Description

　　At Amazon, we're working to be the most customer-centric company on earth. Customer Service is at the heart of what we do. Are you interested in shaping the future of Amazon Customer Service globally and driving strategic initiatives that shape the future of support for our employees and customers?

　　Amazon's Customer Service (CS) department is looking for an experienced Content Designer to steer content re-design for global transformation and experimentation programs. This role is responsible for designing, testing and setting KPIs for new formats, layouts and templates for our customer support content which is viewed billions of times per year. This is a maternity cover for a duration of up to 13 months, until November 2024 .

　　Experience in user-centred content design. You can show a deep understanding of end-to-end journeys and how content is affected within these journeys. You can identify where journey fixes or content improvements need to be made. You can take responsibility for assuring the quality of content. You can ensure that content is regularly reviewed and evaluated, contributing to continuous improvements and iteration. You can deliver through others, and direct and critique their work.

　　Agile working. You can understand the role of content in multidisciplinary teams and can articulate and advocate for it. You can work collaboratively with colleagues from other disciplines in multidisciplinary teams. You can identify and compare the best processes or delivery methods to use, and can measure and evaluate them, helping the team to decide the best approach.

　　Content concepts and prototyping. You can build and create a variety of different prototypes, from wireframes to prototypes (preferably in Figma). You can establish content patterns, and test to iterate on them.

　　Stakeholder relationship management. You can manage relationships effectively through strong written and verbal communication skills. You can build long-term strategic relationships and communicate clearly and regularly with stakeholders, supporting business needs and commitments while focusing on user needs.

　　Strategic thinking. You can lead and direct strategic content improvement projects, focusing effort in the areas of greatest priority and ensuring goals and objectives are met.

　　User focus. You can collaborate with user researchers and analysts to advocate effectively for users. You can understand the different types of user research, evidence, and data and how they’re used at different stages of product development. You can formulate hypotheses, gain insights from research, and make decisions based on findings, clearly explaining how decisions have been made. You can champion user research to focus on all users. You can put accessibility requirements at the heart of approaches to designing content, and encourage others to do the same.

　　Key job responsibilities

　　As a Senior Content Designer, you will play a crucial role in shaping and delivering content for large-scale projects that have a significant impact on the experience for our customers.

　　You will collaborate with cross-functional teams, including product managers, designers, researchers, and subject matter experts – to create compelling and user-centric content across various platforms.

　　This role will split their time across different content transformation and experimentation projects, and support the embedding of content design best practice and standards across the wider editorial team. You will be comfortable juggling different projects, collaborating, and influencing a range of global stakeholders on behalf of our customers.

　　Key responsibilities:

　　apply user-centred design principles to create intuitive and accessible content experiences,

　　take responsibility for content quality,

　　write and map user stories,

　　translate business and user needs into clear and engaging content solutions,

　　lead and manage the content design aspects of large scale projects, from concept to completion,

　　collaborate with cross-functional teams to understand business objectives, user needs, and product requirements,

　　review the work of others to assure quality and embedding content design best practice within the organization.

　　About the team

　　This role is highly embedded within the Customer Service Content Experience team, working alongside UX Research, Data Insights, Content Strategists and Project Managers to deliver user centred content development projects. You'll connect with this team, as well as members of the wider editorial function within Customer Service to align, collaborate and deliver your work. As a team located throughout Europe and the Americas, we also work closely with our partner teams with APAC and the Middle East to deliver worldwide scopes of work.

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

　　Edinburgh, GBR | Edinburgh, MLN, GBR | Edinburgh, SCB, GBR | Edinburgh, WLN, GBR | London, GBR

　　Basic Qualifications

　　Experience in complex problem solving, and working in a tight schedule environment

　　Experience working cross functionally with tech and non-tech teams

　　Experience defining program requirements and using data and metrics to determine improvements

　　Experience in user-centred content design

　　Experience in managing senior stakeholders in cross-functional project

　　Preferred Qualifications

　　Experience building processes, project management, and schedules

　　Knowledge of UX design and research processes and experience collaborating with UX professionals

　　Experience in driving process improvements

　　Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

　　Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).