Sr. UX Designer, Customer Engagement Technology at Amazon

📍 Job Overview

Job Title: Sr. UX Designer, Customer Engagement Technology

Company: Amazon

Location: Austin, Texas, United States; Seattle, Washington, United States

Job Type: Full-time

Category: UX Design / Product Design

Date Posted: 2025-06-14T00:00:00

Experience Level: Senior (8+ years)

Remote Status: On-site

🎨 Role Summary

Lead the user experience design for Amazon Flex delivery partners encountering issues, ensuring a seamless and efficient workflow within the mobile application.
Drive cross-functional collaboration with product management, engineering, research, and other design teams to define and deliver innovative and customer-centric solutions.
Apply systems-level design thinking to create scalable and intuitive interfaces that integrate seamlessly with existing Amazon transportation technologies and customer service tools.
Champion design best practices, advocate for the user, and contribute to the overall design craft and process maturity within the Customer Service UX Studio.

📝 Enhancement Note: The role summary emphasizes the strategic importance of this senior role, focusing on leadership, cross-functional collaboration, and systems thinking, typical of senior-level UX positions at a large technology company like Amazon. The focus on "Customer Engagement Technology" within the Amazon Flex context highlights the intersection of user experience for delivery partners and the underlying technology enabling customer service interactions.

🖼️ Primary Responsibilities

Design end-to-end user flows, wireframes, interactive prototypes, high-fidelity visual designs, and detailed UI specifications for native iOS and Android applications used by Amazon Flex delivery partners.
Lead conceptual development sessions, bringing together design, business, content, and technology stakeholders to explore innovative solutions, including the application of generative AI where relevant.
Translate complex user needs, business requirements, and technical constraints into simple, elegant, and highly usable design solutions that enhance the overall delivery partner experience.
Conduct user research activities, analyze findings, and synthesize insights to inform design decisions, developing and working from detailed user profiles and understanding the entire user journey.
Collaborate closely with engineering teams throughout the development lifecycle, providing design guidance, reviewing implementations, and ensuring the final product meets design specifications and quality standards.
Contribute to and evolve the team's design system and pattern library, ensuring consistency, scalability, and efficiency in design execution.
Present design concepts and strategies effectively to stakeholders at various levels, clearly articulating design rationale and advocating for user needs.

📝 Enhancement Note: The responsibilities are detailed to reflect the expectations of a Senior UX Designer at Amazon, including a strong emphasis on mobile design for both iOS and Android, cross-functional leadership, the integration of emerging technologies like generative AI, and a deep understanding of the user journey within a complex logistics ecosystem. The inclusion of contributing to a design system is a standard expectation for senior roles in large design organizations.

🎓 Skills & Qualifications

Education: While a Bachelor's or Master's degree in Human-Computer Interaction, Graphic Design, Interaction Design, or a related field is often preferred, Amazon emphasizes practical experience and a strong portfolio demonstrating a deep understanding of UX principles and processes.

Experience: A minimum of 8 years of professional experience in UX design or a related field, with a proven track record of designing and launching successful digital products, particularly mobile applications. Experience designing complex workflows and enterprise-level systems is highly preferred. A compelling online portfolio showcasing your design process, problem-solving skills, and the impact of your work is essential.

Required Skills:

Extensive experience in end-to-end UX design, including user research, wireframing, prototyping, visual design, and usability testing.
Proficiency with industry-standard design and prototyping tools (e.g., Figma, Sketch, Adobe Creative Suite - Photoshop, Illustrator, InDesign).
Ability to create interactive prototypes using tools like InVision, Axure, or by hand-coding with HTML, CSS, and JavaScript.
Demonstrated ability to lead design initiatives and work effectively in a fast-paced, ambiguous environment.
Strong understanding of mobile design patterns and platform-specific guidelines (iOS and Android).
Excellent communication, presentation, and interpersonal skills, with the ability to articulate design decisions and collaborate effectively with diverse teams.
Experience working with agile development methodologies (e.g., Scrum).

Preferred Skills:

Experience designing for logistics, transportation, or complex operational workflows.
Experience applying generative AI or other emerging technologies in design solutions.
Experience contributing to or maintaining design systems and component libraries.
Background in user research or experience conducting various research methodologies.
Experience mentoring junior designers or leading design projects.

