Sr. UX Researcher - Selling Partner Experience

ABOUT THE TEAM:
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world-class support, and building loyalty with Amazon's millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.
In CTPS, Abuse Prevention (AP)'s mission is to protect the trust customers and selling partners have in our stores. We view abuse attempts as defects in systems or operations, and the core value we add to Amazon is the ability to prevent these defects and eliminate them before they impact our customers and selling partners. We always seek to engage, educate, and improve the behaviors of selling partners. However, we take immediate action on intent to commit fraud, to prevent negative impact to customers and other selling partners.

ABOUT THE ROLE:
We are looking for an enthusiastic researcher to take a fresh-eyed look at the complex world of Abuse Prevention and trying to make it easier and more transparent for every Amazon Selling Partner and customer. The Sr. UX Researcher - Selling Partner Experience role will be leading research strategy and building research mechanisms to influence and shape business strategy of the Abuse Prevention organization across the globe. As a successful candidate, you will possess endless curiosity and passion for robust user research. You will influence business strategy by taking ownership of ambiguous business problems and identifying opportunities to drive innovation through research. You should have strong background in the full end-to-end process of conducting design research and be capable of building and executing research mechanisms from scratch. You should be equally comfortable executing research logistics (building participant pools, scheduling, communicating research findings). You should also have an entrepreneurial spirit to create new solutions, has an unrelenting tenacity to get things done, and is a pioneer to solve complex problems through innovation. What we need is a researcher who can own the full research process and leave our senior leadership team and stakeholders with clear, empathetic, and actionable insights. The ideal candidate for this role will:
* Own long term vision and strategy of AP UX research, build research mechanisms, develop and execute research roadmap from scratch, guide product development from ideation through launch, including strategic generative research that shapes product roadmaps and sparks ideas for new products and services.
* Help leadership determine the right research questions to ask, creating long-term research roadmaps and opportunity frameworks that align to and inform business strategy and goals.
* Synthesize a wide range of data and anecdotes to perform quick and thorough analyses leading to focused, insightful, and actionable findings.
* Define and execute (and, as necessary, invent) research methods appropriate to the questions at hand, including but not limited to field work, interviews, surveys, usability testing, RITE studies, heuristic evaluations, and A-B tests/experiments.
* Translate insights into measurable customer experience outcomes aligned to business goals.
* Work collaboratively with a cross-functional team of business partners, product/program owners, developers and UX designers to develop innovative end-to-end solutions that address top outcomes, and iteratively design and test these solutions until outcomes are achieved or hypotheses are proven wrong.
* Persuade decision makers at all levels of the organization to take aligned action on research findings - inspire them and help them internalize opportunities to delight customers and differentiate our service.
* BA/BS in psychology, sociology, human computer interaction, anthropology, or related discipline.
* 5+ years of hands-on experience in lab-based user testing, remote testing, concept evaluation, field research, and survey design
* Experience to distill clear customer needs from large, diverse data sets (e.g., behavioral/telemetry, survey, qualitative interviews/usability, statistics) to provide inputs that solve complex business problems
* Proven ability to influence business strategy by taking ownership of ambiguous business problems and identifying new opportunities for research to inform decision-making at all levels within an organization
* Proven ability to make trade-offs between experimental rigor and the need to quickly derive actionable insights that reduce project and/or product risk.
* Proven ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization - both verbal and written.

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