DVP, Customer Innovation

Posted Date: Apr-27-2021

Job ID: 20040

Job Type: Full Time

Job Function: Executive Leadership

City: Seattle

State: Washington

Store: Seattle HQ

Remote Eligible: No

Please visit the Covid-19 Hiring Updates before applying

What's cool about this job

We are seeking a customer obsessed leader to accelerate the co-op’s ability to test and learn in a rapidly changing environment. The DVP, Customer Innovation will build an enterprise experimentation program focused on desirability, viability and feasibility of transformational new ideas, in support of the co-op’s strategy and in close partnership with the business. To do this, they will create a methodology for continuous enterprise testing and provide support for business teams in proposing and executing enterprise tests. In addition, they will manage a prioritized enterprise-wide portfolio of experiments and partner with strategy, finance and planning to allocate resource and incorporate this work into multi-year, annual and quarterly budgeting and planning. The desired end result will be value for customers and the business.

This leader also will provide thought leadership around different types of innovation, from sustaining innovation to transformational, from customer experience tests to business model tests. They will introduce new approaches to learning that may include rapid prototyping, human centered design, lean start-up and other proven methods. They will look at all of this through the lens of product mindset and empowered product teams and bring strong business and financial acumen to the work. They also will build product discovery teams that will test new concepts across areas like membership, outdoor activities and store design spanning prototyping around web, app and in-store capabilities.

At REI Co-op, we believe time outside is fundamental to a life well lived and exist to inspire and enable a life outside for everyone. To deliver on that promise, we are working with our 15,000 employees, 20M members and the broader outdoor community toward a reality where everyone has the opportunity to be themselves, to access opportunities and find their place in the outdoors. For us, that means: 

  • Investing in work that removes the barriers people and communities face to getting outside
  • Delivering relevant products, experiences, and expertise to equip and inspire a new generation of outdoor stewards
  • Cultivating a workforce that reflects the demographics of the markets we serve
  • Leading the industry’s efforts to welcome people and communities historically underrepresented into outdoor media and culture

Bring your passion and expertise

Essential Leadership Behaviors

The Essential Leadership Behaviors required by the future Divisional Vice President, Customer Innovation connect directly to the mission, the strategy and the quadruple bottom line that measures success for the co-op.

The Divisional Vice President, Customer Innovation will do this by:

  • Creating an enterprise test and learn strategy and program that is understood and endorsed by key stakeholders including executive leadership, employees and business partners
  • Defining criteria and prioritization for enterprise tests, as well as budgeting, business rational and resource allocation, the latter in partnership with finance, strategy and planning
  • Working with executive team to manage an enterprise testing governance process
  • Managing a portfolio of enterprise level tests, with a clear process to determine when to continue, cease or scale a new idea
  • Creating the simplest and fastest path to learning around desirability, viability and feasibility of an idea
  • Using innovation to differentiate the co-op, provide unique value to customers and build long-term relationships
  • Ensuring the company is successful in taking new ideas to market in a timely and scalable way
  • Evangelizing the test and learn program across the co-op
  • Building a product discovery team focused to support tests that provide value to the business and to customers, across areas like membership, outdoor activity and store design, spanning prototyping across web, mobile app, physical stores and other touchpoints.
  • Leading by influence across the co-op
  • Understanding and modelling customer-centricity and product mindset
  • Coaching and empowering a high functioning team
  • Monitoring customer and business metrics, reports trends, variances and issues, and takes appropriate action
  • Shifting from high level strategy to rolling their sleeves up and helping teams construct and run tests
  • Leading the development and operation of an enterprise test and learn program, including managing a portfolio of strategic tests and creating a testing process and methodology
  • Coaching and enabling business teams across the co-op in developing hypothesis, identifying success metrics and running tests that deliver learning in an agile way
  • Creating a process to bring successful tests to scale as well as end unsuccessful tests
  • Partnering closely with enterprise strategy, finance and planning
  • Developing overall test and learn program success metrics
  • Employing testing best practices, including lean start up, product discovery and design thinking
  • Working closely with merchandising teams, retail operations, experiences, marketing/brand, digital/customer technology to deliver products to market
  • Proactively identifying and resolving strategic issues that may impair the team’s ability to meet strategic, financial, and technical goals
  • Leading the Co-op Way and role model REI’s Values in Action

Professional Qualifications and Experience

The Professional Qualifications and Experience required by the future Divisional Vice President, Customer Innovation are imperative to the success of the candidate and the long-term success of the co-op. 

  • Extensive experience running enterprise experimentation and innovation programs at scale in a way that delivers value for customers and the business
  • Curious, data driven and comfortable with ambiguity
  • Strong ability to partner and collaborate across business and functional areas
  • Knowledge of commonly used testing methodologies, such as design thinking, rapid prototyping, product discovery, lean start up and multivariate testing
  • Customer-centric and experienced with product management methodology
  • Challenges the status quo, innovates, champions and manages change
  • Strong communicator with high EQ who can effectively introduce new ideas at different levels in the organization
  • Strong business and financial acumen
  • Establishes trust and inspires others
  • Creates a strong, mutually supportive work spirit and culture where people can do their best
  • Strong product discovery skills, including experience leading product management and design teams capable of working across web, mobile app and physical experiences
  • Substantial experience within the retail / consumer, digital, or strategy/management consulting fields
  • Undergraduate degree and MBA from a leading program are highly desirable

At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.