Principal UX Designer, Amazon Delivery Customer Experiences

About the role

Amazon Delivery's Customer Experiences team (ADX CX) is seeking a Principal Designer to reimagine how millions of customers engage with their purchases across the entire post-purchase journey, transforming everyday moments into experiences customers can genuinely look forward to. In this role, you'll lead the strategic vision for post-purchase experiences spanning order tracking, delivery management, and returns. You'll scale design systems to empower teams across Amazon's retail business with consistent, accessible patterns and champion AI enablement to augment customer experiences and team capabilities. Your impact will extend beyond crafting intuitive solutions as you collaborate with senior leaders, mentor UX designers, and uncover deep customer insights to reshape how people interact with their orders at scale.

Responsibilities

• Establish design strategy and vision to inspire and deliver impactful experiences for customers by producing design artifacts, research, and innovation activities.
• Identify cross-organization opportunities and align scalable solutions across programs and organizations to ensure cohesive customer experiences.
• Develop and maintain a rising quality of design standards, including accessibility, UX guidelines, and CX metrics across teams and partners.
• Present and defend design recommendations to partners, stakeholders, and executive leadership for alignment, feedback, and approvals.
• Partner with business and technology teams to leverage scale for new innovations without compromising core experience principles.
• Exemplify and advocate for ideal design standards and operations in partnership with leaders across the organization.
• Educate teams and maintain points of view on the use of emerging and evolving technologies for CX innovation, such as AI and LLM.

About the team

The Amazon Delivery’s Customer Experience team (ADX CX) is a diverse group of designers and researchers that share experiences and help each other succeed. We operate within the broader Amazon Delivery Experience design organization, which includes teams focused on operational and transportation experiences critical to the holistic delivery journey. We value individuals who drive inspiration, collaboration, and connection by bringing their authentic selves to work and respecting everyone’s unique voices. We embrace complex problems, thrive in fast-evolving environments, take action, and learn from mistakes. We champion the customer voice (spoken and unspoken) through objective insights that inform collective design and increase customer empathy across Amazon. Our creative work impacts millions of customers worldwide.

Requirements

• 10+ years of design experience.
• Available online portfolio for review.
• Knowledge of usability principles and techniques.
• Experience defining design patterns and maintaining UX standards.
• Experience with best practices for Product and Experience Design, including User Interfaces, Information Architecture, and Interaction Design.
• Experience in end-to-end design projects from shaping business/design strategy through execution.
• Knowledge of best practices for information architecture and product design.
• Experience designing and prototyping with tools such as Figma, Photoshop, Illustrator, Proto.io, HTML, or similar.

Preferred Qualifications

• Experience designing customer-facing retail products.
• Experience presenting to and effectively advising executives and senior leaders within and outside of design.
• Experience providing and effectively communicating strategic and tactical recommendations based on data.

Pay

Base salary range: $164,000.00 - $221,800.00 USD annually (Bellevue, WA). Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on experience, qualifications, and location.

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional supplemental life plans).
• Employee Assistance Program (EAP), Mental Health Support, and Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.

Learn more about our benefits at amazon.jobs/en/benefits.