Note: The job is a remote job and is open to candidates in USA. Thumbtack helps millions of people confidently care for their homes. As the Customer Design Lead, you will own and elevate the end-to-end experience for Thumbtack's Customer platform across native and web, shaping product direction and driving high-impact strategic projects.

Responsibilities

• Own the end-to-end quality and coherence of the customer experience across native and web
• Shape product direction at the pillar and company level through customer insight, systems thinking, and strategic design leadership
• Identify systemic experience gaps and high-impact opportunities; drive cross-pillar projects to close them
• Establish and uphold customer design principles that guide teams in making product and quality tradeoff decisions
• Identify systemic experience gaps and drive cross-pillar projects to close them
• Produce platform-level artifacts: experience maps, north star visions, and strategic roadmaps
• Mentor senior and mid-level designers on craft and career growth

Skills

• 12+ years of product design experience, with significant time at principal or staff level
• Portfolio demonstrating platform-level or pillar-level design ownership, not just individual feature execution
• Deep expertise in cross-platform experience design (native + web)
• Track record of establishing quality infrastructure: design principles, quality bar or other rituals
• Strong product thinking and the ability to shape strategy, prioritize opportunities, and navigate complex business and user tradeoffs
• Exceptional mentorship and coaching skills, particularly for senior and staff ICs
• Highly effective communication skills: able to present and influence at the org and company level
• Experience partnering with research and analytics leaders to drive forward-thinking, strategic insights
• Demonstrated ability to work across multiple teams and drive alignment on ambiguous, high-stakes problems

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