Principal UX Designer, Amazon Customer Service Technology

At Amazon we strive to be Earths 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 Amazons Customer Service Technology (CS Tech) team as a Principal UX Designer where youll 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.

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 Amazons 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:
Dual accountability: Setting strategic direction while actively designing to demonstrate quality standards and mentor other designers
AI-first focus: Heavy emphasis on designing ML-powered interfaces and generative AI solutions for customer service
Embedded partnership model: Expected to work as a peer with Principal Engineers and Product leaders from concept stage not after decisions are made
Measurable business impact: Direct connection to metrics like Average Call Time (ACT) task completion rates and associate satisfaction


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

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. Youre 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 Youll 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

Why This Role Matters
Customer Service is on a strategic journey to become more customer-obsessed and this investment in Principal UX leadership is critical to that mission. Youll be joining at a pivotal moment where your expertise will:
Transform the UX practice from good to great establishing designers as true strategic partners
Enable faster product development with higher quality outcomes
Set an innovative vision for where Customer Service can go in the future
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.

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

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 masters 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 youre applying in isnt 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 TX Austin - 164000.00 - 221800.00 USD annually
USA WA Seattle - 164000.00 - 221800.00 USD annually