Principal UX Designer, Amazon Customer Service ...

DescriptionAt Amazon, we strive to be Earth's most customer-centric company. The Amazon Customer Service Technology (CS Tech) UX team is key to that mission, defining UX both for customers and the customer service associates who help them. When our customers have problems, we make solutions self-evident, and when they need additional help, we ensure the best possible automation and human support. 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 customer service associates to efficiently resolve customer issues while setting the strategic direction for our UX practice. You will be responsible for designing next generation experiences that enable customer service associates to efficiently resolve our customers' issues. Many of your projects will involve developing generative AI solutions to improve the customer experience. You will help enable LLMs to author content to ensure every customer and associate gets exactly what they need, when and where they need it. Your work will provide AI assistance to help Amazon's customers receive consistent and quicker resolutions while empowering associates with the assistance they need. This Principal UX Designer position is uniquely positioned as a strategic leadership role with hands-on execution requirements. Key distinguishing factors include: u2022 Dual accountability: Setting strategic direction while actively designing to demonstrate quality standards and mentor other designers u2022 AI-first focus: Heavy emphasis on designing ML-powered interfaces and generative AI solutions for customer service u2022 Embedded partnership model: Expected to work as a peer with Principal Engineers and Product leaders from concept stage, not after decisions are made u2022 Associate-facing specialization: Designing tools that enable customer service associates to resolve issues efficiently u2022 Measurable business impact: Direct connection to metrics like Average Call Time (ACT), task completion rates, and associate satisfaction Key job responsibilities Strategic Leadership u2022 Help set the vision for associate-facing product experiences across our portfolio, and the underlying design systems u2022 Partner as a peer with Principal Engineers and Product leaders from concept to launch, influencing product direction before decisions are made u2022 Drive AI innovation by designing interfaces that leverage generative AI to improve customer service efficiency Hands-On Design Excellence u2022 Create user-centered designs incorporating telemetry data, customer feedback, and technical parameters u2022 Develop best-in-class user interface designs, flows, and interaction models for complex workflows u2022 Build lightweight prototypes and design deliverables in a fast-paced, agile environment u2022 Design UI architecture and interaction flows based on business requirements u2022 Create process flows, wireframes, and visual mockups to communicate interaction behaviors u2022 Present design solutions to stakeholders including executives for review u2022 Analyze interface challenges and develop measurable business-focused solutions u2022 Partner with business teams to define use cases and high-level requirements u2022 Translate abstract concepts into concrete, data-driven design solutions Collaboration & Influence u2022 Collaborate with and influence product management, engineering, and UX leaders from concept to launch u2022 Work directly with senior developers and architects for implementation of designs Team Development & Mentorship u2022 Raise the bar on UX design quality across the Customer Service organization u2022 Mentor and upskill designers, demonstrating what excellence looks like through hands-on work u2022 Help evolve how UX designers work, embracing new skills including AI/ML design practices u2022 Serve as a creative director responsible for design quality across the associate-facing product portfolio A day in the life You are an experienced Principal UX Designer with excellent user interface design skills and a desire to go deeply into understanding customer needs, then applying these insights to everything you do. Youu2019re able to focus on big-picture initiatives while also identifying and addressing crucial details. You are a systems-oriented thinker, who is happiest when solving ambiguous and multi-faceted problems. You love the challenge of simplifying highly technical problems in elegant ways that make customer experiences effortless and intuitive. The Impact You'll Make Your work will directly influence key business metrics: u2022 Reduce Average Call Time (ACT) through intuitive, well-designed associate experiences u2022 Improve Task Completion Rates and Perceived Usability scores u2022 Enhance associate satisfaction and retention by creating tools that empower rather than frustrate u2022 Accelerate team maturity by 2+ years through mentorship and leadership Why This Role Matters u2022 Customer Service is on a strategic journey to become more customer-obsessed, and this investment in Principal UX leadership is critical to that mission. You'll be joining at a pivotal moment where your expertise will: u2022 Transform the UX practice from good to great, establishing designers as true strategic partners u2022 Enable faster product development with higher quality outcomes u2022 Set an innovative vision for where Customer Service can go in the future u2022 Create lasting impact on both customer and associate experiences at Amazon scale 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 Qualificationsu2022 12+ years of design experience u2022 Deep expertise in designing complex workflows for enterprise or B2B applications u2022 Proven track record working embedded with engineering teams as a strategic partner from the concept phase u2022 Proficiency with current web and accessibility standards u2022 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 u2022 Experience working in a collaborative team and working directly with senior developers and architects for implementation of designs u2022 Fluency in best practices for design, as well as strong knowledge of usability principles and techniques u2022 Ability to influence technical decisions and push back constructively on engineering approachesPreferred Qualificationsu2022 Fluency in AI/ML concepts and experience designing intelligent, data-driven interfaces u2022 Hands-on mentorship experience that resulted in measurable skill development of junior designers u2022 Experience with UX design of complex workflows u2022 Experience defining and maintaining design patterns and UX standards u2022 Ability to turn around rigorous wireframes and mockups in an iterative, agile environment u2022 A masteru2019s degree in Design, Information Science, Computer Science/HCI, or a design-related discipline such cognitive psychology. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region youu2019re applying in isnu2019t listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, 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 . USA, TX, Austin - 164,000.00 - 221,800.00 USD annually USA, WA, Seattle - 164,000.00 - 221,800.00 USD annually

Created: 2026-02-06