Experience Strategy Principal

🕒 5 days ago

🏄 California, Connecticut, +5 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ☕ Washington – Remote

💵 $120.5k - $192.5k / year

⏰ Full Time

🔴 Lead

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Zillow

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2006

🏠 Real Estate

🛍️ eCommerce

👥 B2C

💰 $4.1M Post-IPO Equity on 2012-12

Real Estate • eCommerce • B2C

Zillow is a leading real estate and property rental marketplace that provides comprehensive information on homes, apartments, and properties for sale or rent. It offers users tools to search for properties, calculate mortgage rates, and connect with real estate agents. The platform also features innovative algorithms that provide Zestimates, which are estimated market values of homes. Zillow is a go-to resource for individuals looking to buy, sell, or rent properties, as well as for agents and brokers who want to reach a wider audience.

📋 Description

• Architect the future state of customer experience and define service delivery at scale • Lead operational analyses and synthesize insights into actionable recommendations • Facilitate cross-functional working sessions and influence stakeholders • Create data-backed business cases for enterprise-wide initiatives • Analyze operational performance, customer insights, and market signals • Mentor junior team members in analytical rigor and executive-level storytelling

🎯 Requirements

• Deep expertise architecting enterprise-level customer experience strategy • Strong financial acumen and experience building business cases • Proven track record leading CX strategy, service model design, or enterprise-wide transformation initiatives, with 10+ years in strategy, consulting, operations, or service design • Advanced structured problem-solving skills • Demonstrated ability to influence senior leaders and drive alignment • Ability to navigate an ambiguous, rapidly evolving environment • 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

🏖️ Benefits

• Competitive base salary • Equity awards based on experience, performance and location