Happy Returns is solving the #1 pain point of e-commerce: returns. Our mission is to make returns beautiful for shoppers, retailers, and the planet—which we do through our unique combination of proprietary software and reverse logistics. We invented 3rd-party box-free consolidated returns—which have since become the industry standard—and we provide the only end-to-end returns solution that is not only delightful for customers but also saves money for retailers and is better for the planet.
Happy Returns is:
- A UPS Company
- Loved and adored by shoppers — for proof, check out our 93 NPS
- Experiencing rapid growth
- Seeking top talent to contribute to the expansion of the business
Sr. UX Designer / Researcher
Position summary
As a Senior UX Designer / Researcher, you will lead both the research and the design of products used by shoppers of top online retailers, store associates at leading retailers, and our own Happy Returns specialists to create, accept, and process returns. You will join a small team of outstanding engineers and product managers, and work with stakeholders across the company as we rapidly scale in the $800 billion returns market.
What you'll do
- Lead end-to-end design for one or more Happy Returns products: the web flows shoppers use to start a return, the apps retail partners use to manage returns, and the warehouse tools our specialists use to process them.
- Plan, conduct, and lead UX research throughout the product lifecycle to proactively discover user needs and uncover painpoints.
- Synthesize research findings into clear, prioritized recommendations, and partner with product managers, engineers, customer success managers, and leadership to drive iterative product improvements.
- Champion the user from ideation to handoff, crafting user flows, prototypes, and high-fidelity designs in Figma alongside product and engineering.
- Contribute to standardizing Happy Returns design system components.
- Refine and standardize internal research methodologies and templates.
Required qualifications
- 4+ years of professional experience as a UX/UI or product designer, or as a UX researcher who has also designed shipped interfaces.
- Proficiency in Figma, including building components, prototyping interactions, and delivering high-fidelity designs across web and mobile devices.
- Professional experience conducting and synthesizing UX research, including usability testing and feedback interviews, into actionable insights.
- Strong cross-functional communication skills, with experience using research findings and data to advocate for the user.
- A portfolio that shows how research informed your design decisions, not just the final screens.
- Ability to work quickly in a fast-paced, demanding, and rapidly changing environment.
- Solid aesthetic sense and the ability to work within an established style guide or design system.
Preferred qualifications
- Professional experience planning several UX research studies and recruiting research participants.
- Experience conducting discovery interviews in ambiguous problem spaces (before solutions are defined) and using those insights to shape product direction.
- Experience presenting research recommendations to leadership or executive audiences.
- Experience in e-commerce, retail, or logistics.
Compensation
- Compensation for this position will be determined based on a variety of factors, including internal equity, geographic location, and the candidate’s job-related knowledge, skills, and experience. In addition to base pay, this position may be eligible for a bonus and a comprehensive benefits package, which includes medical, financial, and other benefits, depending on the level and position offered.
Why Join Happy Returns?
At Happy Returns, you’ll have the opportunity to work with leading retailers and help shape the future of e-commerce returns. You’ll join a collaborative team focused on solving meaningful customer challenges, improving the shopper experience, and delivering innovative solutions at scale.
As part of UPS, Happy Returns combines the energy of a technology-driven business with the reach and resources of a global logistics leader.
EEO Statement
Happy Returns, a UPS Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, veteran, disability, age, sexual orientation, gender identity or any other characteristic protected by law.
Visa Sponsorship
We do not offer visa sponsorship for this role. Candidates must be authorized to work in the U.S.
Statement to Third Party Agencies
To all recruitment agencies: Happy Returns only accepts resumes from agencies on the UPS preferred supplier list. Happy Returns is not responsible for any fees or charges associated with unsolicited resumes.
Skills Required
- 4+ years of professional experience as a UX/UI designer, product designer, or UX researcher who has designed shipped interfaces
- Proficiency in Figma, including components, interaction prototyping, and high-fidelity web and mobile designs
- Professional experience conducting and synthesizing UX research, including usability testing and feedback interviews
- Strong cross-functional communication skills and ability to use research and data to advocate for users
- Portfolio demonstrating how research informed design decisions
- Ability to work quickly in a fast-paced, demanding, and rapidly changing environment
- Solid aesthetic sense and ability to work within an established style guide or design system
- Experience planning multiple UX research studies and recruiting research participants
- Experience conducting discovery interviews in ambiguous problem spaces and shaping product direction
- Experience presenting research recommendations to leadership or executive audiences
- Experience in e-commerce, retail, or logistics
What We Do
Forward-thinking brands like Everlane, Rothy's, and REVOLVE choose Happy Returns. Together, we retain revenue, reduce costs, give shoppers choice, and make their supply chains sustainable—ultimately making returns beautiful for retailers, shoppers, and the planet. There’s no part of retail that would advance business more to improve than returns. Because Happy Returns manages all aspects of returns, brands can focus instead on their business. Brands can now increase exchanges and offer a top-notch experience with best-in-class returns software and reverse logistics, starting at $350/month.
