Principal UX Designer, Customer Service Technology

Principal UX Designer, Amazon Customer Service Technology

Job  |  Services LLC

At Amazon, we strive to be Earth's most customer-centric company. The Amazon Customer Service Technology (CS Tech) UX team defines UX for customers and the customer service associates who help them. When 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 CS Tech team as a Principal UX Designer to shape the future of customer service experiences for hundreds of millions of customers worldwide. 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 projects will involve developing generative AI solutions to improve the customer experience and enabling LLMs to author content to ensure customers and associates get what they need, when and where they need it.

This role is a strategic leadership position with hands-on execution requirements, featuring:

• Dual accountability:
  Setting strategic direction while actively designing to demonstrate quality standards and mentor other designers
• AI-first focus:
  Designing ML-powered interfaces and generative AI solutions for customer service
• Embedded partnership model:
  Working as a peer with Principal Engineers and Product leaders from concept stage
• Measurable business impact:
  Direct connection to metrics like Average Call Time (ACT), task completion rates, and associate satisfaction

Key job responsibilities

• Help set the vision for associate-facing product experiences across the 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

• 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

• 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

• 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 UI design skills and a desire to deeply understand customer needs, applying insights to everything you do. You focus on big-picture initiatives while addressing crucial details, think systemically, and enjoy solving ambiguous, multi-faceted problems. You aim to simplify 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:

• Reduce Average Call Time (ACT) through intuitive, well-designed associate experiences
• Improve task completion rates and perceived usability
• Enhance associate satisfaction and retention by creating empowering tools
• Accelerate team maturity by 2+ years through mentorship and leadership

Why This Role Matters

• Customer…