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
We are looking for a talented and customer‑obsessed UX Researcher to join our growing team. The 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. This position will report into the Sr. Manager UX Research & Digital Voice of Customer.
Responsibilities
The UX Researcher will:
- Develop qualitative and quantitative research plans—from concept testing and usability testing to user interviews, surveys, focus groups, field research, and competitive analysis—to support the UX project lifecycle from early discovery to specific feature design and testing.
- Assess site experience using digital analysis tools and analyze all data to produce current state customer journey maps, experience focus areas, A/B test ideas, and actionable experience recommendations.
- Present findings and recommendations to partners such as UI Designers, Product, Technology, and Business stakeholders.
- Support Digital Voice of Customer activities such as customer feedback analysis and monthly reporting where required.
- Collaborate closely with other UX Researchers, designers, and product teams to spark insight‑driven decision making.
Requirements
- 3‑5 years of experience in a user experience/customer experience research position.
- Some experience with Voice of Customer or related experience that demonstrates ability to analyze qualitative and quantitative survey responses, identify themes, and contribute to recurring reporting.
- Experience using tools such as UserTesting.com, Contentsquare, and Figma/FigJam.
- Ability to synthesize multiple data sources into a cohesive, easily digestible story and experience recommendations.
- Comfortable creating presentations and speaking with various audiences including executive leadership.
- Strong collaboration & communication skills.
- A portfolio is optional, but if selected for interview, 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. We celebrate the unique stories, backgrounds, and experiences our associates share, bringing new perspectives into shaping our Belonging culture.
Benefits
- 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 options
- On‑site coffee bar
- “Lil’ Paws” learning center and onsite daycare facility (associate paid)
- Volunteer events with PetSmart Charities
- Learn more about #Life at PetSmart 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
Equal Opportunity Statement
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.