• design and build new AI features end to end • help shape how the product looks, feels, and behaves alongside the product lead • ship UI to engineering through Subframe • run user testing and feed what you learn back into the work • contribute to the design system as it grows • hold a high bar on typography, layout, motion, and detail • weigh in on product direction and priorities

• Ideate innovative and effective learning experience solutions in collaboration with peers and/or team lead. • Lead or participate in project team working meetings, brainstorm sessions, and other collaborative meetings to generate ideas that help our clients achieve their goals. • Research and distill client-provided source materials to identify and document key learning points. • Develop assigned project deliverables using tools such as Microsoft Word, PowerPoint, Excel, Adobe Acrobat, etc. • Demonstrate proficiency in Experiential Learning by communicating key learning points through interactive, fun learning experiences. • Stay abreast of developments and trends in the areas of adult learning and instructional design. • Collaborate with other departments—graphics, production, logistics, etc.—when deliverables require the involvement of others outside of the Creative team. • Regularly utilize Teamwork (our project management software) to stay on top of key creative milestones and manage due dates for your assigned project tasks.

Role Description 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. What you’ll do - 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 - Produce platform-level artifacts: experience maps, north star visions, and strategic roadmaps - Mentor senior and mid-level designers on craft and career growth Qualifications - 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 Requirements - Expected salary ranges for candidates living in Ontario and British Columbia: $221,000 - $286,000 - Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. Benefits - Thumbtack embraces diversity and is proud to be an equal opportunity workplace. - We do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by law. - We will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. - Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities.

• Defining and managing product vision and strategy aligned with the company’s strategic goals, identifying new opportunities to drive growth and innovation • Championing user-centered design principles across the product lifecycle • Collaborating with UX/UI designers to understand customer pain points and behaviors • Advocating for inclusive design practices and accessibility standards • Balancing aesthetic quality with functionality and technical feasibility • Creating and managing a product roadmap based on the overall product vision and strategy • Partnering with sales, marketing, and customer success teams to ensure successful launch and market adoption of new products and features. • Continuously monitoring the product’s performance and gathering feedback from customers and stakeholders, using data-driven insights to make decisions and prioritize product improvements and features • Leading product release plans and setting the expectation for delivery of new functionalities and improvements • Serve as product ambassador internally and externally, sharing knowledge and answering questions • Anticipating industry shifts and emerging technologies to develop a long-term product strategy that positions the company as a leader in the market • Making strategic decisions about resource allocation and product feature prioritization to maximize business impact