ServiceTitan is solving 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 managers, designers, and product marketers works closely with our thousands of users to help make their lives easier through technology. We’re growing rapidly and need your help as we continue to scale a complex product to a large user base

In this role, you will work with a multidisciplinary team of UX researchers as well as product and UX designers. You will work collaboratively on a wide range of projects and use human-centered and participatory design methods to identify customer and internal workflows to facilitate service improvements and new service design efforts. As part of the Service Design team, you will also play a key role in developing tools and resources for building design capability across the organization and educating and empowering teams to adopt new processes, methods and mindsets.

As our Service Design Strategist, you will: 

• Translate user research, user flows and business requirements into visually compelling tools that communicate key internal and external user interactions that inform and inspire various stakeholder and support them in meeting user needs and delivering on business goals; Understand how to balance user experience, business needs, technically feasibility and time-to-market, and make tradeoffs where appropriate
• Plan, design and conduct qualitative research studies (e.g., in-lab, in-field, remote) using ethnographic and participatory methods and analyze results; Schedule, recruit and write research plans that outline study goals and methodology
• Perform testing of service concepts, prototypes and systems
• Work closely with analytics, data scientist and customer success teams to collect various metrics to triangulate UX research data, uncover insights and inform design solutions
• Create service design artifacts such as navigation flows, mental models, user journeys, service blueprints and eco-systems, persona development and scenario storytelling as well as functional wireframes; be comfortable with leading and facilitating ideation and co-design working sessions and workshops leveraging Lean and human-centered research and design methods
• Design and facilitate capability-building activities including instructional materials, trainings and toolkits
• Promote service design efforts, mindset and methods through presentations and communication

To be successful in this role, you'll need: 

• Solid understanding of the fundamentals of user interface design, human-centered design and research methods across multiple touch points and devices
• Depth of experience in at least one practice area (user experience, user research, service design, design strategy)
• Ability and desire to work in all phases of the design process (thinking and making)
• Have a systematic approach to problems and are a natural at zooming out to see the big picture, then diving in to nail the important details 
• Professional experience collaborating in a team environment with the ability to build consensus
• A passion for creating new methods and practices
• Creative problem solving skills, a curious mind and an enthusiastic work ethic
• An intrinsic passion for making things better
• Excellent communication skills with the ability to create and deliver clear and engaging presentations and proposals
• Use a diverse set of methods & tools that clearly illustrate all the components and touch-points of the customers experience 
• Bachelor's degree (B. A.) from four-year college or university in Human Computer Interaction, Experimental Psychology, Cognitive Psychology, Human Factors or other related discipline; or 5 years of related experience and/or training in interaction design, user experience design or information architecture for web applications or consumer web sites; or equivalent combination of education and experience. Masters preferred
• Experience working in an industry Service Design team and/or with enterprise software a plus

Why ServiceTitan?

1. Work/Life Balance: flexible work schedule, flexible PTO, parental leave 
2. Health & Wellness: company-paid medical/visual/dental insurance, 401(k) retirement plan with company match, lunch provided everyday, fully-stocked kitchens, weekly meditation, wellness rooms, discount on Classpass
3. Enrichment: professional development workshops, diversity charter groups, an orientation program, career pathing opportunities

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.

Life at ServiceTitan 

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

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.

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