to create better Customer Service experiences for Amazon customers everywhere. Best of all, you'll expand your own skills and learn something new every day.

If you enjoy simplifying complexity and always find yourself asking—“Could this be clearer? Could this be more conversational?"— let's talk.

Key job responsibilities

• Write for and iterate on user-centered CS products and chatbots
• Make decisions based on user feedback, metrics, accessibility practices, and usability findings
• Plan, write, and publish self-service UX writing and voice design guidelines
• Raise the bar by driving UX strategy and consistency across a suite of customer-facing products including generative AI/Large Language Models
• Be a key influencer in product strategy, driving mindful discussions with product managers, designers, engineers and stakeholders
• Understand and empathize with Amazon customer needs
• Conduct A/B testing and use analytics to determine the most effective tone and phrasing to use for specific use cases
• Support localization research by using data to inform the right tone and words for other regions
• Build new scalable processes and initiatives

A day in the life

Each day of the week will be different, but you'll be working weekly with UX research, design, product, and tech teams to write user interfaces, workflows, and patterns. You'll also support larger projects by partnering with product/UX/tech stakeholders and participating in meetings and working sessions to discuss the products content strategy when needed.

You'll support smaller UX writing needs in our team’s weekly office hours and writing guidelines. You'll get to help test UI copy and messaging with language experiments.

Additionally, you'll provide guidance to your UX teammates on their respective product UX during collaborative studio working sessions.

About The Team

The Word & Voice Design team is a group of UX writers, conversational and voice designers, and we're part of the bigger Customer Service UX Studio which leads the Amazon customer and associate experience. We own the voice, tone, and language of numerous Amazon customer-facing and associate-facing products, from the conversational AI bots that assist customers with their orders, to the app and web interfaces our Amazon associates use to solve customer issues. We seek to understand their needs and pain points through data, and research.

Also, we like crafts, pet stories, and GIFs. Lots of GIFs.

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA | Cupertino, CA, USA | Seattle, WA, USA

Basic Qualifications

• 2+ years of UX writing or voice design experience
• Bachelor's degree or equivalent experience in English, Journalism, Marketing/Communications, Human-Computer Interaction (HCI), or Design
• An online portfolio or samples of work that show experience writing for user-centered design solutions. Includes the problem to be solved, your contributions, and user impact
• Experience meeting customer and business requirements and leading review sessions
• Communication and organizational skills

Preferred Qualifications

• Writing the UX for complex workflows and software products
• Analyzing user research, data, and customer feedback to develop UX content
• Creating writing guidelines, teaching UX writing principles, and instructional design
• Working directly with designers, product managers, researchers, engineers, and other subject matter experts
• Working on a cross-functional team and synthesizing feedback and input from multiple stakeholders
• Ability to manage multiple projects at once
• Working knowledge of the UX design process

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $94,200/year in our lowest geographic market up to $184,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.

Applicants should apply via our internal or external career site.