principal Service Designer - Strongest Partners 🔥
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, 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.
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)
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, 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!
Who you are
Strong communication and collaboration skills
7+ years as a service designer, design strategist, information architect, 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 a portfolio 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, a fundamental commitment to Equity and Belonging, and world-class benefits. 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, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at RecruitingAccessibility@zillowgroup.com.
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.