Jennifer McLean Oliver

About Jennifer McLean Oliver

I’ve spent over 20 years at the intersection of human behavior and complex technology. With a PhD in Experimental Cognitive Psychology and a background in software engineering, I bridge the gap between deep understanding of human needs and scalable product execution.My tenure at AWS and Microsoft has been defined by leading high-performing teams through the complexities of AI, Mixed Reality, and Enterprise ecosystems. I don’t just design for the individual; I’ve developed a Human-Centered Design (HCD) framework that accounts for collective user structures and organizational roles—ensuring products help drive outcomes for the group, not just the individual.By the numbers:15+ years of research-driven UX strategy.7+ years of people management, building collaborative, high-trust teams.Specialized Expertise: AI (6+ yrs), Mixed Reality (4+ yrs), and E-commerce (4+ yrs).I believe the best results stem from \"Empathy for Everyone.\" When we prioritize the well-being of our partners and teammates as much as our users, we create products that truly move the needle.

Experience

1. Sr Mgr Ux Research & Design - Aws Support

   Amazon Web Services (AWS)

   Dec 2024 — Present

   Leading the global UX Research and Design organization responsible for redefining the AWS Support experience. My team is currently at the forefront of AWS’s evolution, blending cutting-edge Generative AI with world-class human expertise to create a more proactive, intelligent, and effortless cloud operations environment.Key Contributions & Impact:GenAI Integration Strategy: Spearheading the UX strategy to integrate generative AI capabilities into the AWS Support ecosystem, ensuring AI-driven insights are intuitive, trustworthy, and solve high-stakes customer pain points.Product Launch Leadership: Directed the end-to-end research and design for the major evolution of Business Support+, Enterprise Support, and Unified Operations plans.High-Stakes Experience Design: Orchestrated the UX for the new Security Incident Response offering and the industry-leading 5-minute response time workflows for critical incidents within Unified Operations.Human-Centered AI: Applied deep cognitive psychology principles to ensure that as we automate and accelerate support through AI, we maintain the \"trusted advisor\" relationship that AWS customers depend on.Cross-Functional Synergy: Partnered closely with VP-level leadership and Engineering to align the design roadmap with a new vision for \"proactive and intelligent\" cloud support.

Education

• University of Colorado Boulder

  BS Applied Math / Engineering

• Landmark

  Leadership Development

• University of Washington

  PhD Cognitive Psychology, MS Applied Math