About this role
As AWS customers shift from console-based building to AI-augmented and agent-primary workflows, this role sits at the forefront of that transformation. You will lead research that shapes agentic products and experiences across AWS — cultivating new methodologies, partnering with science and engineering teams, and building the metrics and frameworks that assess experience impact at scale. We are seeking a UX Researcher with deep experience in agentic tools and large-scale systems. You will deliver insights that inform Experience Health metrics and segmentation, product strategy for AI-first and agent customers, and define where humans remain in the loop. This role requires a strong balance of technical fluency and a deep understanding of humans and their expected outcomes. You will bring creativity and a Learn and Be Curious mindset, partnering with science, engineering, and product teams across AWS to deliver solutions at scale. We move fast, and we need someone who can keep pace while maintaining a high bar for quality. The problems are genuinely interesting. With wide adoption of agentic AI, customer needs and expectations are changing fundamentally — and there are many new problems we do not yet have answers for. We have more questions than we can conduct research to answer, and that is where you come in. Key job responsibilities Design and execute qualitative and quantitative research to inform agent and agent-assisted experience strategy across AWS Partner with engineering teams to build agent tooling and research instrumentation Develop thought leadership on AI-augmented and agent-primary experiences that influences product development across AWS Lead EXA data product delivery with cross-functional teams, bringing the AI-first and agent-customer perspective Build prototypes using agentic tools to bring research insights to life and communicate ideas to stakeholders Contribute to the team's research direction by proposing new approaches, maintaining the research knowledge base, and identifying emerging behaviors Mentor junior researchers 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. 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.