📝 Enhancement Note: The qualifications section is expanded to provide more context around education, experience, and the importance of a portfolio for design roles. The required and preferred skills are itemized for clarity, incorporating specific design tools and methodologies relevant to a senior UX role at a large tech company. The preference for experience with complex workflows and agile aligns with the context of the role within Amazon's operations.

🎨 Portfolio & Creative Requirements

Portfolio Essentials:

Your online portfolio should feature a selection of case studies that clearly demonstrate your end-to-end design process, showcasing your involvement from problem definition and research through ideation, prototyping, testing, and final implementation.
Include projects that highlight your experience designing for complex mobile applications (iOS and Android), ideally showcasing your understanding of native platform patterns and guidelines.
For each project, clearly articulate the problem you were solving, your role in the project, the design decisions you made, the impact of your work, and any relevant metrics or user feedback.
Showcase your visual design skills with high-fidelity mockups and prototypes, demonstrating attention to detail, typography, color, and layout, while maintaining a focus on usability and accessibility.
If possible, include examples of your work on systems-level design, demonstrating how your solutions contribute to a larger product ecosystem or design system.

Process Documentation:

Document your research and discovery phase, including user interviews, surveys, competitive analysis, and synthesis of findings that informed your design direction.
Illustrate your ideation process through sketches, wireframes, and low-fidelity prototypes, showing how you explored different solutions and iterated based on feedback.
Detail your validation and testing approaches, including usability testing methodologies, A/B testing, or other methods used to gather user feedback and refine your designs.

📝 Enhancement Note: The portfolio requirements are specifically tailored for a Senior UX Designer role, emphasizing case studies, end-to-end process documentation, and the importance of showcasing impact and mobile design expertise. The details on process documentation guide applicants on how to present their problem-solving approach effectively.

💵 Compensation & Benefits

Salary Range: The provided base salary range for this position is $127,100/year to $211,600/year. This range reflects the cost of labor across various US geographic markets where Amazon operates. The final compensation is dependent on factors including market location, job-related knowledge, skills, and experience. As a total compensation company, Amazon's package may also include equity grants, sign-on bonuses, and other forms of compensation in addition to base salary.

Benefits:

Comprehensive Medical, Dental, and Vision Insurance coverage for eligible employees and their dependents, including domestic partners.
Generous Maternity and Parental Leave options to support new parents.
Paid Time Off (PTO) to ensure work-life balance and allow for rest and personal time.
401(k) Plan with company match to support long-term financial planning and retirement savings.
Additional benefits may include life and disability insurance, employee discounts, and various wellness programs, depending on location and employment status.

Working Hours: This is a full-time position, typically requiring approximately 40 hours per week. As a Senior Designer, there may be periods requiring additional effort to meet project deadlines, but Amazon generally promotes a sustainable work schedule. Flexibility may be available depending on team and project needs, especially in a creative role.

📝 Enhancement Note: The compensation section provides the specific salary range disclosed by Amazon, along with important context about how the range is determined based on location and experience. It also details the core benefits provided, expanding on the brief mentions in the original description to offer a more comprehensive view of the total compensation package, which is crucial for attracting senior talent.

🎯Team & Company Context

🏢 Company & Design Culture

Industry: Amazon operates primarily in E-Commerce, Retail, Operations, and Internet services. This role sits within the Customer Engagement Technology domain, specifically supporting the Amazon Flex logistics and delivery operations, highlighting the intersection of technology, logistics, and customer service.

Company Size: With over 736,031 employees globally, Amazon is a very large organization. This means working within a vast ecosystem of teams and technologies, offering opportunities for broad impact but also requiring strong navigation and collaboration skills across organizational boundaries.

Founded: Founded in 1994, Amazon has a long history of innovation and customer obsession. The company culture is deeply rooted in its founding principles, emphasizing long-term thinking, invention, and operational excellence, which significantly influences the approach to design and technology development.

Team Structure:

This role is part of Amazon's Customer Service UX Studio (CS-UX), a diverse, multi-disciplinary team comprising UX researchers, writers, producers, and designers.
The CS-UX Studio supports various areas, including customer-facing self-service, customer service agent tools, driver support (where this role is focused), and internal operational tools.
You will partner closely with the Shipping and Delivery Services (SDS) and Last Mile teams, working within a matrixed organization structure where design collaborates directly with product management and engineering teams dedicated to specific business areas.

