Sr. UX Researcher, Amazon Delivery Customer Experiences

About the role

Amazon Delivery Experience (ADX) is one of Amazon's larger design studios - a central organization that invests deeply in research methodology and innovation across all of Amazon Delivery. The studio includes two research teams - one focused on end-customers (i.e. shoppers) and one focused on operations staff. Within ADX, the Customer Experience team (ADX CX) is dedicated to elevating research for our shopper-facing experiences. This is where you'll sit. We are a group of designers and researchers working side by side to solve ambiguous and complex problems, move fast in evolving environments, and learn openly from mistakes. Research doesn't live in a silo here; it's woven into how the team thinks, decides, and builds. We value people who bring their authentic selves to work and who champion the customer voice - spoken and unspoken. This is a truly unique position with access to a diverse, deeply interesting customer base - and a chance to make real, meaningful impact on how millions of people experience delivery.

Requirements

• 5+ years of hands-on work with: field research, ethnography, lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design experience
• Bachelor's degree in HCDE, Human Factors, Cognitive Psychology, or a related field
• Experience in leading User Research projects with demonstrated impact
• Experience with field research, ethnography, lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design
• Experience with all aspects of research (study design, recruiting, moderation, analysis, reporting)
• Experience with behavioral data collection, quantitative data analysis, and statistics
• Have a portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas)
• Experience with

Additional Information

Have you or someone you know urgently needed something delivered, and felt the anxiety of wondering if it would arrive in time? Amazon Delivery's Customer Experiences team (ADX CX) is working to transform that uncertainty into confidence for millions of customers worldwide. We're looking for a Sr. UX Researcher to drive our continuous understanding of customers and bring ideas to the table that shape what we build next, specifically across delivery speed promises and physical experience locations (such as Same-Day delivery and Amazon Lockers). Key job responsibilities - Drive decisions through continuous customer understanding: You will design and maintain research programs - recurring studies, living insight repositories, and shared frameworks - that keep customer needs at the center of every product decision. Your work ensures that customer understanding compounds over time, not just when a study wraps. - Identify opportunities and champion innovative solutions: You will craft and execute research that surfaces emerging customer needs and de-risks new product directions. But you won't stop at insights - you'll propose solutions rooted in what you've learned, partnering with UX managers, designers, and product teams to pitch solutions to senior leaders and bring ideas to life. - Turn complex findings into clear direction: You will synthesize research into actionable recommendations that drive alignment - connecting dots across studies, translating customer behavior into product implications, and building shared conviction among stakeholders from engineering teams to executive leadership. - Pioneer AI-enhanced research methods: You will leverage AI-powered research tools to work smarter - enabling richer analysis, faster synthesis, and higher-quality outputs. You'll explore new methodological approaches that let you spend less time on logistics and more time on the thinking that drives impact across the organization. - Raise the bar on customer understanding across the team: You will coach designers, product managers, and engineers to gather and apply customer insights effectively - making research accessible and scalable so that customer empathy isn't bottlenecked by a single discipline. A day in the life - Partner with design managers and senior product partners to identify the biggest customer risks and opportunities, and scope research that addresses them - Conduct and lead hands-on research - from in person lab sessions to complex usability sessions to large-scale surveys - generating original insights about delivery speed and locations experiences - Synthesize findings into clear recommendations and present them to senior stakeholders to shape product direction - Maintain and evolve living research repositories so that customer understanding stays current and accessible to the team - Coach designers and PMs on lightweight research practices, enabling the team to stay close to customers between major studies - Pitch innovative product concepts grounded in your research to design managers and senior stakeholders

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