Senior UX Researcher

Posted Date: Oct-21-2021

Job ID: 21880

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 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, and trustworthy. 

The CX Strategy team is looking for Senior UX Researcher to come join our team. In this role, you will participate a range of experience design and research activities across the co-op, resulting in customer experiences that customers highly value (as evident through outcomes) and that drive business results.

The ideal candidate will have proven experience supporting enterprise end-to-end story mapping work, tackling ambiguous spaces, and influencing cross-divisional teams through customer research and experience development and assessment. You possess an exceptional ability to collaborate and facilitate across teams, and support the definition of customer outcomes through mixed method research approaches. You'll help educate and advocate for the practice of human-centered design, customer journey mapping, service design, and customer-centered ways of working. Candidates must be proactive, responsive, flexible, and able to succeed in a transformative and collaborative culture through cross-divisional teams. 


  • Participate in influencing customer experience strategy through human-centered research methods that help clarify, define, and prioritize customer goals and outcomes within vital customer journeys
  • Participate in creating an evidence-driven design and experimentation culture by demonstrating mixed-method research competence, problem framing, opportunity mapping, journey mapping, measurement, and service design • Synthesize customer insights and data to help identify new opportunities for inspiration, service, expertise, and community differentiation within our customer experiences.
  • Collaborate with other members of the CX strategy team and x-divisional teams to understand and communicate in-depth knowledge of the customer experience, opportunity, business, and operations environment
  • Advocate for human-centered design within crucial customer journeys to test business assumptions, reduce risk and drive evidence-informed decision-making across the organization
  • Help elevate human-centered design and research across the team and the co-op by educating and inspiring others through action, collaboration, and sharing of methods, processes and best practices

Bring your passion and expertise

Minimum Qualifications 
  • 6+ years experience in user experience research, service design, or related fields 
  • Demonstrated experience managing customer research to unlock new UX ideas, stimulate innovation, and influence strategy 
  • Demonstrated experience working across products and organizations to create unified and aligned customer experiences 
  • Proficiently drives product team knowledge of target customers, their needs, and behaviors with a wide variety of methods and techniques 
  • Proficiently drives sessions with cross-functional teams to identify gaps and gain alignment and buy-in on problem and solution approaches 

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
#LI-Remote Remote 

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.