Principal UX Designer, CX Strategy

Posted Date: Sep-30-2021

Job ID: 21565

Job Type: Full Time

Job Function: eCommerce / Online

City: Seattle

State: Washington

Store: Seattle HQ

Remote Eligible: Yes

Please visit the Covid-19 Hiring Updates before applying

What's cool about this job

The Digital Customer Experience Strategy team contributes to REI's success by leading customer discovery and design research efforts across core customer journeys, furthering REI's digital customer experience (CX) strategy practice. The Principal User Experience Designer candidate will demonstrate a "focus on the customer" working with cross-divisional teams to tackle ambiguous customer problem spaces. This role will help define customer outcomes that drive measurable value for the customer, member, and employee experiences and iteratively test new experience concepts and ideas with customers to evaluate desirability, feasibility, viability and usability. 


  • Influence customer experience strategy through human-centered design methods that help clarify, define, and prioritize customer outcomes within key customer journey. · 
  • Create a culture of continuous learning and experimentation through the demonstration of mixed-method qualitative research, problem framing, opportunity mapping and test & learn experimentation. · 
  • Synthesize customer insights and data to help identify new opportunities for inspiration, service, expertise, and community differentiation within our customer experiences. · 
  • Collaborate with x-divisional teams to understand and communicate in-depth knowledge of the customer opportunity and business environment, including: 
    • customer or user attributes  
    • customer needs and unmet needs 
    • customer experience as a journey 
    • customer outcomes 
    • customer and business measurement 
    • general business processes: people, process, technology o channel strategy 
    • organizational readiness ·
  •  Advocate for human-centered design within key customer journeys to test business assumptions, reduce risk and drive evidence-informed decision-making across the organization. · 
  • Elevate human-centered design across the team, the co-op and the industry, by educating and inspiring others through action, collaboration, and sharing of methods, process and best practices.

Bring your passion and expertise

Minimum Qualifications

  • 8+ years experience in UX, interaction design, information architect, Service design or similar plus 3+ years managing and mentoring teams. 
  • Experience in leadership, collaboration, communicating and influencing design strategy. 
  • Excellent problem-solving skills and familiarity with technical constraints and limitations when designing for platforms. 
  • Proficient at building and shipping features/products at a department level, leading the end-to-end experience across a variety of platforms. 
  • 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 at developing design standards, patterns, style guides, best practices, and frameworks which are accessible and utilize human-centered methodologies. 
  • Experience presenting work to executives, clearly and succinctly articulating the goals and concepts. 
  • A portfolio demonstrating excellent UX design skills for solving complex problems with clear results. 
  • Bachelor’s degree in Design, HCI, Interaction or similar area, or equivalent practical experience. 

Preferred Qualifications

  • Previous experience supporting retail industry or e-commerce apps and sites. 
  • Experience in a highly agile/scrum environment. 
  • Excellent communication and presentation skills. 
  • Ability to lead design teams while maintaining responsibilities as an individual contributor. 

REI Essentials 

  • Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals. 
  • Flexible in one's viewpoints and positions in order to support the direction taken by others at REI. 
  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities. 
  • Consolidates information from various sources including feedback from others to reach sound decisions. 
  • Considers the ultimate impact of decisions and actions on internal and external customers. 
  • Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work.
  •  Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals.
  •  Clearly conveys and accurately receives information by a variety of methods and in various situations. 
  • Builds rapport with all kinds of people inside and outside the organization.
  •  Acts upon opportunities and involves and influences others in the accomplishment of worthwhile organizational goals. 
  • Challenges the status quo, champions change and influences others to change.

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

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§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.