Senior User Experience Researcher

$20,000 - $20,000/Yr

LE0001 ServiceTitan, Inc.

Full-time - Senior

About the position

At ServiceTitan, our Experience Design (XD) team is at the forefront of revolutionizing the home services industry by solving real-world challenges. We're on the hunt for a dynamic Senior User Experience Researcher who is passionate about driving strategic initiatives that will elevate the user experience for our Mega-Enterprise customers and enhance UX quality through data-driven insights. If you're eager to make a significant impact in a fast-paced environment where your work truly matters, we want to meet you! In this role, you will lead the charge to transform how our largest customers—those managing centralized services across multiple branches and locations—experience ServiceTitan. You'll dive deep into the unique challenges of these Mega-Enterprise clients, uncovering insights that will shape product innovations and empower them to fully harness the value of our platform. Your work will directly support their growth, whether through organic expansion or acquisition, and you'll be the key to unlocking their success by crafting data-driven, user-centered design solutions that boost adoption, satisfaction, and overall experience. Additionally, you will spearhead initiatives that push the boundaries of our Design System, Anvil, by developing and implementing a cutting-edge, component-based usability testing framework. Your leadership will be crucial in driving a cyclical UX benchmarking process for our core workflows, backed by comprehensive FullStory dashboards that bring performance metrics to life. By turning data into actionable insights, you'll help guide our product teams towards meaningful, metrics-driven improvements, ensuring that every UX enhancement is backed by evidence and aligned with our mission to deliver exceptional user experiences. Join us and be part of a team that doesn't just design solutions but shapes the future of the home services industry with every decision. Your journey to making a lasting impact starts here.

Responsibilities

• Conduct high-impact generative and evaluative research on strategic product initiatives.
• Develop actionable insights for Mega-Enterprise customer experiences, design system components, and UX benchmarks.
• Design and execute research strategies aligned with product area goals, focusing on the most impactful research questions.
• Collaborate with the design system team to develop and implement a strategy for component-based usability testing within our Design System, Anvil.
• Manage and conduct cyclical UX benchmarking of core workflows including developing comprehensive dashboards in FullStory to monitor UX performance against those benchmarks.
• Mentor cross-functional team members in usability testing.
• Collaborate closely with Product Designers, Product Managers, and Engineers.

Requirements

• 5-8 years of demonstrated experience in mixed-method UX research, particularly with complex enterprise SaaS applications.
• Proficiency in quantitative and qualitative user research methods.
• Interest and/or experience in component-based usability testing for design systems.
• Demonstrated experience using Information Architecture research methods.
• Strong background in UX benchmarking.
• Proficiency in FullStory analytics (or similar tool).

Nice-to-haves

• Proven ability to manage multiple projects simultaneously, from tactical evaluative research to broader discovery initiatives.
• A collaborative mindset with the ability to influence cross-functional teams to take action on surfaced insights.
• Resourcefulness in constrained environments—whether it be time, budget, or stakeholder engagement.
• A principled researcher who embraces guerilla tactics when necessary.
• A proactive approach to leveraging GenAI tools to accelerate and scale research impact.
• Demonstrated experience in mentoring cross-functional partners and supporting the democratization of research practices across the organization.
• Ability to balance strategic and tactical research, knowing when to dive deep and when to employ 'just enough' research.
• Creativity in participant recruitment, especially in the absence of dedicated ReOps support.

Benefits

• Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program and leadership training for Titans at all levels.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents).
• FSA and HSA options available.
• 401k match and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• 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.