Software Development
Senior Service Designer
Archived
Full Time
AppFolio
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
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Streamline customer experiences for differentiated service tiers that deliver value and drive product and service adoption
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Partner cross-functionally to design and document standardized processes across teams with detailed steps, visual representations, and enablement plans
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Develop and drive experiments to improve first-year and overall customer experience to deliver on company initiatives
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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
Qualifications
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5-7 years of experience working in Service Design with experience in end-to-end customer experiences.
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Ability to create customer journey maps, service blueprints, and storyboards to visualize experiences and processes.
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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
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Exceptional visualization skills for mapping and depicting customer touchpoints and presentation skills to inspire action.
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Experience partnering with service teams to drive customer-centered design for experiences based on data and customer insights.
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Experience working in a fast-paced, data-driven B2B SaaS environment is preferred.
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Expertise in leading workshops, brainstorming sessions, and prioritization methods.
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Knowledge and experience with human-centered design methodologies.
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Bachelor’s degree or equivalent experience, Master’s Degree preferred
Location
California, United States
Type
Full Time
Industry
Software Development
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