Sr. Creative Designer, Amazon Customer Service

Description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high-quality, and delightful experience across all of our channels, in every interaction.

Internally, behind every critical leadership moment, campaign, and program that connects CS employees worldwide, there is a Creative & Marketing team turning strategy into engaging experiences. We are hiring a Sr. Creative Designer to join the Creative & Marketing team within Org Enablement.

This role leads the creative direction and production of video, motion graphics, and live event experiences that drive engagement and connection across Amazon Customer Service. You will partner with communications strategists, learning designers, and program managers to translate organizational priorities into compelling visual content, from leadership videos and engagement and learning campaigns to on-location event production.

In this role, you will concept, direct, produce, and deliver work from start to finish, making brand and creative trade-off decisions along the way. The ideal candidate brings strong skills across camera production, video editing, and motion design in After Effects, and thrives in a fast-paced environment. You will co-create briefs and creative direction with stakeholders as the subject matter expert, and you will design compelling creative proposals to drive engagement with critical CS priorities and programs. You will use your judgment to move work forward when objectives are broad, timelines are shifting, or stakeholder needs are still forming.

Application Requirement: Online portfolio demonstrating motion graphics, video production, and event design work.

Key job responsibilities
- Lead creative direction for CS and Org Enablement programs at the initiative level. Co-create briefs with stakeholders, develop creative proposals, and execute the content or experience. Direct the creative output of internal partners so every deliverable connects to campaign objectives and business outcomes. Synthesize research, stakeholder feedback, and performance data into insights that shape future content.

- Own video production end to end, in the studio and on location. Produce content for leadership communications, live events, campaigns, and learning experiences. Work across the creative stage (creative pitches, concept, storyboard, script, art direction) and the production and post production stage (camera, lighting, audio, editing, and motion design in Adobe After Effects and Premiere Pro, and tools such as Vyond and Synthesia).

- Lead event design and production of live leadership moments such as Town Halls and summits. Work across creative disciplines and with cross-functional partners from early concept and stage design through on-site capture, audio and visual setup, and post-event delivery.

- Build scalable creative systems. Develop motion design templates and integrate AI tools into creative workflows to drive efficiencies and keep the brand complaint and consistent at scale.

- Hold a high creative bar. Make sound creative decisions in ambiguous, fast-changing environments while maintaining brand and quality standards. Influence senior stakeholders without direct authority, and fully commit to decisions once they are made.

- Operate with production discipline. Build workback plans that account for stakeholder review cycles, manage several projects at once, and mentor team members on motion and video best practices.

A day in the life
You start the day at the team stand-up, reviewing priorities and new requests in the project queue. After stand-up, you might direct a leadership message shoot in the studio. You set up the camera, lighting, and audio, coach the speaker on delivery, and capture several takes. In the afternoon, you could be editing a video for an campaign or learning program and incorporating feedback from a recent stakeholder review.

Many briefs start out broad, so you often help shape them. You meet with communications and learning partners to define what success looks like, then come back with a creative proposal and storyboard that show how the work will meet that goal. Between projects, you build templates that help the team move faster, try AI enhancements with creative tools, and share what you learn with junior designers. Some weeks include travel for live events, where you handle stage design, audiovisual setup, and on-site filming, then see the work through to post-event delivery.

About the team
The Creative & Marketing team, part of Org Enablement, operates as an internal creative and content agency for Amazon Customer Service. Our mission is to turn CS priorities into experiences that help employees understand, stay informed and connect with the CS vision.

We partner with stakeholders across CS from the first brief through final delivery. Every project starts with strategy. We define the audience, the message, and the channels that will reach them. We then bring that strategy to life through creative direction, visual design, motion graphics, video, live events, and campaigns built to scale. We also maintain the CS brand and the templates and tools that help leaders communicate with their teams across the globe.

We work alongside communications, learning design, program management, and product teams to create content that builds connection and engagement across organization.

We're a high-performing creative team that values customer obsession, innovation, and trusted partnerships with our stakeholders across CS.

If you love building creative work that brings a global organization together, we'd love to hear from you.

Basic Qualifications

- Experience with asset management, design workflows, or partnering with creative teams
- 4+ years of experience in motion design, video production, or visual design, with a comprehensive portfolio.
- Proficient with Adobe Creative Suite (Photoshop, Illustrator, InDesign, After Effects and Premiere Pro) Figma, and Microsoft products (like Outlook, SharePoint, PowerPoint).
- Experience in video production, live streaming technologies (including stage design, audio/visual setup), studio workflows, edit and post- production techniques, and production planning.
- Experience working cross-team and synthesizing feedback and/or performance data (metric tests, research studies), to steer the direction of future creative content.
- Experience in creating content and experiences for internal communications and leadership development, including live events, Town Halls, and multi-channel campaigns.

Preferred Qualifications

- Experience in driving compelling creative strategy and execution at an agency or in-house creative team
- A degree or certification in graphic design, mass communication, film production, or equivalent.
- Experience with Creative tools such as Vyond, Synthesia.
- Experience with accessibility standards and implementation.
- Knowledge of AI-assisted creative tools and workflows.
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines.
- Experience communicating complex information and solutions to senior stakeholders and influencing decisions.
- Experience as a subject-matter expert in one or more design disciplines, supporting teams, solving creative challenges, and mentoring emerging designers.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.