CX Researcher at ServiceTitan

| Greater LA Area
Sorry, this job was removed at 4:12 a.m. (PST) on Tuesday, March 16, 2021
Find out who's hiring in Los Angeles.
See all Data + Analytics jobs in Los Angeles
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

ServiceTitan is looking for a Contractor Experience (CX) Researcher to join our passionate employee community. You will report to the Manager, Voice of the Contractor (VoC) in the Customer Experience organization and will directly contribute to informing and directing improvements to ServiceTitan’s best-in-class customer experience. The VoC Program serves to collect customer and prospect feedback, synthesize the feedback into actionable insights, and connect with individuals and cross-functional teams to take action. 

The ideal candidate will be a customer research professional with experience implementing both qualitative and quantitative research tactics, with a primary focus on survey design and execution -- Join us to do the extraordinary and help our customers and our company succeed!

As our CX Researcher, you will:

  • Align Voice of the Contractor (VoC) surveys throughout the contractor journey, including email, in-app, and SMS surveys. 
  • Partner cross-functionally with teams to design and revise existing surveys and manage survey fatigue on new VoC platform
  • Collaborate cross-functionally to develop, standardize, and monitor close-loop processes.
  • Ensure customer feedback and insights are consistently disseminated and utilized to improve products, processes, and interactions.
  • Manage online product advisory groups including participant recruiting and engagement.
  • Facilitate informative discussions between product managers and customers to gather desired feedback.
  • Prioritize intake of ad hoc research (survey, interview, and beta) requests 
  • Make strategic recommendations regarding research tactics, questions, and data to gather statistically significant insights. 
  • Design, construct, and execute surveys or other research studies.
  • Work with data analysts to aggregate research results with multiple data sources to identify insights and build reports/dashboards.
  • Synthesize findings into meaningful themes and actionable recommendations tailored to various audiences.
  • Maintain a deep understanding of ServiceTitan's current and potential customers, including personas, behaviors, and motivations.

To be a successful CX Researcher, you’ll need:

  • Bachelor’s Degree in Psychology, Research, Marketing or related field, or commensurate experience, required.
  • 3+ years of experience in successful research design, deployment, and delivery on business objectives tied to quantitative and qualitative measurement, required.
  • 3+ years experience in survey construction, understanding results of analytics, and A/B testing.
  • 2+ years experience in facilitating customer advisory groups and conducting customer interviews to uncover needs/desires.
  • 2+ years hands-on experience with Salesforce and 3rd party VoC platforms or survey vendors - Experience with Wootric is a plus.
  • Ability to understand complex problems, dive deep into root causes, derive insights from data, and communicate findings with diverse audiences and teams.
  • Possess a strong project management skills, with ability to plan, prioritize, manage, and communicate work on multiple projects that are running concurrently.
  • Ability to express facts, thoughts, and ideas in a clear, concise, convincing, and organized manner, as well as the ability to ask meaningful and impactful questions.
  • Exceptional interpersonal skills and comfortable facilitating conversations with diverse groups of people across the US and Canada. 
  • Comfort with ambiguity - able to proactively navigate and drive work to completion in a dynamic environment.

About ServiceTitan

ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.

Perks & Benefits

1. Work/Life Balance: flexible work schedule, flexible PTO
2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does 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. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.

CCPA Notice for CA Residents applying to Jobs at ServiceTitan

Please review the CCPA Notice here: ServiceTitan CCPA California Privacy Notice

Life at ServiceTitan 

http://instagram.com/lifeatservicetitan | https://www.themuse.com/profiles/servicetitan | https://www.builtinla.com/company/servicetitan-inc

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • FigmaDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

801 N Brand Blvd , Glendale, CA 91203

An Insider's view of ServiceTitan

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Perks + Benefits

ServiceTitan Benefits Overview

We are committed to supporting our Titans through different stages of life.

Young and early in your career? You are going to love our 401(k) employer match, pet insurance, financial planner access, and that we pay 100% for your health, dental, and vision insurance.

Looking to grow your family? We got you covered with benefits ranging from adoption assistance up to $20,000, a 6-month smart bassinet rental, an allergy prevention program for babies, and paternal leave of 100% pay for up to 16 weeks (in addition to any disability or state paid family leave!).

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
ServiceTitan provides employees with a 401(k) matching plan. We match 6% of contributions up to 3% of an employee's annual gross pay.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
In addition to disability and state paid family leave, ServiceTitan offers 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Flexible Work Schedule
Remote Work Program
Variable dependent on role.
Family Medical Leave
Adoption Assistance
We reimburse up to $20,000 for eligible adoption expenses and offer 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
ServiceTitan sponsors family oriented events multiple times per year.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

More Jobs at ServiceTitan64 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
Product
Project Mgmt
Sales
Content
Marketing
new
Remote
Developer
new
Los Angeles
Finance
new
Los Angeles
Operations
new
Los Angeles
HR + Recruiting
new
Remote
Project Mgmt
new
Los Angeles
Marketing
new
Los Angeles
Operations
new
Los Angeles
Design + UX
new
Los Angeles
Data + Analytics
new
Los Angeles
Design + UX
new
Los Angeles
Data + Analytics
new
Los Angeles
Developer
new
Remote
Operations
new
Remote
Operations
new
Los Angeles
Marketing
new
Los Angeles
Sales
new
Los Angeles
Developer
new
Los Angeles
Data + Analytics
new
Los Angeles
Finance
new
Los Angeles
Project Mgmt
new
Remote
Data + Analytics
new
Los Angeles
HR + Recruiting
new
Los Angeles
Project Mgmt
new
Los Angeles
Developer
new
Los Angeles
Data + Analytics
new
Remote
HR + Recruiting
new
Los Angeles
Data + Analytics
new
Los Angeles
Finance
new
Los Angeles
Data + Analytics
new
Los Angeles
Sales
new
Los Angeles
Design + UX
new
Los Angeles
Content
new
Los Angeles
Developer
new
Los Angeles
Operations
new
Los Angeles
Data + Analytics
new
Los Angeles
Project Mgmt
new
Los Angeles
Data + Analytics
new
Los Angeles
Design + UX
new
Los Angeles
Data + Analytics
new
Los Angeles
Project Mgmt
new
Los Angeles
Marketing
new
Los Angeles
Operations
new
Los Angeles
Sales
new
Los Angeles
Design + UX
new
Remote
Finance
new
Los Angeles
Data + Analytics
new
Remote
Finance
new
Los Angeles
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView ServiceTitan's full profileSee more ServiceTitan jobs