Methodology:

Amazon emphasizes a customer-obsessed approach, starting with the customer and working backward to define solutions.
Teams typically utilize agile development methodologies (like Scrum or Kanban) for project execution, requiring designers to integrate seamlessly into iterative development cycles.
There is a strong focus on data-driven decision-making, utilizing user research, usability testing, A/B testing, and analytics to inform design choices and measure impact.

Company Website: https://www.amazon.com

📝 Enhancement Note: The Company & Design Culture section provides a detailed overview of Amazon's scale, industry context, and founding principles, explaining how these factors influence the design environment. The team structure and methodology details offer insights into how design functions within Amazon and the expected ways of working, crucial for candidates to understand the organizational context.

📈 Career & Growth Analysis

Design Career Level: This is a Senior UX Designer role, indicating a position of significant responsibility, requiring a high degree of autonomy, leadership in design execution, and the ability to influence product strategy. Senior designers are expected to mentor junior team members and contribute to raising the bar for design quality.

Reporting Structure: As part of the CS-UX Studio, you will likely report to a Design Manager or Principal UX Designer within the studio, while collaborating directly with product and engineering leads on the Amazon Flex team. This structure allows for both functional design leadership and embedded project work.

Design Impact: Design plays a critical role in Amazon's customer-centric approach. In this role, your design solutions will directly impact the experience of thousands of Amazon Flex delivery partners globally, influencing their efficiency, satisfaction, and ultimately, the success of millions of customer deliveries. Senior designers at Amazon are expected to drive significant, measurable improvements through their work.

Growth Opportunities:

Opportunities to grow into a Principal UX Designer role, focusing on leading complex, strategic design initiatives and influencing design direction across multiple teams or organizations.
Potential to move into design management, leading and mentoring a team of designers.
Opportunities to specialize in specific areas like UX Research, Interaction Design, Visual Design, or Design Systems based on interest and expertise.
Access to internal training programs, conferences, and knowledge-sharing sessions to continuously develop design skills and stay abreast of industry trends.

📝 Enhancement Note: This section provides a detailed analysis of the Senior UX Designer level within Amazon's career framework, outlining responsibilities and expectations. The reporting structure and design impact are explained in the context of Amazon's large organization. The growth opportunities are tailored to typical design career paths within a major tech company, offering a clear view of potential future advancement.

🌐 Work Environment

Studio Type: This role is explicitly listed as on-site in either Austin, TX or Seattle, WA. Amazon typically provides modern office spaces designed to facilitate collaboration and innovation. The specific workspace for the CS-UX Studio and the Amazon Flex team will likely include dedicated areas for design work, meetings, and cross-functional collaboration.

Office Location(s): The position is based in Austin, Texas, or Seattle, Washington, which are major tech hubs with large Amazon campuses. These locations offer access to a vibrant design community and various amenities.

Design Workspace Context:

Expect a collaborative work environment with opportunities for in-person brainstorming, design critiques, and whiteboarding sessions with your design team and cross-functional partners.
Access to necessary design tools, hardware, and potentially dedicated research labs or usability testing facilities depending on the specific office setup.
Opportunities for spontaneous interactions and informal knowledge sharing with colleagues across design, product, and engineering teams.

Work Schedule: While the core expectation is a full-time, approximately 40-hour work week on-site, Amazon offers some degree of flexibility depending on team norms and project needs. However, given the on-site requirement, most work is expected to be conducted from the designated office location during standard business hours.

📝 Enhancement Note: The work environment section clearly states the on-site requirement and provides context about Amazon's office locations in major tech hubs. It describes the typical workspace context for a design role, emphasizing collaboration and access to resources, which are important considerations for candidates evaluating the daily work experience.

📄 Application & Portfolio Review Process

Design Interview Process:

The process typically begins with an initial recruiter screen to assess basic qualifications and fit.
This is followed by a phone or video interview with a hiring manager or a member of the design team to discuss your experience and portfolio in more detail, focusing on your design process and problem-solving skills.
Candidates are often asked to complete a design exercise or present a case study from their portfolio that demonstrates their approach to a relevant design challenge. Be prepared to walk through your process, rationale, and the impact of your work.
The final stage is usually an on-site loop (or virtual equivalent) consisting of multiple interviews with various team members, including designers, researchers, product managers, and engineers. These interviews will assess your technical skills, behavioral fit (often using Amazon's Leadership Principles), collaboration abilities, and strategic thinking.

