Principal Product Designer, Customer Innovation


Posted Date
Job ID
Job Function
eCommerce / Online
REI City
REI State
REI Location
Seattle HQ
Remote Eligible
Please visit the Covid-19 Hiring Updates before applying
What's cool about this job
REI is committed to becoming a fully inclusive, antiracist, multicultural organization. To fulfill our brand promise of enabling a life well-lived outside for everyone, we are seeking candidates who demonstrate shared values of diversity, equity, inclusion, and antiracism.

REI is a different kind of company. As a co-op, we put purpose before profits and act in the long-term interests of our members. We believe time outside is fundamental to a life well lived, and as a member of the Customer Innovation team, you'll contribute to REI’s mission to connect every person to the power of the outdoors and engage them in the fight to protect it.

Our designers strive to deliver customer-centric experiences that are inspiring, inclusive, human, purposeful & trustworthy. The Customer Innovation team at REI is looking for an individual that can bring diverse perspectives and lived experiences in designing for customer needs that span digital, service, and omni-channel.

The ideal candidate will have proven experience tackling ambiguous customer problems, driving a wide range of customer discovery activities, and implementing impactful experiences. Additionally, you will possess an exceptional ability to collaborate across teams, present a vision, define outcomes, and be hands-on in implementing the work. You'll be a leader in educating and advocating for the practice of human-centered design, customer centricity, and product led, omni-channel customer experience strategies.

You will build deep knowledge of the customer journey and what it means for them to get outdoors through research that informs design strategy. Your customer-centered designs optimized for speed of learning and requisite level of fidelity, are the conditions that allow for learnings and insights to be uncovered and for the team to gain relevant knowledge around customer frictions, unmet needs, and product-market fit.

Candidates must be proactive, responsive, flexible, and able to succeed in a fast-paced, transforming, collaborative environment without supervision.

  • Discover and frame ambiguous problems, driving solutions for one or more critical products or strategic projects on digital platforms.
  • Collaborate with cross-divisional teams to understand and communicate in-depth knowledge of the customer opportunity and business environment, including customer or user attributes and unmet needs.
  • Drive UX work throughout the various stages of the innovation pipeline: Generative work and gaining understanding of context and problems; Sense making and turning generated data into insights; Ideation that leads to new thinking about problems, hypotheses, and solutions; Experience architecture and interaction design, from the high-level to the detailed experience.
Bring your passion and expertise
Minimum Qualifications
  • Deep digital UX skills.
  • Proficient at building and shipping features/products at a department level, leading the end-to-end experience.
  • Experience in leadership, collaboration, communicating and influencing design strategy.
  • Excellent problem-solving skills and familiarity with technical constraints and limitations when designing for digital platforms.
  • Excellent communication and presentation skills.
  • Demonstrable track record in leading strategic thinking across a large product space, developing product goals, identifying opportunities and outcomes, while continuously developing relationships with cross-functional peers.
  • Experience presenting work to executives, clearly and succinctly articulating the goals and concepts.
  • A portfolio demonstrating excellent experience design orchestration as demonstrated through service design and journey mapping across omni-channels, solving complex problems for both customers and staff members with clear results.
  • 10+ years experience in UX, interaction design, information architect, service design or similar.
  • Bachelor’s degree in Design, HCI, Interaction, social science, or equivalent practical experience.

Preferred Qualifications
  • Previous experience supporting retail industry or e-commerce apps and sites.
  • Working knowledge of design and prototyping tools such as Figma (which we use).
  • Experience in a highly agile/scrum environment.

REI hires, trains, and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  We remain deeply committed to making the Co-op a place where everyone can feel safe and be themselves. Join us.

As required by applicable Pay Transparency laws, REI provides a range of minimum compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. The salary range for this position may be lower or higher in different markets.

The pay for this role is: $85,000 to $170,000 per year  
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

Posting Range
$85,000 to $170,000 per year
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.