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UX Researcher

| Greater LA Area

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.

The UX Researcher will conduct qualitative and quantitative research that will improve the user experience across ServiceTitan products and services. This person will report to the Director of Service Design and work closely with designers, product managers, other researchers and various cross-functional teams, to share insights about our customers experience. The UX Researcher needs to be passionate about user research of all types and be a creative thinker with a strong research foundation but a flexible approach in this fast-moving organization. They must be open to exploring out-of-the box research methods and approaches as a member of this growing team. The ultimate goal of the Service Design team is to inform and inspire unique and innovative products and services that balance both the needs of customers and the competencies and capabilities of the service provider.

As our UX Researcher, you will: 

  • Plan, design and conduct qualitative and quantitative research studies, including scheduling, recruiting, and writing research plans that outlines study goals and methodology
  • Generates insights that both fuel ideation and evaluate designs
  • Identify recruiting requirements, write screeners, and work closely with recruiters to obtain most appropriate users possible for research studie
  • Run qualitative and quantitative research studies, both formal (e.g., lab, remote, surveys) and informal (e.g., “pilot” sessions and interviews with internal subject matter experts)
  • Analyze results from all types of qualitative and quantitative research and create reports that synthesize findings into meaningful themes turning them into actionable and impactful reports for various audiences
  • Provide innovative, customer centric design solution recommendations that contribute to an enhanced user experience 
  • 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
  • Develop, organize and facilitate research brainstorming and work sessions (either individually or as part of a team)

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

  • Proven ability to be a contributing member of a cross-functional team and inspire team confidence in and respect for the contributions of research to enhance the user experience
  • A demonstrated ability to effectively partner with and communicate to stakeholders, product managers and engineering team members
  • Must have a solid understanding of basic software/product development life-cycle
  • Foundational understanding of best practices in user research, familiarity with standard design patterns across devices and user interface conventions
  • Foundational experience (2-4 years) with techniques in qualitative research, including formal and informal usability studies, card sorting, ethnographic research, contextual inquiry, persona development, heuristic evaluations, participatory design, etc
  • Foundational experience (2-4 years) with techniques in quantitative research, including survey construction, understanding results of analytics and multivariate analysis, etc
  • Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and at least three years of work experience
  • Bachelor’s degree must be in a qualitative research-related field such as Psychology, Human Factors Psychology, Cognitive Psychology, Human-Computer Interaction, Anthropology, Experimental Design; plus user research experience must include some experience with consumer or enterprise facing software or equivalent combination of education and experience. Masters preferred.
  • Familiarity with in-lab and remote, user research tools (e.g., Usertesting.com, Survey Monkey, Qualtrics, Optimal Workshop, etc.)
  • Ability to read, analyze, and interpret common psychology and research journals
  • Basic understanding of statistics is a plus

Why ServiceTitan?

Company Culture

We are proud of the ServiceTitan culture - it brings together brilliant, genuine and driven individuals in an atmosphere that is positive and inclusive. Check out our culture for yourself:

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.

Inc 5000 Most Successful Companies in America, 2019
Inc 5000 Best Places to Work, 2019
Atlanta Business Chronicle Best Places to Work, 2019
Los Angeles Business Journal Best Places to Work, 2018
Los Angeles Business Journal Top 100 Fastest Growing Private Company, 2018
Deloitte Fast 500, 2018
Glassdoor/Battery Ventures Highest Rated Cloud Computing Companies, 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Forbes Next Billion-Dollar Startup List, 2017

Equal Opportunity Employer

ServiceTitan does not discriminate against employees based on race, color, religion, sex, national origin, gender identity, age, disability, or genetic information. 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. 

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • MySQLDatabases
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our neighborhood is considered a "crossroads" and "gateway" city. We have suburban life on one side and city life on the other.

An Insider's view of ServiceTitan Inc.

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 Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
ServiceTitan's dental plan covers 100% of the cost for preventative care
Vision Benefits
ServiceTitan's vision plan covers 100% of the cost for preventative care
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
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
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.
Free Daily Meals
ServiceTitan offers free lunches everyday and a fully stocked pantry with La Croix and your favorite cereals!
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

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.

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