Nichelle Song
Senior Product Designer · Enterprise Platforms & Workflow Systems
Summary
Product Designer with 8+ years designing enterprise platforms and AI-powered experiences at Amazon and Microsoft. I turn complex, high-stakes workflows into intuitive tools for the people who depend on them — leading end-to-end design for products serving 4M+ users and contributing to $10M+ in operational savings. I specialize in workflow simplification, responsible AI design, and research-driven product strategy.
Skills
- Product / UX Strategy
- Enterprise UX
- Workflow Simplification
- Information Architecture
- AI-Assisted & Conversational Design
- User Research
- Service Design
- Multi-Modal (Mobile + Desktop) Design
- Agile
- Mentorship
Tools: Figma · Prototyping · AI-assisted design through Claude
Experience
Amazon — IT Services
UX Designer II
- Lead UX for Amazon's internal IT support ecosystem serving 4M+ employees globally, owning strategy end-to-end from research through implementation.
- Own UX strategy for Amazon's IT Portal, redesigning employee support experiences to raise self-service resolution and reduce dependency on live support.
- Led migration strategy for 3,000+ knowledge articles, with roadmap planning to scale to 10,000+.
- Established reusable conversational and AI-assistance patterns — including transparency and error-recovery standards — enabling consistent, trustworthy AI experiences across Amazon IT products.
- Partner with 4 PMs, 4 TPMs, and 20+ engineers to align AI strategy with employee support workflows.
- Present research findings and recommendations to director-level stakeholders to build alignment.
Amazon — People Experience Technology
UX Designer II, UX Designer I
- Sole designer for Groups, Quiz, Media Player, and Content Authoring — from discovery through launch — partnering with product and engineering to define both strategy and execution.
- Defined the North Star vision for Amazon Learn, aligning stakeholders across learning, career development, and training organizations around a shared long-term strategy.
- Designed enterprise learning experiences supporting 40K administrators who deliver 9.67M annual training assignments to 3.4M learners across Amazon's global workforce.
- Helped consolidate 5+ legacy learning systems into one unified platform, contributing to $10M+ in operational savings.
- Conducted contextual field research with frontline fulfillment-center workers that informed launch decisions and future roadmap investments.
- Mentored interns and junior designers, contributing to successful full-time conversions.
Amazon Web Services — Sales
UX Designer I
- Owned the redesign of seller CRM workflows supporting 40K+ AWS sellers, from lead creation through opportunity management.
- Simplified complex contact-management workflows by eliminating unnecessary steps and improving task efficiency for high-volume sales teams.
- Influenced prioritization through customer research and usability testing.
- Partnered with 8 PMs and 40+ engineers; supported migration to a modernized seller platform with 100% adoption.
Microsoft (via TEKsystems + Insight Global)
Product Designer
- Designed multi-modal enterprise experiences across Microsoft Teams, Remote Desktop, and Windows Virtual Desktop — spanning desktop, web, and mobile.
- Conducted usability testing and experience audits across all three platforms.
- Shipped diagnostics experiences enabling IT administrators to troubleshoot user issues.
Providence Health & Services
UX Designer
- Used analytics, interviews, and usability research to improve high-stakes healthcare experiences.
- Designed patient-facing experiences supporting virtual care and cost transparency.
Education
University of Washington — M.S. Human Centered Design & Engineering
University of Washington — B.S. Informatics (Human-Computer Interaction)