About Us
Retail stores, pet products and essential care services form the foundation of this organisation’s work across the United States. Since 1986, our client has helped people care for dogs, cats, birds, fish, reptiles and small pets through an integrated offering that includes grooming, training, boarding and veterinary support. Its scale and breadth create a complex customer experience landscape, connecting shopping decisions with practical guidance and ongoing services that enrich the lives of pets and their families.
Job Description
The Principal UX Designer will establish experience direction for products and services that support pet parents across retail and care journeys. This senior individual contributor role combines strategic leadership, hands-on design and cross-functional influence, translating customer needs, behavioural insight and business priorities into experiences that are clear, useful and connected.
Success will involve bringing structure to ambiguous problems, aligning stakeholders around compelling experience visions and improving the quality of decisions from early discovery through delivery. Based in Phoenix, Arizona, the role will operate across a broad ecosystem where digital interactions, physical retail and service experiences must work together seamlessly.
You will be expected to raise the standard of UX practice through strong methods, thoughtful critique and persuasive communication. The strongest candidate will balance long-term experience strategy with the practical detail required to make journeys easier, more intuitive and more valuable for pet parents.
Key Responsibilities
Set experience strategy and design direction for priority customer journeys spanning retail, products and pet-care services.
Investigate complex, poorly defined problems through research, journey analysis, service mapping and collaborative exploration.
Convert customer and business insights into experience principles, concepts, interaction models and actionable design recommendations.
Lead the creation of end-to-end journeys that connect digital touchpoints with store-based and service-led interactions.
Develop clear narratives, artefacts and presentations that enable senior stakeholders to understand and support design decisions.
Partner with product, technology, research, content, marketing and operations teams throughout discovery, delivery and iteration.
Use prototypes, testing and feedback to validate assumptions, resolve usability issues and strengthen proposed solutions.
Identify gaps in experience consistency, accessibility and usability, then advocate for improvements across relevant platforms.
Provide constructive critique, mentorship and design leadership that improves the capability of colleagues and partner teams.
Represent customer needs in prioritisation discussions while maintaining awareness of commercial, operational and technical constraints.
Requirements
Extensive professional experience in UX, product design, service design or a closely related discipline, including work on complex ecosystems or interconnected journeys.
A portfolio demonstrating strategic thinking, sophisticated interaction design and measurable influence on customer or business outcomes.
Strong command of user-centred design methods, including research synthesis, journey mapping, information architecture, prototyping and usability evaluation.
Experience defining experience vision, principles or frameworks and translating them into practical direction for delivery teams.
Demonstrated ability to operate effectively with incomplete information, frame the right problem and move work towards a credible decision.
Confidence influencing senior stakeholders through concise storytelling, evidence-based recommendations and well-reasoned design rationale.
Proven experience working with multidisciplinary teams across discovery, prioritisation, delivery and post-launch improvement.
Ability to balance customer value, commercial objectives,…