Principal Service Designer

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