UX Designer

About This Role

This role is part of the UX Architecture and Operations team, where you will architect and design customer service experiences for millions of Audible customers worldwide. You will own the end-to-end design of Audible's global help centers, which are critical components for delivering a seamless Audible experience across local and international markets. Your designs will help customers solve problems faster, feel more understood, and enjoy smoother interactions with Audible, whether through self-service help centers, chat interfaces, or voice-enabled solutions.

Responsibilities

• Design and optimize the tools used by over 700 customer service agents operating 24/7 across Newark and international locations, ensuring systems are intuitive, efficient, and aligned with the Audible brand
• Push the boundaries of what is possible with AI and LLM technology while keeping the human experience at the center
• Reimagining help center architecture and content strategy frameworks
• Design conversational interfaces that resolve customer issues without agent intervention, driving exceptional customer experiences and significant operational efficiencies
• Design with empathy and attention to detail, measuring success in metrics and moments where technology serves human needs
• Bring curiosity and craft in equal measure, diving into the technical details of AI-powered experiences while maintaining focus on real people solving real problems
• Create customer service experiences that work seamlessly across languages, cultures, and touchpoints
• Pioneer new approaches that feel natural, helpful, and distinctly Audible

Requirements

• 3+ years of experience in a user experience designer, interaction designer, information architect, or similar design-related role
• Bachelor's degree or equivalent experience in a relevant field (UX Design, HCI, Design, or related discipline)
• Experience with modern design tools such as Figma, Stitch, Framer, etc.
• Experience using/architecting content publishing or content management systems to create, manage, and publish user-facing content
• Experience with information architecture principles and content organization
• Experience working directly with cross-functional teams including product managers, engineers, and stakeholders

Nice to have:

• Experience with conversational design (CxD) and conversational UI (CUI) for chatbots and voice interfaces
• Experience with content strategy frameworks and localization strategies for global audiences
• Experience with AI design tools such as Figma AI features, Claude, etc.
• Familiarity with GitHub, Git, or version control systems in general
• Knowledge of modern LLM technologies
• Experience designing scalable, multi-touchpoint experiences
• Experience with collaboration tools such as Jira/Confluence, Airtable, etc.
• Experience designing for accessibility and inclusive design principles
• Familiarity with service design methodologies and end-to-end journey mapping
• Experience working with global teams and designing for multiple languages, cultures, and markets

Benefits

• Sign-on payments and restricted stock units (RSUs)
• Comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• Paid time off
• Parental leave

About the Company

Audible is the leading producer and provider of audio storytelling, offering immersive, cinematic experiences to enrich customers' daily lives. It is a global company with an entrepreneurial spirit, passionate about the positive impact it can make for customers and neighbors. Audible supports a culture of creativity and inclusion built on its People Principles and mission to build more equitable communities.