About the team
Zillow Group is on a multi-year journey to replatform the real estate industry, removing friction for buyers, sellers, renters, and borrowers. The analytics team is at the heart of accomplishing this mission, understanding our customers and their experience, making strategic recommendations to leadership, and helping product and marketing communicate effectively with customers.
We are hiring a Director to lead the Customer Engagement Analytics team, situated within Zillow’s AI & Analytics organization.
The Customer Engagement Analytics team enables product success with strategic recommendations, decision support, insights, and data. The team consists of eight data scientists with additional open headcount to be hired as well as room for future growth. The team partners heavily with other data science teams across Zillow’s lines of business, marketing analytics, and the data engineering team in order to accomplish their goals. They are skilled in providing strategic recommendations, business analytics, experimentation, data fluency and visualization, storytelling with data, and modeling.
About the role
We are looking for a technically conversant leader, coach, problem solver, and product analytics specialist to lead the Customer Engagement Analytics teams. To be successful in this role you will:
Develop and own relationships with your business partners, namely product managers and leaders across product and data engineering.
Be an advocate for the customer and help bring customer-centricity into analytics strategies. Partner with product to help define strategies and tactics to improve the value and measurable impact of the customer experience.
Present findings and strategic recommendations with clarity and concision to business partners having varying degrees of data science fluency. Manage and prioritize requests from business partners and set realistic expectations. Transparently communicate about priorities on a regular basis.
Grow the team by coaching the team members in their career growth and hiring into new open positions.
Partner with other senior data science leaders to promote career growth for data scientists across the company.
Be a strong partner with data engineering teams on the data ecosystem and an advocate for the requirements of data scientists and data visualization engineers.
Partner with the experimentation platform team in building a strong culture of experimentation across the company. Enhance the team’s abilities to report on performance, focus on impact, and provide transparency about critical analytics workstreams. Establish self-service systems and processes.
Hold a “big picture” view of Zillow Group. Identify emerging trends in real estate tech of which leaders should be aware. Identify ways to utilize our data to guide big strategic decisions.
Be accountable to the leadership of Data & Analytics and Product for your success. Stay on top of key business metrics and outcomes.
This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
Who you are
A leader of analytics teams with extensive experience providing strategic guidance and decision support to decision makers and business owners, in both established and new areas.
A creative and innovative problem solver and storyteller with data, comfortable with helping partners think and solve difficult business challenges. You thrive on partnership and are able to build the bridge between the requirements of the business and the needed insights and analytics to help the business reach their goals.
Have experience product measurement (opportunity sizing, experimental design), and setting requirements for engagement data.
Have consistently prioritized coaching members of your teams and growing leadership on your teams throughout your career.
Have a customer-centric analytics toolbox, including customer segmentation, cohort analysis, and time series analysis. Some fluency with causal uplift analysis also a plus. You have a sound grasp of user/identity tracking, front-end tagging, and clickstream data.
Ideally you have experience in a business involving long, multi-step customer journeys, with both online and offline elements, including agent interactions. Possibilities include real estate, insurance, or the automobile industry. In that context, you have experience with full-funnel measurement and analysis, encompassing all of the stages of the customer journey from awareness, to acquisition, engagement, consideration, trial, and finally conversion.
Are familiar with the tools of data science, possibly including R, Python, SQL, various ETL, Airflow, and Spark.
In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
Get to know us
Zillow is reimagining real estate to make it easier to unlock life’s next chapter.
As the most-visited real estate website in the United States, Zillow® and its affiliates offer customers an on-demand experience for selling, buying, renting or financing with transparency and nearly seamless end-to-end service. Millions of people visit Zillow and its affiliate sites every month to start their home search, and now they can rely on Zillow to help them finish it — and no matter what job you're in, you will play a critical role in making this vision a reality.
At Zillow, we're powered by our innovative and inclusive work culture, where everyone has the flexibility, support and resources to do the best work of their careers. Our efforts to streamline the real estate transaction is supported by our passion to redefine the employee experience, a deep-rooted culture of innovation, a fundamental commitment to Equity and Belonging, and world-class benefits. But don't just take our word for it. Read our reviews on Glassdoor and recent recognition from multiple organizations, including: Fortune’s 100 Best Companies to Work For® List 2021 Bloomberg Gender-Equality Index 2021, Human Rights Campaign (HRC) Corporate Equity Index and HRC’s Best Place to Work for LGBTQ Equality 2021, Fortune Best Workplaces for Technology 2020, Fortune Best Workplaces for Millennials 2020, Fortune Best Workplaces for Parents 2020, and the Deloitte Technology Fast 500.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at RecruitingAccessibility@zillowgroup.com.