Senior Customer Experience Researcher


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Here at the Co-op we believe that a life outdoors is a life well lived. We are looking for an enthusiastic and talented user experience (UX) researcher to illuminate a deep understanding of our customer’s journey in preparing for and enjoying that life. Specifically, this role contributes to REI’s success by growing our understanding of customer and employee experiences through qualitative and quantitative research techniques to inform and evolve the design of best-in-class experiences across our customers’ touchpoints. The ideal candidate will have a strong background in CX/UX and customer-centered design with a proven track record in evangelizing the customer and providing actionable insights. To that end, you will need to be able to articulately communicate findings through a variety of methods to influence strategy, work priorities, and proposed solutions that grow REI’s competitive advantage as a leading retailer of quality outdoor gear and clothing, and enabler of fulfilling outdoor experiences.

You'll get to:

  • Design, conduct and lead quantitative and qualitative customer experience research with customers and employees
  • Inform and influence design of digital and retail experiences providing data-driven recommendations and customer hypotheses in well-communicated reports and presentations
  • Generate and evaluate experience design solutions that are tied to customer and employee needs, desires, and motivations
  • Produce experience artifacts such as journey maps, service blueprints and other consumable formats for communicating the customer experience, design insights, and findings
  • Design research methodologies that are adaptive and flexible to the constraints of the project or discovery process
  • Lead collaborative design workshops with customers and internal stakeholders
  • Plan research project schedules and coordinate activities with internal and external stakeholders and peers
  • Present findings in a consumable, engaging fashion to multiple audiences, including product owners, design team members, and technical team members
  • Serve as a mentor sharing CX expertise with other researchers
  • Advocate and evangelize the REI customer and the discipline of CX

Bring your passion and expertise

  • 5+ years’ experience in CX/UX research
  • 5+ years’ experience in optimizing customer experiences, recommending designs based on business goals and customer needs
  • Knowledge of customer experience research methodologies such as ethnography, diary studies, survey, usability studies, shop-alongs, eye-tracking, VOC, web and location analytics
  • Knowledge of tools and methods to analyze qualitative and quantitative data and their visualization
  • Strong knowledge of CX deliverables such as journey maps and service blueprints
  • Visual design skills with proficiency in Adobe InDesign, Photoshop, llustrator or other design tools
  • Proven ability to work collaboratively with multi-disciplinary teams to promote open communication and teamwork
  • Bachelor’s Degree in relevant research/design-focused program, e.g., Design Studies, Human-Centered Design, Psychology, Anthropology, Master’s Degree highly preferred

Why you'll love it here

Joining Digital Retail at REI means you get to work with a team of immensely passionate and talented people, who value the mission of our Co-op and strive to deliver excellence and innovation every day. Our mission is to digitally inspire and enable outdoor discovery by driving a holistic customer-centric experience through collaborative ingenuity as we bring to life the 21st century Digital flagship.

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