Suppose you had the opportunity to change something at Zillow. What would you change?

Question Analysis

This question is asking you to think critically about Zillow as a company and identify aspects that could be improved. It assesses your ability to analyze an organization's dynamics and your initiative in suggesting enhancements. This question also seeks to understand your values, priorities, and alignment with the company’s goals. To answer effectively, you should be familiar with Zillow’s current operations, challenges, and opportunities. The use of the STAR (Situation, Task, Action, Result) method can help structure your answer to demonstrate your problem-solving and innovative capabilities.

Answer

Situation: While working on a project at Zillow, I noticed that the customer feedback loop could be more efficient, particularly in how feedback was used to improve product offerings.

Task: I identified the need to streamline the process of gathering, analyzing, and implementing customer feedback to ensure that product development aligns closely with customer needs and expectations.

Action: I proposed the creation of a cross-functional team dedicated to customer insights. This team would be responsible for systematically collecting feedback, analyzing trends, and collaborating with the product development team to integrate insights into the design process. I also suggested implementing a more robust customer feedback platform that allows real-time data collection and analysis.

Result: By implementing these changes, I believe Zillow could improve customer satisfaction and retention, as well as drive more innovative and customer-centric product development. This would ultimately enhance Zillow's competitive advantage in the real estate market.