Senior UX Researcher, AWS Customer Experience (CX), AWS Research

At AWS groundbreaking new services are being built regularly and features for existing services are deployed daily. Are you interested in solving complex, high impact design problems Data, Analytics, and Machine Learning? Do you want to be part of a team that is working on building a new product from the ground up?
The AWS Central UX Research team is looking for a Senior User Researcher to lead the effort to build a research program to define how to evaluate, measure and report on the customer perspective to help define and establish the future of analytics and ML experiences at AWS. The Senior User Researcher will have a significant impact on our business and provide direction and vision for evolving the role of research in product development, identify opportunities to increase efficiency, and drive impact across the product roadmap. This Senior UX Researcher will own the roadmap and lead human-centered/user experience (UX) research for the AWS Systems Manager products and consoles.
This Senior UX Researcher will provide generative (foundational) and evaluative research insights to the AWS Systems Manager product teams. This position will help the Analytics and Machine Learning (ML, or AI/ML) experience team uncover and explain how customers and end-users organize, explore, govern, and manage their systems in AWS - and why they do what they do. This Senior User Researcher role will surface the critical jobs-to-be-done (JTBD) in our customers' journeys to operate their AWS cloud infrastructure. They will collaborate with UX Designers and product leadership to identify and prioritize which customer/end-user problems to solve throughout the user life cycle.
Key job responsibilities
We are looking for a creative and customer-obsessed Senior UX Researcher to help build and establish a new unified AWS Analytics and ML experience. Your work will empower millions of people working with AI and data, such as data engineers, data scientists, and business analysts. You will use your deep understanding of human-centered research methods and human factors best practices to uncover customer insights that help drive tactical and strategic impact across the organization. You will work collaboratively with leaders across AWS and AWS customers to deliver a bar raising product that is intuitive, easy to use, and delightful.
In addition, you will:
* Define the long-term vision, strategy, and goals for UX research for the Analytics and ML experience team
* Identify best human-centered research methods (quantitative and qualitative) to answer question on our users based on research questions, timeline, and resourcing.
* Define and execute a comprehensive research roadmap; communicate and refresh on a regular basis to ensure relevancy.
* Gather and analyze human performance, behavioral, and interaction/usage data to test product and UX design hypotheses, derive recommendations for design and actions, and validate human error probabilities.
* Collaborate and communicate effectively within cross-functional teams across design, product, engineering, and management.
* Create repeatable and scalable mechanisms to evaluate Analytics and ML experience solutions from a holistic customer perspective.
* Continually learn, grow, and improve the craft of UX research.
A day in the life
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.
About the team
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
BASIC QUALIFICATIONS. 7+ years proven success leading business-to-business (B2B) user research projects with demonstrated impact.
* Portfolio demonstrating past work experience and deliverables (eg, study plans, reports, personas).
* 7+ years of experience managing all stages of research design (study design, test creation, recruiting, moderation, analysis, reporting).
* 7+ years of experience with research methods including: Field research/ethnography, usability and human factors evaluation (heuristic assessments, usability testing), concept evaluation techniques, formative research (UX vision and concept testing, iterative design evaluation), large-scale behavioral and sentiment research, and statistical methods used to analyze data related to human performance, behavior, and interaction with systems and products. Ability to design and lead participatory design workshops.
* BS in Human Factors, Cognitive Psychology, HCDE, or Computer Science with relevant research experience, or similar.
PREFERRED QUALIFICATIONS MS or Ph.D. in Human Factors, Human-Computer Interaction, Cognitive Engineering wtih relevant research experience, or similar. Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization An unfailing passion and capacity to advocate on behalf of our users. Experience in a highly agile/scrum environment. Ability to work in a startup environment. User research or other experience from a technical field, such as software development, Systems Manager or similar. Experience delivering human factors and human-centered research to deliver conversational UIs and digital user experiences that leverage generative AI (genAI) and large language models (LLM). Meets/exceeds Amazon's leadership principles requirements for this role.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit