Experience Strategy Principal

Zillow Group

Remote, US
Base: $153,600.00 - $245,400.00 (ca, ct, md, ma, n...
Fully remote
Architect enterprise-level customer experience strategy
Define service delivery at scale
Synthesize insights into recommendations
You will architect the future state of our customer experience and define how service is delivered at scale

Job Summary

  • You will architect the future state of our customer experience and define how service is delivered at scale.
  • This role directly influences senior leaders’ decisions and shapes the long-term direction of our service strategy.
  • Zillow is honored to be recognized among the best workplaces in the country.

Matching Summary

You will architect the future state of our customer experience and define how service is delivered at scale.

Salary

Base: $153,600.00 - $245,400.00 (CA, CT, MD, MA, NJ, NY, WA, DC); $145,900.00 - $233,100.00 (CO, HI, IL, MN, NV, OH, RI, VT); Equity: eligible for equity awards

Skills & Requirements

Must-have

  • Architect enterprise-level customer experience strategy
  • Define service delivery at scale
  • Synthesize insights into recommendations
  • Translate analytical findings
  • Facilitate cross-functional working sessions
  • Create data-backed business cases
  • Analyze operational performance

Nice-to-have

  • Elevating analytical rigor
  • Executive-level storytelling
  • Passion for customer and employee experience
  • Process improvement focus
  • Understanding financial performance

Key Requirements

  • 10+ years in strategy, consulting, operations, or service design
  • Bachelor’s degree in Business, Finance, STEM, Humanities, or related field
  • Advanced structured problem-solving skills
  • Demonstrated ability to influence senior leaders
  • Ability to navigate ambiguous, rapidly evolving environment

Work Rights

Not specified

Tailored Resume

Cover Letter