Senior UX Researcher, Field & Consumer Research

ServiceTitan•US CA Remote, CA

3d•$137,900 - $221,400•Remote

About The Position

ServiceTitan is seeking a talented Senior User Experience Researcher to support research across two key areas: Field (technician and consumer payments experience) and Consumer (marketplace and agents). This role involves researching both the trade professionals who use ServiceTitan and their customers' customers (homeowners and consumers). The researcher will partner with other team members to understand user behavior and inform product development. The ideal candidate is innately curious, passionate about user research, and an organized and creative thinker. This is an opportunity to significantly impact category-defining software in the Home Services industry at a rapidly scaling SaaS company.

Requirements

5-8 years of demonstrated experience collaborating on new products or features from conception to launch.
Demonstrated experience conducting impactful research with both business users and their end consumers — ideally in a two-sided or multi-sided product context.
Experience conducting field research (e.g., contextual inquiry, in-home or on-site studies, ride-alongs) with technicians or frontline workers.
Demonstrated experience contributing to strategic research that results in high-impact product roadmap decisions.
Expert understanding of research methodologies and the ability to select the best method for a given task.
A strong portfolio of research deliverables that align with business objectives and deliver actionable insights that directly impact decision making.
Experience collaborating effectively across functions and teams.
Degree in Human-Computer Interaction, Design, Sociology, Psychology, Anthropology or related field, or equivalent practical experience.

Nice To Haves

Experience coaching or enabling non-researchers (designers, PMs) to run their own research — a plus.

Responsibilities

Conduct high-value generative and evaluative research on high-profile initiatives in Field (technician and consumer payments experience) and Consumer (marketplace and agents).
Conduct research with our customers' customers — the homeowners and consumers who interact with ServiceTitan-powered businesses through marketplace and agent experiences — in addition to research with our direct trade-business customers.
Become the go-to expert on the people and problems relevant to Field and Consumer, including how these areas fit into the broader XD portfolio and how they compare to competitor offerings.
Generate actionable insights that measure how well Field and Consumer meet user needs, and use that data to influence product features, functions, and design priorities.
Facilitate a deep understanding of the problem space within Field and Consumer, and use those insights to influence the overall vision and roadmap for both areas.
Prioritize research questions aligned with Field and Consumer team goals, focusing effort on the most impactful research.
Create and evolve a research strategy for Field and Consumer, aligning with area goals and adjusting methods as studies require.
Collaborate with Data Science and Analytics to track the impact of research-driven recommendations on live products and features.
Use AI-assisted analysis to run "what if" scenarios in research reviews, and package reusable insight objects and prompts for the broader design and product org.
Mentor Associate UX Researchers executing the research strategy, and coach Product Designers and PMs on research exploration and discovery.
Support and scale a self-service usability testing program — coaching Product Designers to independently plan, run, and analyze their own usability studies with customers and internal subject matter experts, so research capacity grows without adding headcount.
Partner with Product Designers and other team members on the logistics of usability studies — scheduling, hardware, software, and remote or on-site sessions.
Work with internal recruitment channels, identify recruiting requirements, write screeners, and partner with recruiting teams to source appropriate participants — including both trade-business users and end consumers.
Participate in interviewing and evaluating UX Research candidates, applying best practices for hiring interviews and helping grow our network of research talent.

Benefits

Flexible time off
Learning and development opportunities
Comprehensive onboarding program
Leadership training
Peer-nominated awards
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
Telehealth options including memberships to One Medical
Parental leave and support
Up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement
On demand maternity support through Maven Maternity
Free breast milk shipping through Maven Milk
Pet insurance
Legal advisory services
Financial planning tools