Christopher Lien

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Hey, I'm Chris!

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Sr. UX Design Manager at Amazon. I lead cross-functional design teams, define strategy across complex product ecosystems, and ship AI-first experiences used by millions.

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Case studies

PlatformUX Leadership

Amazon Customer Care Center

Every Amazon customer contact runs through one tool. That tool was a mess. My team rebuilt it from scratch — new framework, new interaction model, shipped to 23 countries. Handle time dropped 35%.

35% reduction in handle timePlatform, 0 to 1

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Amazon Customer Service
AI by Design

AIDesign Strategy

Amazon Customer Service — AI by Design

We added intelligence where associates actually needed it — in the moment, on the contact, not in a separate tool. Four features. Each one surfaces the right answer at the right time and gets out of the way.

78% faster resolutionAI shipped to production

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Seller
Assistant

Seller Assistant

Sellers spend too much time managing Amazon and not enough time running their business. We built an AI that handles the operational work — compliance, inventory, account health — so sellers can focus on selling.

90% approval rate47 sec to resolution

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AIGenerative UI0 to 1

We built a system where sellers ask a question and the UI builds itself around the answer. Not a dashboard. Not a report. A canvas — assembled in real time, specific to what you asked, with something to do at the end.

0 to 1 launchAI, generative UI

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Design LeadershipOrg Design

Building and Scaling a UX Organization

A CS platform covering 35 organizations needs more than one designer. This is how we built the design infrastructure — coverage, quality standards, and a studio model — that let the platform actually scale.

1 to 15 designersCross-functional leadership

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About me

I lead design teams that ship AI-first products people trust with decisions that matter.

I build design teams and ship products at the intersection of AI, complexity, and human behavior.

The problems I'm drawn to are ones where the design challenge and the organizational challenge are the same problem. I've built teams from scratch, defined frameworks that scaled across 11 organizations, and championed AI experiences that people actually trust. Based in Seattle. Dad of two.

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

Design Consulting

Independent, Pacific Northwest

2011–15