Principal Service Designer

About the teamThe 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 areStrong 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 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
Get to know usZillow is reimagining real estate to make home a reality for more and more people. 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 helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people. Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. 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, Glassdoor Employees' Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, 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, gender identity or Veteran status. 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. Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.