Senior UX Researcher, Field & Consumer Research

Ready to be a Titan?

ServiceTitan strives to be the best place our Titans have ever worked, so they can do the best work they've ever done. The Experience Design (XD) team is central to this mission. We solve real-world problems in the home services industry. We are passionate about bringing innovative and delightful solutions to traditional problems and workflows. Our ambitious team of product designers works closely with product managers, engineers, product marketers, and thousands of our users to help make their lives easier through technology. We embrace agile development and design thinking to ship dozens of new features monthly. We measure our success based on our customer's success. We strive for real impact.

We are looking for a talented Senior User Experience Researcher to support research across two connected areas: Field (technician and consumer payments experience) and Consumer (marketplace and agents). This role researches both sides of our business — the trade professionals who use ServiceTitan every day, and our customers' customers: the homeowners and consumers who book, schedule, and experience service through the businesses we power. On Field, you'll partner with and be guided by our Staff User Experience Researcher, Field Enablement. On Consumer, you'll partner with our AI orchestration lead to ground the marketplace and agent experience in real consumer behavior. You'll also support our research democratization efforts, coaching Product Designers to plan and run their own self-service usability studies so research capacity scales beyond the research team itself.

The Senior User Experience Researcher must be innately curious, passionate about user research and testing, and an organized and creative thinker eager to learn. They must also be open to exploring outside-the-box, innovative study and recruiting techniques to succeed as a member of our growing Experience Design team.

This is an opportunity to leave your thumbprint on category-defining software actively disrupting the Home Services industry, at one of LA's rapidly scaling public SaaS company.

What you'll do

• 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

What you'll bring

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

• Experience collaborating effectively across functions and teams

• Degree in Human-Computer Interaction, Design, Sociology, Psychology, Anthropology or related field, or equivalent practical experience

Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: 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, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $147,600 USD - $221,400 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $137,900 USD - $206,900 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.