UX Researcher - AWS Experience Analytics, Exa

Description

We are seeking a mixed-methodology researcher to join our team. We need someone who can identify the why behind customer behaviors, uncover durable needs and motivational drivers, and work fluently with telemetry data — bringing both scientific depth and deep customer empathy. AWS customers are shifting from console-based building toward AI-augmented, agent-primary, and autonomous workflows. With this shift, a researcher will need to work with not only human customers but also agents as a new class of customer — understanding their needs and behaviors to inform the solutions we build.

You will bring creativity and a Learn and Be Curious mindset, working within the research vertical and partnering with the science and engineering teams to deliver solutions at greater scale. We move fast, and we need someone who can keep pace while maintaining a high bar for quality.

The problems are genuinely interesting — and many don't yet have established methodologies. You'll define how we study the intersection of human and agentic behavior, shaping both the questions we ask and the frameworks we use to answer them.

Key job responsibilities
Plan and conduct end-to-end mixed-methods research — from study design through synthesis — to uncover the motivations, needs, and behaviors that shape customer experience across products and services.

Translate large-scale telemetry and behavioral data into actionable insights, integrating quantitative signals with qualitative depth to build a compelling customer story.

Pioneer new research methodologies for emerging problem spaces — particularly at the intersection of human and AI-driven workflows — where established playbooks don't yet exist.

Partner cross-functionally with science and engineering teams to ensure research insights directly inform strategy and how we build our products.

Raise the bar for research quality and craft across the organization through mentorship, peer review, and thought leadership.

About the team
AWS Experience Analytics (EXA) turns customer understanding into products and intelligence that teams across AWS can use. We are building a unified customer lifecycle data platform and customer intelligence system that delivers deep customer understanding at scale to everyone across AWS. Our team approaches data both qualitatively and quantitatively, fusing customer insights with telemetry to tell actionable customer stories — insight is the critical layer that makes data meaningful.

Basic Qualifications

- Experience in leading User Research projects with demonstrated impact
- Experience (end to end) with all aspects of research (study design, recruiting, moderation, analysis, reporting)
- Experience with lab-based user testing, remote testing, iterative prototype testing, survey design, and usage of multiple methods within a study
- PhD in a Social Science/Behavioral Science discipline
- 3+ years of experience conducting qualitative and quantitative research in a corporate setting
- Experience conducting B2B research
- Strong writing and communication skills
- Fluency in triangulating customer insights with telemetry data
- Have a portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas)

Preferred Qualifications

- Experience working in a highly Agile/Scrum environment
- Experience working with a large-scale technology platform
- Experience working with agent-supported, non-deterministic experiences
- Experience programming in Python or equivalent
- Experience with customer analytics and/or behavioral segmentation

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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for 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 https://amazon.jobs/en/benefits.