Sr. Service Designer
Description
- Streamline customer experiences for differentiated service tiers that deliver value and drive product and service adoption
- Partner cross-functionally to design and document standardized processes across teams with detailed steps, visual representations, and enablement plans
- Develop and drive experiments to improve first-year and overall customer experience to deliver on company initiatives
- Execute 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
- 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 design
- Exceptional 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.
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.