Portfolio Review Tips:

Tailor your portfolio presentation to the specific requirements of this role, highlighting projects related to mobile design, complex workflows, or logistics/operational systems if you have them.
For each case study, clearly articulate the problem, your approach, key design decisions, and the outcome or impact of your work. Focus on demonstrating your understanding of the user and the business context.
Be prepared to discuss your design process in detail, explaining your research methods, ideation techniques, prototyping approaches, and how you incorporated feedback and data into your designs.
Practice presenting your portfolio walkthrough concisely and engagingly, focusing on storytelling and the impact of your design solutions.

Challenge Preparation:

If a design exercise is required, carefully read and understand the prompt. Allocate your time effectively between understanding the problem, ideating, designing, and preparing your presentation.
Focus on demonstrating your problem-solving skills and design process rather than delivering a pixel-perfect final design. Show your iterations and the rationale behind your choices.
Be prepared to articulate your design decisions, consider potential limitations or trade-offs, and answer questions about your approach during the presentation.

ATS Keywords: UX Design, User Experience, Mobile Design (iOS, Android), UI Design, Interaction Design, Prototyping, Wireframing, User Research, Usability Testing, Design Thinking, Agile, Scrum, Figma, Sketch, Adobe Creative Suite, InVision, Axure, HTML, CSS, JavaScript, Design Systems, Information Architecture, Workflow Design, Customer-Centric Design, Cross-functional Collaboration, Problem Solving, Visual Design, Usability, Accessibility, Case Study, Portfolio, Generative AI, Logistics, Transportation, E-commerce, Technology, Senior UX Designer, Austin, Seattle.

📝 Enhancement Note: This section provides a detailed breakdown of the typical Amazon interview process, specifically tailored for design roles. It offers actionable advice on portfolio preparation, case study presentation, and design challenge approaches, incorporating Amazon's known emphasis on Leadership Principles and data-driven discussions. The comprehensive list of ATS keywords is included to help candidates optimize their application materials.

🛠 Tools & Technology Stack

Primary Design Tools:

Proficiency is required in industry-standard design and prototyping tools such as Figma, Sketch, and potentially Adobe Creative Suite (Photoshop, Illustrator, InDesign) for visual assets.
Experience with prototyping tools like InVision or Axure is expected for creating interactive flows and testing concepts.
Basic understanding or experience with front-end technologies like HTML, CSS, and JavaScript may be beneficial for creating more complex prototypes or understanding technical constraints during handoff.

Collaboration & Handoff:

Collaboration tools like Slack, Chime (Amazon's internal communication tool), and potentially Jira or Asana for project management and task tracking are commonly used.
Handoff to engineering teams often involves detailed specifications within design tools (like Figma's developer handoff features) or dedicated documentation platforms.
Familiarity with design system management tools or practices is valuable for contributing to and utilizing a shared design library.

Research & Testing:

Various tools may be used for user research, including survey platforms (e.g., Qualtrics), remote usability testing tools (e.g., UserTesting.com), and analytics platforms (e.g., Adobe Analytics, internal Amazon tools) for analyzing user behavior and measuring design impact.
Experience with tools for creating and analyzing user flows and journey maps is also relevant.

📝 Enhancement Note: This section details the specific design tools and technology stack commonly used in a large tech company like Amazon, focusing on the core tools for design, prototyping, collaboration, and research. The inclusion of both required and potentially beneficial tools provides candidates with a clear picture of the technical environment.

👥 Team Culture & Values

Design Values:

Customer Obsession: At the core of Amazon's culture, this value means relentlessly focusing on the user's needs and working backward from their problems to design solutions. For designers, this translates to a deep commitment to user research and usability.
Invent and Simplify: Designers are encouraged to be inventive, exploring novel solutions to complex problems, and simultaneously strive for simplicity in their designs, making complex workflows intuitive and easy to use.
Are Right, A Lot: Senior designers are expected to have strong judgment and good instincts, but also to seek diverse perspectives and be willing to be proven wrong. Data and user feedback are crucial in validating design decisions.
Deliver Results: Design work is expected to have a measurable impact on user behavior and business outcomes. This requires designers to focus on delivering effective solutions that solve real problems for delivery partners and contribute to the success of Amazon Flex.

