Zillow Group

Experience Strategy Principal

Remote-USA · Principal

Sponsorship not specified$154k-$245kDetected 28 days ago

Financial ModelingProcess ImprovementCustomer SupportLeadershipCommunicationProblem SolvingLean Manufacturing

About the role

As an Experience Strategy Principal, 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.
Translate complex analytical findings into clear, actionable recommendations that guide senior leadership decisions and prioritization.

These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation.
Facilitate cross-functional working sessions, influence stakeholders, and drive alignment to define strategic direction for enterprise-level operational improvements.

Deep expertise architecting enterprise-level customer experience strategy and operating frameworks within complex, customer-centric organizations.
Demonstrated ability to influence senior leaders and drive alignment without direct authority, including experience with change management.
Ability to navigate an ambiguous, rapidly evolving environment
We encourage you to apply if you have transferable skills or related experiences.

Bachelor's degree in Business, Finance, STEM, Humanities, or a related field
an advanced degree, CXPA certification, or Lean Six Sigma certification is a plus.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $153,600.00 - $245,400.00 annually.
The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.

As part of Zillow's Customer Experience Operations team, you'll join a collaborative group dedicated to making the home journey easy, personal, and integrated.
The team transforms the customer experience by turning insights into scalable service strategies that elevate both agent and consumer interactions.

al employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status

This listing is sourced directly from Zillow Group's careers page and normalized into a canonical job model.