Principal Service Designer

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.

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
• Translates insights and 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
• 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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

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 problem solving where you’ve led organizations to arrive at successful design solutions
• Examples of critical thinking, creativity, and risk-taking in design projects
• Background in service design, information architecture, interaction design, other user experience fields
• Expertise with Figma, Mural or similar design and prototyping tools
• Please submit a portfolio and resume with your application