Collaboration Style:

Expect a highly collaborative environment where designers work closely with product managers, engineers, researchers, and other stakeholders from the outset of a project.
Regular design critiques and feedback sessions are common practice to improve design quality and align on direction.
Effective communication and the ability to influence others through clear articulation of design rationale are essential for success.
Teams often work in an agile manner, requiring close collaboration and quick iterations.

📝 Enhancement Note: This section connects Amazon's well-known Leadership Principles to specific design values and behaviors expected within the team. It provides insights into the collaborative environment and the importance of data-driven decision-making and delivering measurable results, which are key aspects of Amazon's culture that impact how design teams operate.

⚡ Challenges & Growth Opportunities

Design Challenges:

Designing for a diverse user base (delivery partners) with varying technical proficiencies and working conditions presents unique usability and accessibility challenges.
Navigating the complexity of the Amazon Flex platform, which involves real-time logistics, intricate workflows for issue resolution, and integration with various internal systems.
Working within a large organization like Amazon requires strong stakeholder management skills and the ability to influence decisions across multiple teams and levels.
Balancing the needs of delivery partners with business goals and technical constraints while maintaining a high bar for user experience.

Learning & Development Opportunities:

Opportunity to deepen expertise in mobile design for both iOS and Android platforms, tackling complex interactions and edge cases within a high-traffic application.
Gain extensive experience in designing for operational and logistics-focused products, a specialized and increasingly important area of UX design.
Enhance skills in applying generative AI and other emerging technologies to solve real-world user problems in a tangible product.
Develop leadership skills by mentoring junior designers, leading design initiatives, and influencing product strategy.
Access to Amazon's extensive internal learning resources, including training programs, design conferences, and opportunities for cross-team collaboration and knowledge sharing.

📝 Enhancement Note: This section outlines the specific design challenges inherent in this role within the Amazon Flex ecosystem, providing candidates with a realistic view of the complexities they will face. It then connects these challenges to valuable learning and development opportunities, framing them as chances to grow specialized skills and advance their design career within a large, innovative company.

💡 Interview Preparation

Design Process Questions:

Be prepared to walk through your end-to-end design process for a complex mobile project, highlighting your approach to understanding the problem, conducting research, ideating, prototyping, and testing. Use examples from your portfolio to illustrate your points.
Discuss how you collaborate with product managers, engineers, and researchers throughout the design lifecycle. Provide specific examples of successful cross-functional collaboration.
Explain how you make design decisions and how you incorporate user feedback and data into your designs. Be ready to discuss trade-offs and compromises you've made.

Company Culture Questions:

Research Amazon's Leadership Principles and be prepared to discuss how your past experiences align with these principles, particularly those related to customer obsession, ownership, invent and simplify, and bias for action.
Ask thoughtful questions about the design team culture, collaboration style, and how design influences product strategy at Amazon.
Be ready to discuss how you handle ambiguity and work effectively in a fast-paced environment.

Portfolio Presentation Strategy:

Select 2-3 case studies that best demonstrate your skills and experience relevant to this role, focusing on complex mobile applications, operational workflows, or systems thinking.
Structure your presentation to follow your design process, clearly outlining the problem, your approach, key decisions, and the impact of your work.
Focus on storytelling and articulating your design rationale. Be prepared to explain why you made certain choices and how they addressed user needs and business goals.

📝 Enhancement Note: This section provides targeted interview preparation advice based on typical Amazon interview practices for design roles. It focuses on preparing for questions about design process, collaboration, and how to effectively present a portfolio, particularly within the context of Amazon's emphasis on Leadership Principles and data-driven discussions. The advice is actionable and directly relevant to securing this specific role.

📌 Application Steps

To apply for this design position:

Submit your application through this link on the Amazon Jobs website.
Carefully review the job description and tailor your resume and cover letter (if applicable) to highlight your relevant experience, skills, and achievements, using keywords from the job posting.
Ensure your online portfolio is up-to-date, easily accessible, and showcases your strongest work, particularly projects that demonstrate your mobile design expertise and end-to-end design process for complex problems.
Prepare to discuss your portfolio in detail during the interview process, focusing on your design decisions, rationale, and the impact of your work.
Research Amazon's Leadership Principles and be ready to provide examples from your experience that demonstrate these principles during behavioral interviews.
Practice presenting your design process and be prepared for potential design exercises or case study presentations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and design industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Sr. UX Designer, Customer Engagement Technology