Chelsie Messenger

About Chelsie Messenger

I’m a customer and user researcher with proven experience transforming human insights into business impact. Currently, I lead a generative AI research roadmap for Amazon Devices and Services Customer Experience, delivering actionable insights that optimize customer experience, shape product go-to-market strategies, and drive rapid response to emerging shopping trends. Previously, I\'ve helped B2B SaaS and Fortune 100 companies uncover product and services opportunities, design with empathy, and drive smarter decision-making. My research has contributed to over $3 million in first-year revenue, more than $5 million in annual operational savings, and up to $146 million in new market opportunities.I bring a collaborative and curious mindset to every challenge, whether building a research practice from the ground up, mentoring high-performing teams, or partnering with executives to inform long-term strategy. My expertise spans qualitative and mixed-methods research, experience strategy, customer journey mapping, service design, and financial/ROI modeling.I’m passionate about scaling research in complex environments, designing inclusive experiences, pursuing ethical AI applications, and driving holistic understanding across customer, employee, and system interactions to inform meaningful, end-to-end solutions. If you\'re working on complex problems that need a human-centered lens, I’d love to connect. Open to roles in UX Research, Experience Strategy, or hybrid Insight & Innovation positions.

Experience

1. Senior Researcher, Ai Shopping Experiences

   Amazon

   Jun 2025 — Present · Seattle, WA, US

   Lead mixed methods and qualitative research initiatives spanning consumer shopping behaviors, brand strategy, marketing, and customer experience. Own the generative AI research roadmap for Amazon Devices and Services Customer Experience, delivering actionable insights that optimize customer experience, shape product go-to-market strategies, and drive rapid response to emerging shopping trends. Lead a customer insights and LLM benchmarking program that assesses the impact of AI on the shopping journey, tracks cross-brand AI visibility, and translates findings into strategic recommendations for experience and content optimization. Drive internal AI-powered research transformation through (internal and third-party) platform selection and operational process optimization, leading to a 125% increase in research team capacity. Establish best practices for hybrid AI- and human-moderated study design.

Education

• Clemson University

  Master of Arts (MA), Writing, Rhetoric, and Media

• Harvard Business School

  Certificate, Organizational Leadership

• Maranatha Baptist University

  Bachelor of Science (BS), English

Skills

• Curriculum Design
• Business Analysis
• Visual Design
• Teaching
• Eye Tracking
• Information Design
• Editing
• User Experience
• Scrum
• Workforce Evaluation
• E-Learning
• Think Aloud
• Technical Writing
• Html
• Usability
• Requirements Gathering
• Research
• Sql
• Indesign
• Information Architecture
• Public Speaking