Principal UX Designer, CX Strategy

Posted Date: Dec- 3-2021

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

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 Co-op 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 UX 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.  

Role Description 
The CX Strategy team is looking for an accomplished Principal Product Designer to come join our team. In this role, you will drive a range of experience design activities across the co-op, resulting in customer experiences that customers highly value (as evident through outcomes) and drive business results. The ideal candidate will have proven experience facilitating enterprise end-to-end story mapping work, tackling ambiguous spaces, and leading and influencing x-divisional teams through experience development and assessment. You possess an exceptional ability to collaborate and facilitate across teams, present a story vision, define customer outcomes, and be hands-on in implementing work. You'll be a leader in educating and advocating for the practice of human-centered design including customer journey mapping, services design and customer discovery. Candidates must be proactive, responsive, flexible, and able to succeed in a transformative and collaborative culture through x-divisional teams without supervision.  


  • Influence customer experience strategy through human-centered design methods that help clarify, define, and prioritize customer outcomes within vital customer journeys. 
  • Create an evidence-driven design culture by demonstrating mixed-method qualitative research, problem framing, opportunity mapping, journey mapping, UX measurement and service design competence and understanding. 
  • 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 create a shared understanding of the customer experience and story cohesion including:  
    • customer attributes, needs and unmet needs, outcomes 
    • measurement 
    • people, process technology 
    • altitudes and level of zoom   
  • Advocate for human-centered design within crucial 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, processes and best practices. 

Bring your passion and expertise

Minimum Qualifications 
  • 8+ years experience with a mix of UX, human-centered design, Journey Mapping, Service Design, or similar, plus 3+ years mentoring team members  
  • Experience in leadership, collaboration, communicating, and influencing product design strategy 
  • Proficient at leading the end-to-end experience across a variety of stakeholders and internal groups  
  • Demonstrable track record leading strategic thinking across a vast product space, identifying opportunities and outcomes while continuously developing relationships with cross-functional peers.  
  • Experience developing best practices, frameworks, and standards that utilize human-centered methodologies.  
  • Experience presenting work to executives, clearly and succinctly articulating the goals and concepts.  
  • A portfolio or case study demonstrating excellent HCD design skills for solving complex problems with impactful results 

Preferred Qualifications 
  • Previous experience supporting omnichannel experience orchestration between brick and mortar and digital 
  • Experience in a transformative and highly collaborative environment 
  • Excellent communication and presentation skills 
  • Ability to lead and mentor team members and educate stakeholders 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.LI

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. 

#LI-Remote Remote 

As required by the Colorado Equal Pay Transparency Act, REI provides a range of minimum compensation for roles that may be hired in Colorado. 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.

$85,000 to $170,000 per year

To review benefits information, including medical, retirement, and time off visit

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.