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.

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

The Impact You'll Make

Your work will directly influence key business metrics:

• Reduce Average Call Time (ACT) through intuitive, well-designed associate experiences
• Improve Task Completion Rates and Perceived Usability scores
• Enhance associate satisfaction and retention by creating tools that empower rather than frustrate
• Accelerate team maturity by 2+ years through mentorship and leadership

About the team

The Customer Service UX team is made up of a diverse group of UX designers, researchers, writers, and program managers with a shared mission to make every experience we design intuitive, effortless, seamless, and empathetic. We trust each other, collaborate regularly, and work to ensure we all raise the bar on UX quality. We work hard, but also work hard to support each other, remain genuine, and create a positive culture of balance between work and the rest of life.

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
• Able 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