Principal UX Designer, Amazon Customer Service Technology

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.

Responsibilities

• 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
• 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
• Translate abstract concepts into concrete, data-driven design solutions
• 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

Requirements

• 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

Qualifications

• 12+ years of design experience
• 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
• Ability 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