About the Team

The Digital team focuses on delivering a superior customer experience on petsmart.com and our mobile app. The team also guides revenue and profit growth for the digital business. Digital team associates focus on delivering initiatives that help our pet parents find and discover products, bring enterprise priorities to life digitally, design new user experiences, build new features and capabilities, and manage key omni-channel programs. We work to showcase our brand digitally through the lens of expertise and love and to provide a personalized experience for our consumers. The team takes a data-driven approach and leverages quantitative and qualitative insights to optimize the experience and make business decisions.
About the Location

Collaborative Work Environment:
At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

About the Job

This role works onsite in our Phoenix Home Office.  Visa sponsorship is not offered for this role.

 

The UX Research team is a key contributor in helping shape PetSmart’s future-state digital experiences for both pet parents and PetSmart associates. We are a data-driven team that continuously strives to uncover experience opportunities to aid our pet parents in caring for their beloved pets whether that is making a purchase online, starting a new Autoship, downloading the app for the first time, or booking a Pet Services appointment.

 

We are looking for a talented and customer-obsessed UX Researcher to join our growing team. The UX Team has two verticals, UX Research & UI Design, which sit under the Digital Team org at PetSmart. This position will report into the Sr. Manager UX Research & Digital Voice of Customer.

 

The UX Research works closely with your manager and other UX Researchers to craft strategic research plans that support the UX project lifecycle from early discovery to specific feature design and testing for evolving digital products and experiences for our pet parents and store associates.

 

Independently develop plans for qualitative and quantitative studies (i.e. concept testing, usability testing, user interviews, surveys, focus groups, field research, competitive analysis, etc.), assess site experience using digital analysis tools, and analyze all data with expected outcomes of current state customer journey maps, experience focus areas, A/B testing ideas, and actionable experience recommendations that will be presented to partners such as UI Designers, Product, Technology, and Business stakeholders.

 

Additionally, this person may be expected to support in Digital Voice of Customer activities such as customer feedback analysis and monthly reporting.

 

Requirements

3-5 years of experience in a user experience/customer experience research positionSome experience with voice of customer or related experience that demonstrates ability to analyze qual and quant survey responses data, identify themes, and contribute to recurring reportingExperienced in using tools such as UserTesting.com, Contentsquare, and Figma/FigJamAbility to synthesize multiple data sources into a cohesive, easily digestible story and experience recommendationsComfortable creating presentations and speaking with various audiences including executive leadershipStrong collaboration & communication skillsA portfolio is optional, but if selected to interviewed, you will be required to share project examples that effectively demonstrate your research abilities
About the Culture

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share.  These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

 

Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

Pet friendly environment, bring your pets to work!On-site Dog Park“Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers“Sit & Stay” Café serving fresh breakfast and lunch optionsOn-site coffee bar“Lil’ Paws” learning center and onsite daycare facility (associate paid)Volunteer events with PetSmart CharitiesLearn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/Explore PetSmart Benefits here: https://benefits.petsmart.com/If you don't already live in the Phoenix area here's a guide to the area:  Welcome to Phoenix Guide

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.