Experience Strategy Principal

About the team

As part of Zillow’s Customer Experience Operations team, you’ll join a collaborative group dedicated to making the home journey easy, personal, and integrated. The team transforms the customer experience by turning insights into scalable service strategies that elevate both agent and consumer interactions.

About the role

As an Experience Strategy Principal, you will architect the future state of our customer experience and define how service is delivered at scale. You’ll operate as a senior strategic problem solver and executive advisor, turning complex customer, operational, and business insights into clear operating frameworks that drive multi-year investments, transformation, and enterprise execution. This role directly influences senior leaders’ decisions and shapes the long-term direction of our service strategy.

 

You will get to

• Lead operational analyses and synthesize insights into recommendations that identify cost savings and strategic investments, shaping key business decisions across the enterprise.

• Translate complex analytical findings into clear, actionable recommendations that guide senior leadership decisions and prioritization.

• Facilitate cross-functional working sessions, influence stakeholders, and drive alignment to define strategic direction for enterprise-level operational improvements.

• Create data-backed business cases for enterprise-wide initiatives, multi-year investments, and transformation efforts, clearly articulating ROI and benefits to senior leaders.

• Architect end-to-end customer experience strategy by analyzing operational performance, customer insights, and market signals to establish standards that direct cross-functional execution.

• Mentor junior team members, elevating analytical rigor, CX strategy, and executive-level storytelling.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $153,600.00 - $245,400.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $145,900.00 - $233,100.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• Deep expertise architecting enterprise-level customer experience strategy and operating frameworks within complex, customer-centric organizations.

• Strong financial acumen and experience building business cases, including financial modeling to evaluate risks, benefits, trade-offs, and ROI.

• Proven track record leading CX strategy, service model design, or enterprise-wide transformation initiatives, with 10+ years in strategy, consulting, operations, or service design, ideally in tech or other customer-centric environments.

• Advanced structured problem-solving skills, with success analyzing large quantitative and qualitative datasets and turning insights into compelling, executive-ready recommendations and presentations.

• Demonstrated ability to influence senior leaders and drive alignment without direct authority, including experience with change management.

• Ability to navigate an ambiguous, rapidly evolving environment; resilient and proactive, with the judgment to identify opportunities for improvement and thoughtfully challenge existing approaches while connecting actions to long-term business impact.

• Bachelor’s degree in Business, Finance, STEM, Humanities, or a related field; an advanced degree, CXPA certification, or Lean Six Sigma certification is a plus.

• Passion for both customer and employee experience, with a focus on process improvement, understanding financial perfo