Christopher Lien
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Christopher Lien
Hey, I'm Chris

UX Design
that solves
real problems.

Sr. UX Design Manager at Amazon, building AI-first experiences for sellers worldwide. I lead teams, shape systems, and ship things that matter.

See my work About me →
Selected work
Case studies
PlatformUX Leadership
Amazon Customer Care Center
Every time a customer contacts Amazon, a Customer Service Associate uses a tool to help them. That tool was broken. I led the UX redesign that replaced it, building a platform now used by hundreds of thousands of associates across 23 countries.
35% reduction in handle timeDeployed across 23 countries
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Design LeadershipOrg Design
Scaling Amazon Customer Care Center
Growing a UX team from 1 to 15 designers across 5 verticals: the studio model, org structure, and design infrastructure that made the platform scale.
1 to 15 designers5 business verticals
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03
Amazon Customer Care Center + AI
AIPlatform
Amazon Customer Care Center + AI
With the platform established, we started asking what AI could do for the associates using it. I led four AI design initiatives, a policy assistant, a contact summarizer, a human-in-the-loop automation tool, and a predictive resolution engine, each built to work across every CS team, not just one.
78% faster resolution80% automation rate
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04
Seller Assistant
AIAgentic
Seller Assistant
Expanded Amazon's AI chat into an agentic workflow engine spanning 11 seller organizations. Sellers can resolve compliance issues, manage listings, and diagnose account health without leaving the conversation.
90% action acceptance rate47 sec median resolution
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05
Canvas
AIGenerative UI0 to 1
Canvas
A generative UI framework for Amazon's seller-facing AI. Designed to turn complex multi-step workflows into real-time, readable canvases that sellers can act on directly.
Launched US and UKSpans 5 business lines
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About me

I build teams and ship things that matter.

I build design teams and ship products at the intersection of AI, complexity, and human behavior. At Amazon I lead design, research, program management, and design technology across 11 product areas.

I'm drawn to problems where the organizational and design challenges are the same problem. Based in Seattle. Dad of two. I care a lot about the craft.

Amazon
Sr. Manager, UX, Seller Experience
2025–Now
Amazon
UX Design Manager, Customer Service
2020–25
Amazon
Sr. UX Design Lead, Customer Service & Kindle
2016–20
Fluke Corporation
UX Designer
2015–16
Microsoft
Design Consultant, Pacific Northwest
2011–15