Principal Product Designer, Customer Design Lead

Thumbtack

About The Position

Thumbtack helps millions of people confidently care for their homes. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together. About the Design Team We're a tight-knit team of product designers, researchers, and content designers working closely with engineers and product managers to research, explore, and iterate on well-crafted user experiences that are innovative, engaging, and delightful. We collaborate regularly through design critiques, work sessions, and presentations to inspire and influence the direction of the product and company as a whole. About the Role As the Customer Design Lead, you will own and elevate the end-to-end experience for Thumbtack's Customer platform across native and web. This is a horizontal, cross-pillar role: you will work across pods and pillars to ensure the product is cohesive, consistent, and positioned for the future — not just well-executed in any one area. You will help shape the future direction of the customer experience by identifying strategic opportunities, influencing product direction, and driving ambitious, customer-centered thinking across the organization. You will set the quality bar for the customer experience, identify systemic gaps, establish design principles, mentor senior and mid-level designers, and drive the highest-impact strategic projects. You will operate as a strategic leader for the customer experience and business.

Requirements

12+ years of product design experience, with significant time at principal or staff level
Portfolio demonstrating platform-level or pillar-level design ownership, not just individual feature execution
Deep expertise in cross-platform experience design (native + web)
Track record of establishing quality infrastructure: design principles, quality bar or other rituals
Strong product thinking and the ability to shape strategy, prioritize opportunities, and navigate complex business and user tradeoffs
Exceptional mentorship and coaching skills, particularly for senior and staff ICs
Highly effective communication skills: able to present and influence at the org and company level
Experience partnering with research and analytics leaders to drive forward-thinking, strategic insights
Demonstrated ability to work across multiple teams and drive alignment on ambiguous, high-stakes problems

Responsibilities

Own the end-to-end quality and coherence of the customer experience across native and web
Shape product direction at the pillar and company level through customer insight, systems thinking, and strategic design leadership
Identify systemic experience gaps and high-impact opportunities; drive cross-pillar projects to close them
Establish and uphold customer design principles that guide teams in making product and quality tradeoff decisions
Identify systemic experience gaps and drive cross-pillar projects to close them
Produce platform-level artifacts: experience maps, north star visions, and strategic roadmaps
Mentor senior and mid-level designers on craft and career growth