Ancestry Customer Service Jobs (NOW HIRING)

About Ancestry:
When you join Ancestry, you join a human-centered company where every person's story is important. Ancestry®, the global leader in family history, connects everyone with their past so they can discover, preserve, and share their unique family stories. With our unparalleled collection of more than 65 billion records, over 3.5 million subscribers, and over 27 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we've built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving, and sharing the most important information about themselves and their families.
We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations HERE). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve.
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people's lives? Join the curious.
We're looking for a Principal Product Designer to join our End-to-End Experience (E2E) team - a specialized group that works across product areas to ensure our experiences feel cohesive, high-quality, and deeply valuable to customers. This role is a unique opportunity to shape how Ancestry shows up holistically, connecting touch-points into a seamless, intuitive journey.
This is not about owning a single product surface. It's about seeing across them - identifying gaps, inconsistencies, and opportunities - and partnering with teams to elevate the entire ecosystem. You'll also work closely with Product Marketing to ensure the value of our experiences is clear, compelling, and reflected consistently in the product.
You'll report to the Design Director of the E2E team and collaborate closely with peers across product, design, engineering, research, content, marketing, and customer support. Your role is to help ensure that every part of the customer journey feels intentional, connected, and aligned with our broader strategy.
What you'll do

• Lead design initiatives that span multiple product areas, driving consistency, quality, and cohesion.
• Partner with product teams to identify friction, gaps, and inconsistencies - and help define solutions that improve the overall journey.
• Collaborate closely with Product Marketing to ensure product experiences clearly communicate value, align with messaging, and support go-to-market efforts.
• Identify and elevate key moments in the customer journey that drive trust, engagement, and retention.
• Translate insights from qualitative research and quantitative data into clear, actionable design direction.
• Bring a systems-thinking approach to design, helping teams connect individual features into a broader, unified experience.
• Create and guide high-quality design artifacts - including flows, prototypes, and marketing assets.
• Guide and evolve our communication standards across email, push, and notifications.
• Influence cross-functional partners and stakeholders, aligning teams around shared goals for the customer experience.
• Advocate for the customer across the organization, fostering a culture of clarity, empathy, and intentional design.

Who you are

• Strong experience in product design, with a track record of working across teams and influencing outcomes beyond your immediate scope.
• Comfortable operating as a lead individual contributor - setting direction while also being hands-on in execution.
• Deep understanding of end-to-end customer journeys and experience design.
• Experience working on complex, multi-surface products where consistency and cohesion are critical.
• Ability to connect product experience with product marketing and storytelling - ensuring users understand the value of what they're using.
• Strong systems thinker who can zoom out to see the big picture and zoom in to refine details.
• Excellent communicator and collaborator who can align diverse stakeholders.
• Passionate about creating high-quality, connected experiences that put the user first.
• Bonus: Experience with consumer subscription products, digital ecosystems, or value communication within product experiences.

Why Ancestry?
Join a dedicated team working to connect millions of people with their past and enrich their futures. At Ancestry, you will play a role in pioneering legal solutions that shape the consumer genomics industry. Your contributions will help foster and protect our workforce that is dedicated to helping our customers tell their own stories, while supporting a brand recognized and trusted around the world. We offer a collaborative workplace, competitive compensation, and the opportunity to make a meaningful difference.
Compensation
Ancestry values pay transparency and equity. As a signatory of the ParityPledge in Support of Women and the ParityPledge in Support of People of Color, we are pleased to share the base salary range for this position: $162,000 - $192,000 with eligibility for bonus, equity, and comprehensive benefits including health, dental, and vision. Actual salary will depend on location and experience. We will provide detailed compensation data for a specific location during the recruiting process.
Additional Information:
Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.
All job offers are contingent on a background check screen that complies with applicable law. For candidates who live in San Francisco, CA, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.
Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.