• As the Customer Design Lead, you will own and elevate the end-to-end experience for Thumbtack’s Customer platform across native and web. This is a horizontal, cross-pillar role: you will work across pods and pillars to ensure the product is cohesive, consistent, and positioned for the future — not just well-executed in any one area
• You will help shape the future direction of the customer experience by identifying strategic opportunities, influencing product direction, and driving ambitious, customer-centered thinking across the organization
• You will set the quality bar for the customer experience, identify systemic gaps, establish design principles, mentor senior and mid-level designers, and drive the highest-impact strategic projects. You will operate as a strategic leader for the customer experience and business
• 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

Benefits

• Parental leave
• Health insurance
• Community matters | Sure, our ways of connecting have changed. But we haven’t missed a beat, from virtual concerts to “TTversary” celebrations to weekly catch-ups
• Always be improving | We bring out the best in our colleagues — and our product — by pushing each beyond what we believe we’re capable of. We give honest feedback, even when it’s hard
• Wellness is a way of life | We promote balance with generous PTO and company-wide holidays — and find our centers every Wellness Wednesday with yoga featuring a Thumbtack pro
• A worthy mission | In a world where tech is often seen as eroding good jobs, we’re helping small business owners thrive. Our product makes entrepreneurship accessible to everyone
• Driven by our values | Our values are the compass by which we make all our decisions. Each one matters: Lead with why, Make it count, Own it, Choose teamwork, and Say what you mean
• Plus, amazing benefits | All the benefits you’d expect, plus a few more: generous parental and fertility benefits, $1800 for Thumbtack services per year and a $1200 remote work stipend
• Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
• 20+ company-wide holidays including two week-long shutdowns
• Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila
• Cell phone and WiFi reimbursements
• Subscriptions and Employee Assistance Program for mental health and well-being- Demonstrated ability to work across multiple teams and drive alignment on ambiguous, high-stakes problems
• Portfolio demonstrating platform-level or pillar-level design ownership, not just individual feature execution
• Track record of establishing quality infrastructure: design principles, quality bar or other rituals
• 12+ years of product design experience, with significant time at principal or staff level
• 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
• Strong product thinking and the ability to shape strategy, prioritize opportunities, and navigate complex business and user tradeoffs
• Experience partnering with research and analytics leaders to drive forward-thinking, strategic insights
• Deep expertise in cross-platform experience design (native + web)