Experience Strategy Principal

About The Team

Join Zillow’s Customer Experience Operations group, a collaborative team focused on simplifying, personalizing, and integrating the home journey. This team transforms customer experiences by leveraging insights to develop scalable service strategies that enhance interactions for both agents and consumers.

About The Role

As the Experience Strategy Principal, you will design the future customer experience model and define scalable service delivery methods. This senior strategic problem solver and executive advisor role involves converting complex customer, operational, and business insights into clear operational frameworks that guide multi-year investments, transformation programs, and enterprise-wide execution. Your work will influence senior leadership decisions and shape long-term service strategy direction.

Key Responsibilities

• Lead operational analysis and synthesize insights to recommend cost-saving measures and strategic investments impacting enterprise-wide business decisions.
• Convert complex analytical data into clear, actionable recommendations to support senior leadership prioritization.
• Facilitate cross-functional working sessions, influence key stakeholders, and drive consensus on strategic direction for enterprise operational improvements.
• Develop data-supported business cases for large-scale initiatives, including multi-year investments and transformations, articulating ROI and benefits to senior leaders.
• Design comprehensive customer experience strategies by interpreting operational performance, customer insights, and market indicators to establish standards guiding cross-functional execution.
• Mentor junior team members to enhance analytical capabilities, customer experience strategy expertise, and executive-level storytelling.

Location and Compensation

This position is fully remote within the United States, with employees working from a location of their choice, subject to company identification. U.S. residents from all states are eligible with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC, the salary range for this role is $120,500 to $192,500 annually. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia, the salary range is $114,500 to $182,900 annually. Equity awards may be provided based on experience, performance, and location. Salaries comply with state-specific exempt employee thresholds.

Candidate Profile

• Extensive experience designing enterprise-level customer experience strategies and operating frameworks in complex, customer-centric settings.
• Strong financial skills, including business case development and financial modeling to assess risks, benefits, trade-offs, and ROI.
• Proven success in leading CX strategy, service model design, or enterprise-wide transformations, with over 10 years of background in strategy, consulting, operations, or service design, preferably in technology or customer-focused industries.
• Advanced structured problem-solving abilities, adept at analyzing large quantitative and qualitative data sets and producing executive-ready insights and presentations.
• Capability to influence senior stakeholders and achieve alignment without direct authority, with experience in change management.
• Comfort navigating ambiguous and evolving environments, resilient and proactive in identifying improvement opportunities and challenging current practices while linking actions to long-term business impact.
• Bachelor’s degree in Business, Finance, STEM, Humanities, or related fields; advanced degrees or certifications such as CXPA or Lean Six Sigma are advantageous.
• A passion for enhancing both customer and employee experiences, focusing on process improvement, financial performance comprehension, and strong written and verbal communication at the executive level.
• Zillow welcomes applicants with diverse, non-traditional backgrounds who possess transferable skills or relevant experience.

About Zillow

Zillow is revolutionizing real estate and career movement in the U.S., providing a leading platform to help customers buy, sell, finance, and rent homes with ease and confidence. The company offers opportunities across technology, sales, operations, and design, fostering an inclusive culture where employees can innovate and grow.

Zillow has been recognized as one of the FORTUNE 100 Best Companies to Work For® in 2025 and is included in the PEOPLE Companies That Care® 2025 list, reflecting its commitment to an innovative, inclusive, and engaging workplace.

Diversity & Inclusion

Zillow Group is an equal opportunity employer dedicated to building an inclusive and innovative environment. Employment decisions are made without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Applicants requiring accommodations should contact hiring personnel directly.

Legal Compliance

Qualified candidates with arrest or conviction records will be considered pursuant to applicable state and local laws.

For applicants in Los Angeles County, job duties include working safely and respectfully with others, maintaining professionalism under stress, effective communication, and adhering to all relevant laws and company policies. Criminal history may affect eligibility for certain duties. The company complies with the Los Angeles County Fair Chance Ordinance and will consider applicants with relevant arrest and conviction records.