Amazon · 4 months ago
Principal UX Designer, Amazon Customer Service Technology
Seattle, Washington, USA
Full-time
Onsite
Lead/Staff
$164K/yr - $222K/yr
12+ years expAmazon is striving to be Earth's most customer-centric company, and they are seeking a Principal UX Designer to shape the future of customer service experiences. This role involves designing AI-powered tools for customer service associates and leading the strategic direction for the UX practice.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
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
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
Qualification
Required
12+ years of design experience
Deep 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
Preferred
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 master's degree in Design, Information Science, Computer Science/HCI, or a design-related discipline such cognitive psychology
Benefits
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
Parental leave
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
Inside INdiana Business
2026-02-06
Company data provided by crunchbase