Principal UX Researcher, AWS Experience Analytics (EXA)

Define and own the research strategy to measure and interpret customer journey health across AWS. Translate complex journey signals into actionable intelligence to influence product roadmaps and drive alignment across engineering and product teams.

Responsibilities

• Define and own the research strategy to inform how AWS measures, interprets, and acts on customer journey health
• Convert complex journey signals into clear, actionable intelligence that shapes roadmaps and priorities across AWS service teams
• Drive alignment and shared understanding across engineering, science, and product teams, navigating competing priorities and leading through ambiguity
• Establish and elevate EXA as the trusted perspective on customer experience across AWS
• Raise the bar for research quality, methodology, and storytelling across the organization
• Mentor and develop researchers across levels, building the team's capacity to take on increasingly complex and ambiguous problems
• Design and implement repeatable methodologies and mechanisms that allow the team to scale its impact beyond individual studies and projects
• Develop prototypes and proof‑of‑concept tools using generative AI technologies to explore new ways of surfacing and communicating customer insights

Requirements

• PhD in HCI, Social Science, or a related field
• 12+ years of experience conducting qualitative and quantitative research in a corporate setting with cross‑organizational impact
• Proven track record of defining research strategy that influences product direction across multiple teams
• Experience working with data scientists and engineers to develop models and metrics
• Experience mentoring and developing researchers across multiple levels
• Experience conducting B2B research at scale
• Strong writing and communication skills with ability to influence senior leadership
• Fluency in triangulating customer insights with telemetry data
• Preferred: Experience building and scaling research practices and methodologies
• Preferred: Experience working with large‑scale technology platforms and complex system architectures
• Preferred: Experience with agent‑supported, non‑deterministic experiences
• Preferred: Experience with customer journey analytics, metrics development, behavioral segmentation, or experimentation design
• Preferred: Proficiency in Python, SQL, or equivalent tools for working with behavioral and telemetry data
• Preferred: Experience presenting to and influencing VP‑level or above leadership

Benefits

• Sign‑on payments and restricted stock units (RSUs)
• Comprehensive health insurance (medical, dental, vision, prescription)
• Basic Life & AD&D insurance with optional supplemental life plans
• Employee Assistance Program (EAP) and mental health support
• Medical advice line
• Flexible Spending Accounts
• Adoption and surrogacy reimbursement coverage
• 401(k) matching
• Paid time off and parental leave

Key Skills