AppFolio, Inc.

Lead design of voice AI conversational experiences collaborating with engineering and product teams to create intuitive, business-aligned voice interfaces. | Minimum 5 years UX experience with at least 2 years in voice/conversational design, proficiency in voice UI principles, speech technologies, Agile UX, and design prototyping tools. | Description Hi, We're AppFolio. We're innovators, changemakers, and collaborators. We're more than just a software company - 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. Conversations are at the heart of how our customers run their businesses. Property managers spend much of their time communicating with prospects, residents, and owners - answering questions, providing updates, and building trust. Our Sr. UX Designer for Voice AI will design intuitive, business-focused voice experiences that streamline these interactions, enabling automation where it adds efficiency and creating space for property managers to focus on the connections that matter most. The ideal candidate will thrive in a highly collaborative environment, eager to apply Agile and Lean UX techniques while working alongside Software Engineers, QA Engineers, and Product Managers to build innovative AI-driven solutions. Responsibilities • Lead the design of voice AI experiences, from early exploration to polished conversational flows, ensuring interactions feel intuitive and aligned with business needs • Help define and evolve conversational design guidelines and patterns within the broader design system • Collaborate with Engineering and Product Management, together with the rest of the UX Team, to ensure a consistent and high-quality user experience across complex workflows being worked on individually by many small, fast-moving, cross-functional teams • Develop conversation models, personas, and scripts that balance clarity, efficiency, and brand voice • Participate in executing a comprehensive Design Strategy, and work towards meeting usability benchmarks and KPIs • Collaborate with Product Management on roadmap and strategy, working as a tireless advocate for the end user and helping to balance those needs with those of the business • Meet complex design challenges by participating alongside engineering, QA and product in LeanUX-inspired activities such as design studios, provisional personas and storymapping • Ongoing, close collaboration with team members during the sprint including impromptu discussions and brainstorming activities as well as pairing with engineers on design • Support designers and teams as needed with wireframes, flow diagrams, rapid prototypes and visual design to help communicate and validate design ideas • Facilitate user research, in collaboration with the team, to test prototypes and conduct ongoing usability testing specific to conversational interfaces • Evangelize a cohesive user experience via the consistent use of UI patterns • Inspire teams beyond good usability to user delight exploring how tone, pacing, and micro-interactions in voice design can strengthen trust and engagement • Participate in and help drive a comprehensive Design Strategy, setting usability benchmarks and success measures for conversational products. Knowledge and Skills • Strong portfolio of UX work with a focus on voice interfaces, conversational AI, or multimodal experiences • Experience designing natural, human-centered conversations - including turn-taking, error recovery, and edge cases • Understanding of voice UI usability principles (e.g., brevity, clarity, cognitive load) • Basic knowledge of speech technologies (NLU/NLP, TTS, ASR) and how they shape the design process • Understanding of cross-channel experiences (voice, text, web, and mobile) and how to create continuity across them • Awareness of human-in-the-loop patterns - when to keep a person in the workflow, when to automate, and how to design smooth handoffs. • Some background or exposure to large language models (LLMs) and emerging multimodal capabilities • Working knowledge of accessibility standards for voice and multimodal interfaces • Experience with a variety of UX deliverables (wireframes, user flows, mockups, prototypes, etc.), but with a keen sense of when to choose the right tool(s) to communicate the design • Knowledge of Agile UX and Lean UX methodologies and experience working in a highly collaborative environment • Demonstrated proficiency in low-fidelity design tools (such as FigJam) and advanced knowledge of design prototyping tools (such as Figma) • Excellent communication and facilitation skills - able to bring clarity to ambiguous problems and rally stakeholders around the voice experience • Minimum of 5 years of experience in user experience-focused roles, with at least 2 years in voice/conversational design or a closely related area Compensation & Benefits The base salary/hourly wage that we reasonably expect to pay for this role is: $125,600-$157,000 The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate's skills, education, experience, etc. Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type. Regular full-time employees are eligible for benefits - see here. About AppFolio AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com. 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.

Analyze customer feedback data from multiple sources to uncover insights, create visualizations and reports, and collaborate cross-functionally to improve customer experience. | 3-5+ years in customer insights or data analysis, advanced SQL skills, familiarity with survey and VoC tools, strong communication, and experience in a fast-paced B2B SaaS environment preferred. | Description AppFolio is more than a company. We're a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves. We're seeking a data-driven, customer-obsessed Customer Experience Insights expertto help us better understand our customers and optimize their experience across every touchpoint. You'll be a critical partner in uncovering actionable insights that guide cross-functional decisions and fuel exceptional customer journeys. Your impact • Drive strategic decision-making by identifying customer insights, opportunities, and pain points through the analysis of structured and unstructured data from multiple sources (e.g. surveys, support tickets, call transcripts, NPS/CSAT/Customer Effort scores, behavioral data) • Socialize insights and influence organizational strategies using tools like Tableau and reports with effective data visualizations and clear narratives • Enhance cross-functional collaboration by acting as a central hub for customer insights, fostering a shared understanding of the customer across all departments, and promoting a customer-centric culture • Partneracross Services teams to inform and support efforts to build customer experiences based on customer expectations, needs, preferences, and behaviors Qualifications • 3-5+ years of professional industry experience in customer insights, data analysis, or customer experience strategy roles. • 1+ years of industry SQL experience - advanced proficiency in SQL for data extraction and manipulation. • Familiarity with survey tools (Qualtrics, Alchemer (fka SurveyGizmo)) and VoC platforms. • Excellent communication skills with the ability to translate data into clear, actionable recommendations. • Experience interacting cross-functionally with teams such as Product, Customer Support, and Marketing. • Experience working in a fast-paced, data-driven B2B SaaS environment is preferred. • Bachelor's degree or equivalent experience. Must have • Expertise in analyzing customer feedback data, using tools like Excel/GSheets and SQL, including text analytics experience. • Experience leveraging data warehouses to extract and transform raw data. • Strong experience building visualizations in Google Slides or PowerPoint and dashboards in Tableau. • Strong attention to detail and data accuracy in reporting. • Curiosity, empathy, and a passion for improving the customer experience. Location Find out more about our locations by visiting our site. Compensation & Benefits The compensation that we reasonably expect to pay for this role is: $80,000 - $103,000 [base pay / OTE]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate's skills, education, experience, and internal equity. Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type. Regular full-time employees are eligible for benefits - see here. About AppFolio AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com. 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.