Principal UX Designer, Amazon Delivery Customer Experiences

Have you ever experienced the delight of knowing you'll get a delivery exactly when and how you wanted it? Amazon Delivery's Customer Experiences team (ADX CX) is seeking our next Principal Designer to reimagine how millions of customers engage with their purchases across the entire post-purchase journey, transforming everyday moments into experiences customers can genuinely look forward to.

In this role, you'll lead the strategic vision for post-purchase experiences spanning order tracking, delivery management, and returns. A key part of this role involves scaling our design systems to empower teams across Amazon's retail business with consistent, accessible patterns. You'll also champion AI enablement, exploring how emerging technologies can augment customer experiences and team capabilities.

Your impact will extend beyond crafting intuitive solutions, you'll collaborate with senior leaders and diverse teams to connect evolving customer needs with emerging technologies. You'll mentor UX designers, serve as the connective force between teams, and uncover deep customer insights to turn ambitious concepts into seamless features, reshaping how people interact with their orders at scale.


Key job responsibilities
As a cornerstone of design leadership for our team and the broader Amazon Delivery Experience design organization, you will:
• Establish design strategy and vision to inspire and deliver impactful experiences for the customer by delivering on design artifacts, research, and innovation activities
• Identify cross-organization opportunities and align scalable solutions across programs and organizations to ensure a cohesive customer experiences
• Develop and maintain a rising quality of design standards including accessibility, UX guidelines, and CX metrics across teams and partners
• Present and defend design recommendations to partners, stakeholders, and executive leadership for alignment, feedback, and approvals
• Partner with business and technology teams to leverage scale for new innovations without compromising core experience principles
• Exemplify and advocate for ideal design standards and operations in partnership with leaders across the organization
• Educate teams and maintain points of view on the use of emerging and evolving technologies for CX innovation like AI, LLM, and more

About the team
The Amazon Delivery’s Customer Experience team (ADX CX) team is a diverse group of designers and researchers that share our experiences and help each other succeed. We operate within the broader Amazon Delivery Experience design organization that includes teams focused on operational and transportation experiences critical to the success of the holistic delivery journey. We value individuals who drive inspiration, collaboration, and connection by bringing their authentic selves to work and respecting everyone’s unique voices. We love complex problems, growing in fast-evolving environments, taking action, and learning from mistakes. We champion the customer voice (spoken and unspoken) through objective insights that inform the collective design and increase customer empathy across Amazon. Our creative work impacts millions of customers worldwide and we are proud to be a part of it.

Basic Qualifications

- 10+ years of design experience
- Available online portfolio for review
- Knowledge of usability principles and techniques
- Experience defining design patterns and maintaining UX standards
- Experience with best practices for Product and Experience Design (including User Interfaces, Information Architecture, and Interaction Design).
- Experience in end-to-end design projects from shaping business/design strategy through execution
- Knowledge of best practices for information architecture and product designExperience designing and prototyping with tools such as Figma, Photoshop, Illustrator, Proto.io, HTML, or similar

Preferred Qualifications

- Experience designing customer facing retail products.
- Experience presenting to and effectively advising executives and senior leaders within and outside of design.
- Experience providing and effectively communicating strategic and tactical recommendations based on data

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Re