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!

Responsibilities

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, Frontline Marketing, Contact Center, and Sales 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
• Leads the creation of a journey management pilot for their experience area, driving new ways of working with cross-functional partners in multiple disciplines
• 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 teleworker position. Teleworkers 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. Employees may live in any part of Mexico, but preferably in Mexico City, as we would encourage attendance for occasional in-office events.

In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location.

Who you are

• Strong communication and collaboration skills
• 7+ years as a service designer, design strategist, product designer, user experience designer, design lead, or similar role
• Experience building relationships and working optimally with diverse, cross-functional teams
• Experience developing tools and frameworks to help teams work better together
• Experience providing direction that helps designers grow their skills and deliver their best work
• Experience identifying customer insights through user research and discovery activities
• Experience creating north star visions and helping cross-functional teams execute against them
• Experience in journey management with platforms such as TheyDo or Smaply
• Experience building service blueprints, storyboards, journey maps
• Experience developing design strategies that address customer and business problems
• Experience crafting products and services using human-centered design principles
• Experience making effective decisions and managing design project work
• Examples of critical thinking, creativity, and risk-taking in design projects
• Background in service design, information architecture, interaction design, and other user experience fields
• Expertise with Figma, Mural or similar design and prototyping tools
• Please submit case studies and resume with your application

Here at Zillow, we value ALL candidates with a diverse set of backgrounds, experience, and skills. If you have experience and meet at least some of the criteria, we encourage you to apply!

Get to know us

Zillow is reimagining real estate to make it easier to unlock life’s next chapter.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do is helping people move from dreaming to transacting — and no matter what job you're in, you will play a critical role in making this vision a reality.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, and a fundamental commitment to Equity and Belonging. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, and gender identity. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.