Description

Hi, We’re AppFolio

 

We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

 

We’re looking for customer-focused individuals seeking to advance their careers as a Senior Service Designer.  To improve the customer experience as we scale, the Senior Service Designer role becomes increasingly important to optimize touch-points across humans and technology, develop foundational processes, and create visualizations that tell the story of the customer journey at AppFolio.

 

The Senior Service Designer is responsible for building and driving Service Experience Design capabilities and programs, enabling strategic initiatives to deliver differentiated customer experiences across the business while reducing the rate of effort for our customers and employees.Your impact Streamline customer experiences for differentiated service tiers that deliver value and drive product and service adoptionPartner cross-functionally to design and document standardized processes across teams with detailed steps, visual representations, and enablement plansDevelop and drive experiments to improve first-year and overall customer experience to deliver on company initiativesExecute Help Experience Journey recommendations across the Help Center, In-App Help, and AI Chatbot resulting in improved self-service experiences and a reduction in customer support cases

Qualifications 5-7 years of experience working in Service Design with experience in end-to-end customer experiences. Ability to create customer journey maps, service blueprints, and storyboards to visualize experiences and processes.Experience with a variety of service design deliverables (wireframes, user flows, mockups, prototypes, etc.), and the ability to choose the right tool(s) to communicate the designExceptional visualization skills for mapping and depicting customer touchpoints and presentation skills to inspire action.Experience partnering with service teams to drive customer-centered design for experiences based on data and customer insights.Experience working in a fast-paced, data-driven B2B SaaS environment is preferred.Expertise in leading workshops, brainstorming sessions, and prioritization methods.Knowledge and experience with human-centered design methodologies. Bachelor's degree or equivalent experience, Master’s Degree preferred.Compensation & BenefitsThe base salary/hourly wage that we reasonably expect to pay for this role is: $120,000 - $176,000.The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc. Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

 

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.