Sr. UX Researcher, Delivery Customer Experiences

Sr. UX Researcher, Amazon Delivery Customer Experiences

Job :  |  Services LLC

Amazon Delivery's Customer Experiences team (ADX CX) is working to transform delivery uncertainty into confidence for millions of customers worldwide. We're looking for a Sr. UX Researcher to drive continuous customer understanding and shape our next products across delivery speed promises and physical experience locations such as Same-Day delivery and Amazon Lockers.

• Drive decisions through continuous customer understanding: design and maintain research programs—recurring studies, living insight repositories, and shared frameworks—to keep customer needs at the center of every product decision.
• Identify opportunities and champion innovative solutions: craft and execute research that surfaces emerging customer needs and de‑risks new product directions, propose solutions, partner with UX managers, designers, and product teams to pitch solutions to senior leaders, and bring ideas to life.
• Turn complex findings into clear direction: synthesize research into actionable recommendations that drive alignment across stakeholders from engineering teams to executive leadership.
• Pioneer AI‑enhanced research methods: leverage AI-powered research tools to work smarter, enabling richer analysis, faster synthesis, and higher‑quality outputs.
• Raise the bar on customer understanding across the team: coach designers, product managers, and engineers to gather and apply customer insights effectively.

• Partner with design managers and senior product partners to identify the biggest customer risks and opportunities, and scope research that addresses them.
• Conduct and lead hands‑on research—from in‑person lab sessions to complex usability sessions to large‑scale surveys—to generate original insights about delivery speed and location experiences.
• Synthesize findings into clear recommendations and present them to senior stakeholders to shape product direction.
• Maintain and evolve living research repositories so that customer understanding stays current and accessible to the team.
• Coach designers and PMs on lightweight research practices, enabling the team to stay close to customers between major studies.
• Pitch innovative product concepts grounded in research to design managers and senior stakeholders.

• 5+ years of hands‑on work with field research, ethnography, lab‑based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design.
• Bachelor's degree in HCDE, Human Factors, Cognitive Psychology, or related field.
• Experience leading User Research projects with demonstrated impact.
• Experience with all aspects of research: study design, recruiting, moderation, analysis, reporting.
• Experience with behavioral data collection, quantitative data analysis, and statistics.
• Portfolio demonstrating past work experience and deliverables (study plans, reports, personas).
• Experience with retail or e‑commerce research in a global context.

• Master's degree in Human Factors, HCDE, Cognitive Psychology or equivalent.
• Experience in a technical field (software development, network development, IT, or related).
• Experience with UX Research in non-US markets.
• Experience working in a highly Agile/Scrum environment.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional Supplemental life plans), EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at (Use the "Apply for this Job" box below)..

USA, WA, Bellevue - $ to $ USD annually.