Principal Service Designer - Zillow Home Loans at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Principal Service Designer - Zillow Home Loans in the United States.

This role sits at the intersection of service design, product strategy, and large-scale operational transformation within the home financing journey. You will help shape how customers experience one of life’s most complex milestones—buying and financing a home—by connecting digital products, lending operations, and cross-channel services into a cohesive ecosystem. Operating in a highly visible strategic environment, you will influence executive-level decisions while also driving tangible improvements across teams and customer touchpoints. You will define long-term service vision, translate it into actionable design direction, and ensure alignment between customer needs, business goals, and operational constraints. Working across product, engineering, sales, and operations, you will help reimagine end-to-end mortgage and financing experiences. This is a remote role that combines strategic leadership with hands-on service design execution and innovation, including AI-enabled transformation of service workflows.

• Lead and define a multi-year service design vision for the integrated home financing journey, connecting pre-approval, mortgage processing, closing, and post-close experiences into a unified strategy aligned with business outcomes and customer needs.
• Develop strategic frameworks, journey maps, service blueprints, and narratives that guide executive decision-making and translate enterprise strategy into actionable product and design direction.
• Drive end-to-end service design execution by partnering with Product, Engineering, Operations, Sales, Marketing, and Data Science teams to deliver cohesive, scalable improvements across channels and touchpoints.
• Identify and prioritize strategic experience investments by analyzing customer pain points, operational limitations, and business opportunities to shape roadmaps and innovation initiatives.
• Lead cross-functional orchestration of service improvements, breaking down silos and ensuring alignment across multiple business units and operational teams.
• Design and prototype new services, channels, and AI-enabled capabilities that enhance operational efficiency and customer experience at scale.
• Mentor designers and product partners, elevating service design maturity, improving consistency of outputs, and embedding AI-supported design practices into workflows.

• 7+ years of experience in service design, product design, UX design, business design, or design strategy within complex, cross-functional environments.
• Proven ability to operate across strategic and execution levels, including executive storytelling, systems thinking, and detailed service design delivery.
• Strong experience influencing product or business strategy through service design artifacts, frameworks, and cross-functional collaboration.
• Expertise in service design tools and methods such as journey mapping, service blueprints, ecosystem mapping, and scenario design.
• Experience working across product, engineering, operations, and business teams in highly regulated or operationally complex environments.
• Strong communication, facilitation, and stakeholder management skills with the ability to align senior leaders and cross-functional teams.
• Proficiency in design and collaboration tools such as Figma, Mural, or similar platforms.
• Experience applying or experimenting with AI tools to enhance design workflows, service modeling, or operational frameworks is a plus.

• Competitive base salary ranging approximately from $169,300 to $284,700 depending on location, experience, and performance.
• Equity awards based on role level and individual contribution.
• Remote-first work model with flexibility to work from a location of choice within the United States.
• Comprehensive healthcare coverage including medical, dental, and vision plans.
• Retirement savings plans with company support.
• Paid time off, holidays, and parental leave programs.
• Inclusive, innovation-driven work environment with strong emphasis on career growth and cross-functional exposure.