Staff User Experience Researcher

Product Management Remote, United States Santa Barbara, California San Diego, 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.

AppFolio is looking for a Staff User Experience Researcher to help us bring the power of well-designed SaaS-based Property Management solutions to a multitude of vertical industries.  The ideal candidate will have experience in multiple research methods, have excellent communication and consultative skills, and be eager to apply Agile and Lean UX techniques in a fast-moving organization where you partner and collaborate with Product Managers, UX Designers and other researchers to build revolutionary software solutions.

What you get to do in this role:

  • Partner with and provide day-to-day research support for product development and design while also driving large strategic research projects that influence product strategy and roadmaps.
  • Partner closely with Product Management and Design leadership to create research plans, execute research, synthesize and extract insights that highlight common user segments, needs and use cases across multiple products and verticals, influencing product strategy and roadmaps. 
  • Represent UI/UX design, customer roles, profiles and concepts across other UX work streams and represent UX architecture strategy for product leaders
  • Consult with stakeholders and recommend appropriate research techniques and methods for the specific strategy and project needs.  
  • Provide mentorship to other members of the user research team and champion the research discipline across the organization. Review and provide feedback on research project plans and research deliverables.
  • Partner closely with Segment Product Management and UX Leadership to influence the portfolio strategy and roadmaps with validated user research findings from your team.
  • Provide guidance on applying the appropriate research techniques and methods for the specific project needs.  Methods such as individual customer interviews, online surveys, focus groups, journey mapping, user flows and information architecture definition.
  • Engage with customers to understand their unique usage of Appfolio to represent the needs of customers across the product and design lifecycle from early discovery to design validation through actual usage and product satisfaction. 
  • Analyze and synthesize qualitative findings and quantitative data to generate actionable insights and recommendations.
  • Communicate findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc. as needed across all levels of the organization.
  • Provide mentorship to other members of the user research team and champion the research discipline across the organization
  • Flexibility to work from our beautiful Santa Barbara or San Diego office, work from home, or a hybrid model.
  • Occasional travel expected to visit customers, conferences, or trade shows 

The knowledge and skills that you bring with you:

  • At least10-12years equivalent combination of education and experience, successfully applying research methods to the design of great products, services, user interface designs and future concepts that drive product development outcomes.  Work experience includes software company performing customer or user research, research agency, UI/UX agency or organizations’ UX team. 
  • Expert at the creation of complex online surveys including questions, advanced survey logic and advanced survey data analysis.
  • In-depth knowledge of SaaS product usability evaluation techniques, perception, cognition, task analysis, and experimental design.
  • Expert using various research tools such as UserTesting, UserZoom, Qualtrics, Decipher, Optimal Workshop; and good knowledge of Figma, Sketch and/or Invision to collaborate with Designers when preparing to conduct research to walk-through prototypes and designs.
  • Excellent at developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software. Proven ability to break complex customer requests down to the core problem and propose. 
  • Must have strong written and verbal English communication skills
  • Excellent communication and presentation skills to visualize technically complex topics and make them easy to understand with customers, product management, product development, design stakeholders and company leadership
  • The ability to learn new technical concepts quickly.
  • Good at multitasking, managing multiple overlapping projects or competing priorities, and organizing yourself and your work. 
  • Understanding how platforms and shared services work, taking a system-level or end-to-end approach to research projects and insight generation to drive consensus across multiple teams. 

To be successful in this role, we’re looking for someone who:

  • Uses a customer first mindset and has a deep interest for consumerization of complex workflows in multiple vertical industries. Knowledge and experience with property management or accounting software a plus
  • Strong technical aptitude, product common sense, and curiosity combined with a genuine love for technology, people, and a well-designed user experience
  • Has experience executing research for Application Platform as a Service (PaaS) or Software as a Service (SaaS) platforms, extracting insights that impact end customers, owner and partners.
  • Has a passion to make software and services improve the daily lives of people at work.
  • Is proactive and will take initiative to learn the technical functionality of Appfolio products, our customers, and existing and future markets to effectively represent Appfolio brand and product functionality with end-users.
  • Is a tireless advocate for the customer, translating qualitative and quantitative behavioral data into compelling stories to establish user empathy with your stakeholders.
  • Enjoy working collaboratively in a cross-functional team, effectively integrating your research across the product design lifecycle.
  • Identify and document research best practices and help on-board new team members
  • Is eager to work with a diverse team, learning and contributing to the improvement of our methodologies and best practices, and our team culture.


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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.