Principal Service Designer

About the team

The Zillow Experience Design (ZxD) team is a fast-paced, collaborative, and driven product design team. We’re a tight-knit, fun-loving, and upbeat group. Meet us and learn more (https://www.zillow.com/careers/design/)!

We are a multidisciplinary team. Our roles include product design, content design, experience research, design systems, design strategy, service design, information architecture, and design operations

We build useful, usable, and innovative experiences for Zillow customers. These experiences live across web, mobile, and internal software platforms.

Our team cares deeply about solving problems for real people – customers, co-workers, & everyone else. We seek to make everything a little better than we found it.

About the role

As a principal service designer, you’re responsible for simplifying complex problems and turning them into compelling design solutions. You’ll do this by uncovering customer insights, developing design strategy and vision, and leading product teams to deliver outstanding customer experiences. As a design leader, you develop positive relationships, provide mentorship to other designers, and work with others to elevate experience design quality. Our mission is to make Zillow the most-loved place to discover, buy, sell, or rent a home. 

Your role will sit within our Zillow Integrated Experiences team which sits at the intersection of multiple product lines, focused on stitching together our products into a cohesive experience for our customers and partners. This role will be a combination of design strategy and service design projects, helping to drive the future vision of the company!

Design Strategy

• Helps create a vision of a “north star” to inform long-term planning

• Identifies gaps in current systems and services

• Articulates the evolution of an offering from current state to longer-term vision

• Defines measurable criteria for validating iterations of a design or vision

• Articulates customer-centered value propositions

• Informs the business and product strategy by connecting user needs with business goals

• Initiates conversations to balance product and user outcomes (so both goals can be met)

Service Design

• Understands and applies the fundamentals of service design practice, including customers, their interactions, channels, and touchpoints

• Understands and executes against a design strategy by working closely with Product, Engineering, Marketing, and Operations to deliver service improvements

• Audits an existing service via the creation of service design artifacts (journey maps, service blueprints, storyboards, multi-channel prototypes etc.) and lead design sessions and design critiques to co-create and iterate with partners

• Envisions and creates net new services and channels, driving innovation that fulfills larger business objectives

• Orchestrates the delivery of services improvements that cross channels. Works through organizational silos to coordinate efforts and help others achieve better results

• Work with product designers, product managers, researchers, operations, content designers, sales teams, strategy & operations, and engineers

• Propose, test, and evaluate ideas that improve Zillow customer experiences

• Lead multiple projects independently and deliver high-quality work on time

• Partner with other designers to ensure design consistency and excellence

• Share expertise and mentorship to help others develop skills

• Contribute, learn, grow, and have fun!

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, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $167,900.00 - $268,100.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC 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.

Who you are

• Strong communication and collaboration skills

• 7+ years as a service designe