Customer Experience Insights

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 expert to 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
• Partner across Services teams to inform and support efforts to build customer experiences based on customer expectations, needs, preferences, and behaviors
  
  
  

Qualifications

• 3–5+ years of experience in customer insights, data analysis, or customer experience strategy roles.
• 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.
  
  
  

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.