UX Researcher at ServiceTitan Inc.

| Greater LA Area
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The User Researcher will conduct qualitative and quantitative research that will improve the user experience across ServiceTitan products and Services. Reporting to the Director of Service Design, the UX Researcher will work closely with designers, product managers, other researchers and various cross-functional teams, to share insights about our customers experience.

The User 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. She/He 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

As our UX Researcher, you will:

  • Plan, design and conduct qualitative research studies, including scheduling, recruiting, and writing research plans that outlines study goals and methodology.
  • Generate 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 studies.
  • 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 research and create reports that synthesize findings into meaningful themes turning them into actionable and impactful reports for various audiences.
  • Communicate or present research results and illustrate suggestions in clear, compelling, memorable and creative ways.
  • Design, write, and report on quantitative research.
  • Work closely with Analytics team when appropriate to triangulate user research data and uncover insights that answer questions posed.
  • Provide innovative, customer centric design solution recommendations that contribute to an enhanced user experience.
  • Contribute subject matter expertise in the areas of both formative and generative user research using industry standard best practices.
  • Engage in cross-functional activities and collaborates across organizational boundaries.
  • Develop, organize and facilitate research brainstorming and work sessions (either individually or as part of a team)
  • Skilled in visual communication practices and methods

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

  • You have experience designing modern SaaS products
  • 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 user experience.
  • A demonstrated ability to effectively partner with and communicate to stakeholders, product managers and engineering team members.
  • Ability to ask, as well as answer, meaningful and impactful questions.
  • Express facts, thoughts and ideas in a clear, concise, convincing and organized manner.
  • 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.
  • Ability to work independently and take initiative to solve problems.
  • 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, financial reports, and legal documents.
  • Ability to effectively present information to top management and/or public groups.
  • Basic understanding of statistics is 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/lifeatservicetitan | 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.

Forbes Top 100 Software Companies, 2019
Inc 5000 Most Successful Companies in America, 2019
Inc 5000 Best Places to Work, 2019
Los Angeles Business Journal Best Places to Work, 2019
Deloitte Fast 500, 2019
Los Angeles Business Journal Top 100 Fastest Growing Private Companies, 2018
Inc 5000 Best Places to Work, 2018
Inc 5000 America’s Fastest Growing Companies, 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 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • AsanaManagement
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    • HubSpotCRM
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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

ServiceTitan Inc. 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 fully stocked kitchen, free lunch, 401(k) employer match, pet insurance, 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 Snoo Smart Sleeper rental, Ready, Set, Food! food allergy prevention, and paternal leave of 100% pay for up to 16 weeks (in addition to any disability or state paid family leave!).

Partners with Nonprofits
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand-up
Open Door Policy
Team-Owned Deliverables
Open Office Floor Plan
Dedicated Diversity/Inclusion Staff
Unconscious Bias Training
Someone's Primary Function is Managing the Company's Diversity and Inclusion Initiatives
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
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K) Matching
ServiceTitan provides employees with a 401(k) matching plan managed by Empower. 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
Our remote work program allows employees to work remotely 1 day per week.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of 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.
Free Daily Meals
ServiceTitan offers free breakfast, lunch, snacks, and drinks everyday. Our kitchens are fully stocked!
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and Learns
Cross-Functional Training Encouraged
Promote from Within
Mentorship Program
Time Allotted for Learning
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.

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