Sr. UX Writer - CS UX, Word & Voice Design Team Services, Inc.
 Sunnyvale, CA


Job summary

Note on Location: We are open to this role being located in any Amazon corporate office location in the United States or Canada.

“We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.“ - Jeff Bezos, Founder & CEO.

Our Amazon’s Customer Service design studio powers the tools that our customers and associates around the world use to solve problems, ensuring that we remain the most customer-obsessed company in the world.

We are looking for an enthusiastic Sr. UX writer to craft the voice, tone and personality of the content of our ecosystem of products, and create clear, helpful and human guidelines.

You’ll collaborate with designers, researchers, engineers, machine learning scientists, and product managers, and will work on projects throughout the planning, design and development lifecycle.

As a UX writer on the team, you’ll:

· translate complicated concepts into jargon-free, concise UI copy and strive to ensure that users have the right information at the right moment

· understand Amazon customer service associates needs from data and UX research to create content guidelines and patterns for your stakeholders

If you love simplifying complexity and always find yourself asking—“Could this be clearer? Could this be more conversational?“—then let’s talk.

Key job responsibilities

· Design scalable systems and structures to support large amounts of content

· Collaborate with UX designers, product teams, and researchers to craft and hone language across a variety of contexts from UI components to conversational text

· Raise the bar for interface/product communication and drive alignment on voice and tone

· Anticipate user needs based on their objectives and explore innovative solutions to users issues

· Create user-centered solutions by considering market segment analysis, user feedback, site metrics, and usability findings

A day in the life

Each day of the week will likely be different, but you'll be working weekly with UX research and product teams to establish interface writing guidelines and patterns, validated by UX studies, product metrics or other data.

You'll also regularly be participating in meetings with product/UX/tech stakeholders to discuss the products content strategy when needed.

Finally, you'll be providing guidance to your UX teammates on their respective product UX during work sessions, program reviews and office hours.

About the team

The Word & Voice Design team owns numerous Amazon customer-facing and associate-facing products content, from the conversational AI bots assisting customers who need help with their orders, to the interfaces our Amazon associates use to solve customers issues.

We are a small team of UX writers, conversational and voice designers, and we're part of the bigger Customer Service UX Studio, which owns the Amazon customers and associates experience with Customer Service.

We love staying very close to our users, understand their needs and pain points through data and research to make sure we create the best solutions for them. Also, we like escape rooms, pet stories and gifs.

Basic Qualifications

  • 5+ years of UX writing experience or related
  • Bachelor's degree or equivalent experience in design, human-computer interaction (HCI), English, Journalism, Marketing/Communications
  • Experience working in a collaborative team, publicly white-boarding, and working directly with developers for implementation of designs
  • 2+ years of experience independently driving the design review cycle and closing on design requirements
  • Ability to manage multiple projects at once

Preffered Qualifications

  • Experience with UX writing for complex workflows, software products
  • Experience working with user research and analyzing customer feedback
  • Demonstrated history of understanding customer data (e.g., conducting usability studies, performing user research) and leveraging it for developing precise content
  • A portfolio of relevant work samples with a UX focus; including problems you helped solve for, your contributions, and impact to the customer
  • Experience working directly with designers, product managers, researchers, and other subject matter experts
  • Experience working cross-team and synthesizing feedback and input from multiple stakeholders
  • Working knowledge of the 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