Senior Service Designer

24 hours ago

Santa Barbara, California, United States AppFolio Full time
About the Role

We're seeking a highly skilled Senior Service Designer to join our team at AppFolio. As a key member of our design team, you'll be responsible for driving customer experience design capabilities and programs, enabling strategic initiatives to deliver differentiated customer experiences across the business.

Key Responsibilities
  • 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
Requirements
  • 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
What We Offer

At AppFolio, we offer a competitive salary range of $120,000 - $176,000, depending on experience. We also provide a comprehensive benefits package, including health insurance, retirement plans, and paid time off. Our company culture values innovation, collaboration, and growth, and we're committed to helping our employees develop their skills and advance their careers.

Why Join Us?

At AppFolio, we're passionate about creating a world where living in, investing in, managing, and supporting communities feels magical and effortless. We're a team of innovators, changemakers, and collaborators who are dedicated to delivering exceptional customer experiences. If you're a talented Senior Service Designer who is passionate about making a difference, we'd love to hear from you.

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