Principal UX Designer, Amazon Customer Service Technology

At 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 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 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:

• \tDual accountability: Setting strategic direction while actively designing to demonstrate quality standards and mentor other designers

• \tAI-first focus: Heavy emphasis on designing ML-powered interfaces and generative AI solutions for customer service

• \tEmbedded partnership model: Expected to work as a peer with Principal Engineers and Product leaders from concept stage, not after decisions are made

• \tMeasurable business impact: Direct connection to metrics like Average Call Time (ACT), task completion rates, and associate satisfaction

Key job responsibilities

Strategic Leadership

• \tHelp set the vision for associate-facing product experiences across our portfolio, and the underlying design systems

• \tPartner as a peer with Principal Engineers and Product leaders from concept to launch, influencing product direction before decisions are made

• \tDrive AI innovation by designing interfaces that leverage generative AI to improve customer service efficiency

Hands-On Design Excellence

• \tCreate user-centered designs incorporating telemetry data, customer feedback, and technical parameters

• \tDevelop best-in-class user interface designs, flows, and interaction models for complex workflows

• \tBuild lightweight prototypes and design deliverables in a fast-paced, agile environment

• \tDesign UI architecture and interaction flows based on business requirements

• \tCreate process flows, wireframes, and visual mockups to communicate interaction behaviors

• \tPresent design solutions to stakeholders including executives for review

• \tAnalyze interface challenges and develop measurable business-focused solutions

• \tPartner with business teams to define use cases and high-level requirements

• \tTranslate abstract concepts into concrete, data-driven design solutions

Collaboration & Influence

• \tCollaborate with and influence product management, engineering, and UX leaders from concept to launch

• \tWork directly with senior developers and architects for implementation of designs

Team Development & Mentorship

• \tRaise the bar on UX design quality across the Customer Service organization

• \tMentor and upskill designers, demonstrating what excellence looks like through hands-on work

• \tHelp evolve how UX designers work, embracing new skills including AI/ML design practices

• \tServe 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 You'll Make

Your work will directly influence key business metrics:

• \tReduce Average Call Time (ACT) through intuitive, well-designed associate experiences

• \tImprove Task Completion Rates and Perceived Usability scores

• \tEnhance associate satisfaction and retention by creating tools that empower rather than frustrate

• \tAccelerate team maturity by 2+ years through mentorship and leadership

Why This Role Matters

• \tCustomer 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:

• \tTransform the UX practice from good to great, establishing designers as true strategic partners

• \tEnable faster product development with higher quality outcomes

• \tSet an innovative vision for where Customer Service can go in the future

• \tCreate 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 QUALIFICATIONS

• \t12+ years of design experience

• \tExpertise in designing complex workflows for enterprise or B2B applications

• \tProven track record working embedded with engineering teams as a strategic partner from the concept phase

• \tProficiency with current web and accessibility standards

• \tExcellent 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

• \tExperience working in a collaborative team and working directly with senior developers and architects for implementation of designs

• \tFluency in best practices for design, as well as strong knowledge of usability principles and techniques

• \tAbility to influence technical decisions and push back constructively on engineering approaches

PREFERRED QUALIFICATIONS

• \tFluency in AI/ML concepts and experience designing intelligent, data-driven interfaces

• \tHands-on mentorship experience that resulted in measurable skill development of junior designers

• \tExperience with UX design of complex workflows

• \tExperience defining and maintaining design patterns and UX standards

• \tAbility to turn around rigorous wireframes and mockups in an iterative, agile environment

• \tA master's 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 you're applying in isn't 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