Sr. Service Designer

Customer Experience Santa Barbara, California


Description

Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

We love where we work, and you can, too.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

What you'll do

The Sr. Service Designer will identify and drive action on strategic opportunities across the end-to-end customer journey that result in measurable improvement in customer experience and business outcomes.

  • Together with our product team address top product and CX opportunities resulting in a 5% reduction in the annual run rate of customer support cases by December 2020.
  • Deliver against top CX opportunities aligned to business priorities across customer segments and markets (at least 1 per quarter).
  • Execute Help Journey recommendations across Help Center, In-App Help and/or Chatbot resulting in a 5% reduction in forecasted 2020 customer support cases.
  • Drive a 10% improvement on the most impactful CX metrics which are predictive to business outcomes by the end of 2020.
  • Increase the connection of employees to customers by establishing a new program in 2020 to build customer empathy and bring the customer voice to the work our teams do ever

What we’re looking for

  • Strategic Thinking.  Ability to apply deep understanding of our customers, their needs and our end-to-end experience to design intuitive interactions and experiences.
  • Tireless Advocate for the Customer.  A champion for our customer who will elevate the customer voice to every team, priority and decision.
  • Business Acumen.  Ability to connect the dots and communicate how customer experience efforts can impact business priorities and commit to delivering explicit business outcomes.
  • Analytical Skills.  Able to synthesize quantitative and qualitative data across varied customer listening posts to draw impactful insights that inform strategy and prioritization.
  • Communication.  Exceptional storyteller with the ability to weave together data, insights and voice of the customer to inspire teams to action.
  • Influence and Partnership.  Exceptional relationship builder with ability to effectively navigate across the organization and at all levels to drive alignment and action.
  • Agile & Experimentation Mindset.  Unafraid to take innovative approaches to problems and bring other’s creative ideas forward with an agile “progress over perfection” mindset.
  • Decision Making.  Ability to make and communicate principled decisions with imperfect data and speed.
  • CX Industry Expertise.  Develop expertise, knowledge and connections of CX industry, best practices and experts to inform the work we do and how we operate.
  • Simpler is Better.  Empowering teams to solve business problems. Spends their time and focuses the team on the critical few actions that are most important.
  • Innovative.  Generates and brings other’s new and creative ideas forward. 
  • Listening to Customers is in Our DNA.  Elevates the customer experience in all decision making.
  • Small, Focused Teams Keep Us Agile.  Spends their time and focuses on the critical few actions that are most important.
  • We Do the Right Thing; It's Good for Business.  Always operates with integrity, especially when faced with tough situations.

Must-Haves 

  • 5+ years experience working in Customer Experience, User Experience or Product Design with experience in end-to-end customer experiences, software development and journey mapping. 
  • Passion for championing voice of the customer and creative thinking to develop innovative solutions to customer problems.
  • Data-driven and analytical mindset to identify the most impactful opportunities and to create clear and compelling business cases for prioritization.
  • Deep experience partnering with product and service teams to design products and experiences based on data and customer insights.
  • Ability to influence & lead cross-functional teams with an emphasis on being a relationship builder at all levels of the organization.
  • Exceptional presentation, verbal and written communication skills to inspire action.
  • Experience working in a fast-paced, data-driven B2B SaaS environment is preferred.
  • Bachelor's degree, Master’s Degree preferred.

Our Story

AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Today our software solutions exist in two verticals including the real estate (AppFolio Property Manager, AppFolio Property Manager PLUS, and AppFolio Investment Manager) and legal (MyCase) industries.

To find out more about what AppFolio has to offer, check out appfolioinc.com/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.