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. You're 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.