Principal UX Researcher, Experience Analytics

Amazon Web Services (AWS); Seattle (WA); On-site; USD 181,000 - 245,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Development Center U.S., Inc. is seeking a Principal Researcher to shape how AWS measures and acts on customer journey health at scale.

You will set strategic direction for journey data and establish EXA as the trusted voice on customer experience across AWS. You will conduct research at the intersection of customer stories, metrics, and strategy, translating signals into actionable intelligence that informs roadmaps across service teams and improves customer experiences.

Qualifications

• PhD in HCI, Social Science, or a related field.
• 12+ years of qualitative and quantitative research in a corporate setting with cross-organizational impact.
• Proven track record of defining research strategy influencing product direction across teams.
• Experience working with data scientists and engineers to develop models and metrics.
• Experience mentoring researchers across multiple levels.
• Experience conducting B2B research at scale.
• Strong writing and communication skills with the ability to influence senior leadership.
• Fluency in triangulating customer insights with telemetry data.

Responsibilities

• Define and own the research strategy to inform how AWS measures, interprets, and acts on customer journey health.
• Convert journey signals into clear, actionable intelligence shaping roadmaps and priorities across AWS service teams.
• Drive alignment across engineering, science, and product teams; navigate competing priorities and ambiguity.
• Establish EXA as the trusted perspective on customer experience across AWS and ensure insights reach stakeholders at the right time.
• Raise the bar for research quality, methodology, and storytelling with evidence-backed insights.
• Mentor and develop researchers across levels to scale capacity and capabilities.
• Design and implement repeatable methodologies to scale impact beyond individual studies.
• Develop prototypes and proof-of-concept tools using generative AI to surface and communicate insights.

Skills

12+ years of research experience

Experience mentoring researchers

Cross-organizational impact

Strong writing and communication

Ability to influence senior leadership

Education

PhD in HCI, Social Science, or related field

Tools

Python

SQL

Job description

Amazon Development Center U.S., Inc. is seeking a Principal Researcher to shape how AWS measures and acts on customer journey health at scale.

You will set strategic direction for journey data and establish EXA as the trusted voice on customer experience across AWS. You will conduct research at the intersection of customer stories, metrics, and strategy, translating signals into actionable intelligence that informs roadmaps across service teams and improves customer experiences.