Principal UX Designer, Amazon Customer Service Technology
Amazon · Seattle, WA · 2 wk ago
Art & CreativeFull-time
About the role
Join Amazon's Customer Service Technology (CS Tech) team as a Principal UX Designer, where you'll shape the future of customer service experiences for hundreds of millions of customers worldwide. This is a unique opportunity to lead the design of next-generation AI-powered tools that enable customers to efficiently resolve issues while setting the strategic direction for our UX practice.
Key job responsibilities
Strategic Leadership
- Help set the vision for associate-facing product experiences across our portfolio, and the underlying design systems
- Partner as a peer with Principal Engineers and Product leaders from concept to launch, influencing product direction before decisions are made
- Drive AI innovation by designing interfaces that leverage generative AI to improve customer service efficiency
Hands-On Design Excellence
- Create user-centered designs incorporating telemetry data, customer feedback, and technical parameters
- Develop best-in-class user interface designs, flows, and interaction models for complex workflows
- Build lightweight prototypes and design deliverables in a fast-paced, agile environment
- Design UI architecture and interaction flows based on business requirements
- Create process flows, wireframes, and visual mockups to communicate interaction behaviors
- Present design solutions to stakeholders including executives for review
- Analyze interface challenges and develop measurable business-focused solutions
- Partner with business teams to define use cases and high-level requirements
- Translate abstract concepts into concrete, data-driven design solutions
Collaboration & Influence
- Collaborate with and influence product management, engineering, and UX leaders from concept to launch
- Work directly with senior developers and architects for implementation of designs
Team Development & Mentorship
- Raise the bar on UX design quality across the Customer Service organization
- Mentor and upskill designers, demonstrating what excellence looks like through hands-on work
- Help evolve how UX designers work, embracing new skills including AI/ML design practices
- Serve as a creative director responsible for design quality across the associate-facing product portfolio
Qualifications
Basic Qualifications
- 12+ years of design experience
- Expertise in designing complex workflows for enterprise or B2B applications
- Proven track record working embedded with engineering teams as a strategic partner from the concept phase
- Proficiency with current web and accessibility standards
- Excellent communication, presentation, interpersonal, and analytical skills including the ability to communicate interactive design concepts clearly and persuasively across different audiences at varying levels of the organization
- Experience working in a collaborative team and working directly with senior developers and architects for implementation of designs
- Fluency in best practices for design, as well as strong knowledge of usability principles and techniques
- Ability to influence technical decisions and push back constructively on engineering approaches
Preferred Qualifications
- Fluency in AI/ML concepts and experience designing intelligent, data-driven interfaces
- Hands-on mentorship experience that resulted in measurable skill development of junior designers
- Experience with UX design of complex workflows
- Experience defining and maintaining design patterns and UX standards
- Able to turn around rigorous wireframes and mockups in an iterative, agile environment
- A master’s degree in Design, Information Science, Computer Science/HCI, or a design-related discipline such cognitive psychology