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 Experience designers works closely with product managers, engineers, product marketers and with 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 every month. We measure our success based on our customer’s success. We strive for real impact.
We are looking for a passionate and hands-on Director, User Experience Research to build a robust UX research team from the ground up, direct the user research activities to deliver useful insights through agile, effective research processes, establish best practices, and put the right tools and processes in place. Reporting to the VP, Experience Design you will define the vision, strategy, and execution of our UX Research practice, aligning the team's priorities with the needs of ServiceTitan’s Product teams. You have successfully led and scaled a UX Research team and acted as a mentor and coach, improving both hard and soft skills of UX researchers.. You know what quality looks like, set the bar high, and help the team develop processes and strategies to get there.
You are a good partner for our friends in Service Design, Product Management, Engineering, Technical Project Management, Marketing, and Data Science and have fostered a spirit of metrics-driven design amongst your product peers. You help establish a shared vision of a strong user-focused experience across the company, make strategic decisions as well as trade-offs based on project priority.
What you’ll do
Build and oversee a user experience research team, providing leadership, mentorship, while tackling high impact user research projects yourself.
Establish trust and build confidence with cross-functional partners and executive leadership in Design, Product, Engineering, Product Marketing, Marketing, Customer Service, Sales and other research organizations.
Utilize quantitative and qualitative research techniques to identify experience gaps in our products.
Streamline how we do research during Product Delivery, including how we do continuous measurement throughout the product life cycle.
Bring the voice of the customer to the conversation via storytelling with data from qualitative and quantitative research.
Review existing tools we are using for research and implement any needed changes.
Engage and align stakeholders through testing & design workshops
Build the right standards and lean processes to ensure the correct tradeoff between quality, capabilities, and time while meeting a consistently high bar for design and overall user experience.
Contribute to product strategy and roadmaps that will help us achieve our company vision and objectives.
Inspire a user-centric culture within the team and across the organization.
What you’ll need
Relevant Experience in a SaaS or enterprise environment or one comparable, preferably on a platform.
You have managed a high performing team with compassion.
You are a great storyteller and can bring a level of understanding and empathy of our customers to our decision making process.
You know how to imbue research within a lean and agile process within a SaaS environment.
Top-notch prioritization and organizational skills. Excited by the idea of managing multiple responsibilities at once and ruthlessly prioritizing the highest impact work.
Excellent communication skills with strong analytical abilities, conflict resolution, and negotiation skills with the ability to work well across various levels of the organization.
Ability to lead major cross-functional initiatives in a fast paced environment, building project plans and roadmaps, securing and leading resources, and identifying and removing roadblocks.
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.
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 Founders Club- open to all Titans.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.