Principal Service Designer - Zillow Home Loans

Zillow

2d • Remote

About The Position

About the team Zillow’s mission is to give people the power to unlock life’s next chapter. The Experience Strategy & Architecture team is central to that mission, with the ambition to grow Zillow’s business by orchestrating how experiences fit together so people trust Zillow to guide them every step of the way home. The team is currently leading a company-wide transformation, and this role will be critical to the success of that. It will be highly visible, helping to shape product strategy, while also influencing on-the-ground frontline operations. About the role As a Principal Service Designer on the financing team, you'll shape how millions of people experience the most complex, high-stakes transaction of their lives — buying or financing a home. You'll work at the intersection of Zillow Home Loans, real estate operations, and digital product experiences to define service strategies that connect customer needs, business goals, and operational realities. This is a highly visible role with the opportunity to influence long-term experience direction while driving meaningful improvements across teams and channels.

Requirements

• 7+ years of experience in service design, design strategy, business design, product design, user experience design, or a related field
• Proven ability to operate at multiple levels, from executive storytelling and strategic framing to detailed design critique and delivery
• Experience influencing product or business strategy with senior stakeholders, not just executing against an existing roadmap
• Strong service design craft, including experience creating journey maps, service blueprints, storyboards, and other systems-level artifacts
• Experience working in complex, cross-functional environments and building strong partnerships across product, engineering, operations, customer support and business teams
• Ability to develop frameworks, tools, and approaches that help teams align and make better decisions
• Experience mentoring other designers and helping teams raise the quality of their work
• Expertise with Figma, Mural, or similar design and prototyping tools
• Please submit a portfolio and resume with your application

Nice To Haves

• Experience in regulated or operationally complex environments, such as financial services or healthcare, is a plus
• Experience using AI tools (e.g., Claude Cowork, Glean, Replit) to support design thinking, service design workflows, or operating standards is a plus

Responsibilities

• Lead Experience Strategy
• Define and champion a multi-year experience vision for ZIllow’s integrated financing customer journey, from pre-approval through close and beyond
• Identify strategic bets and investment priorities by connecting customer needs, operational constraints, and business outcomes
• Build the frameworks, narratives, and artifacts that help senior leaders make better experience decisions
• Translate enterprise strategy into actionable design direction for product teams
• Lead Service Design
• Execute against an experience strategy by working closely with Product, Engineering, Marketing, Data Science, Sales Enablement, and Operations to deliver service improvements
• Audit 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
• Envision and create net new services and channels, driving innovation that fulfills larger business objectives
• Orchestrate the delivery of service improvements that cross channels and lines of business. Work through organizational silos to coordinate efforts and help others achieve better results
• Work with product designers, product managers, researchers, operations, content designers, loan officers, sales enablement, and engineers
• Build and implement agentic AI capabilities, specifically as it relates to service design work such as creating operating standards.
• Lead multiple projects independently and deliver high-quality work on time
• Mentor other designers & product managers, raise the quality and consistency of service design work, and explore how AI-enabled tools and workflows can strengthen service design practices

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees