Senior Quantitative Experience Researcher, Experience Measurement

About the team

The User & Market Science team sits within a multidisciplinary team of researchers, Zillow Research & Insights (ZRI), which also includes Customer and Partner Insights Strategists, UX Researchers, Population Scientists, and Behavioral Scientists. We all play a significant role within the greater product and marketing organizations. ZRI sits within Zillow Experience Design (ZxD), a fast-paced, collaborative, and driven product design team.
We build useful, usable, and innovative experiences for Zillow customers. These experiences live across web, mobile, and internal software platforms.
Our team cares deeply about solving problems for real people – customers, co-workers, and everyone else. We seek to make everything a little better than we found it.

About the role

As a Senior Quantitative Experience Researcher, you're responsible for using empirical research methods, statistics, and programming to explore, describe user needs and behavior, quantify and evaluate user experience, and develop UX metrics. You'll provide our data-hungry team with meaningful customer insights to make confident product decisions. Our mission is to make Zillow the most-loved place to discover, buy, sell, or rent a home.

You Will Get To:

• Research road mapping: Turn business objectives into meaningful research questions, scope and plan a research program to help bring the best product experience for residential professionals (e.g. Real Estate Agents, Brokers, Loan Officers & other Home Financing professionals). The focus is identifying appropriate user experience measurement and metric needs, evolving lead and lag indicators, and building measurement frameworks for our product teams.

• Survey design & execution, survey tooling: Design questionnaires, identify launch touchpoints, triggering mechanisms, appropriate sampling rates and sample sizes, ensure successful launch & proper maintenance of data collection, build & standardize survey question repositories, improve data collection processes through suitable survey tools (i.e., Qualtrics, Medallia, Gainsight, etc).

• Data analysis & research reporting: Apply descriptive and inferential statistics, combine business analytics, data visualization and mining to extract impactful insights and turn them into actionable product recommendations, monitor results to uncover trends and opportunities. Disseminate research findings in clear, concise, and creative ways. Lead the development of measurement dashboards and platform-wide reporting.

• Stakeholder management: Collaborate with partners in Product, Engineering, Marketing, Business & Strategy, and Data Science to increase data-informed decision making, such as by establishing closed-loop programs with stakeholders to triage and act upon customer feedback, interacting with senior management to help influence strategic directions.

• Ecosystem metric framework: Bring learnings from Residential Professional metric programs to inform the Zillow ecosystem metric framework for measuring user experience across all Zillow products and features.

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. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $145,500.00 - $232,500.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• Advanced degree in consumer behavior, marketing, psychology, economics, other social science fields (computer human interaction, communication, information science), data science, or related quantitative disciplines

• 2+ years leading experimental research in an industry setting with PhD; or 5+ years with MA

• Deep knowledge and extensive experience (5y+) of various applied quantitative research methods in an industry setting, including but not limited to: surveys, experimentation, A/B tests

• Expertise in descriptive and inferential statistical methods. Proficient with advanced statistical analyses and data modeling, such as: advanced multivariate and multi-level regressions, factor analysis, clustering.

• Proficient with data analysis using R, Python, or similar

• Robust analytical and problem-solving skills with experience transforming data into actionable customer insights and measurements

• Effective communicator and influential storyteller using quantitative data, well-rounded interpersonal skills

Preferred Qualifications:

• Survey research expertise: Deep knowledge and extensive experience (5y+) of applied survey research including but not limited to: sampling, questionnaire design, survey triggering, data collection methods, data analysis, data viz, dashboards, advanced survey tools such as MaxDiff, Conjoint. Advanced user of Qualtrics, or similar.

• Experience with SQL, knowledge of databases, log data exploration. Ability to manage and  interpret complex data sets across multiple databases. 

• Experience with triangulating different data sources (surveys, log data, market data, etc…), log data exploration (e.g. through SQL querying, machine learning models, AI tools)

• Self-motivated and willing to take on leadership roles in programs and projects

• Experience in Customer Experience measurement and analytics with known methodologies and industry tools (i.e., Qualtrics, Medallia, Gainsight, etc) such as customer sentiment measurement & trends, Voice of Customer program.

Here at Zillow, we value ALL candidates with a diverse set of backgrounds, experience, and skills. If you have experience and meet at least some of the criteria, we encourage you to apply!

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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 your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.