Experience Strategy Principal

About the team

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.

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. You’ll operate as a senior strategic problem solver and executive advisor, turning complex customer, operational, and business insights into clear operating frameworks that drive multi-year investments, transformation, and enterprise execution. This role directly influences senior leaders’ decisions and shapes the long-term direction of our service strategy.

 

You will get to

Lead operational analyses and synthesize insights...