Senior UX Researcher, Field & Consumer Research

📍 Job Overview

Job Title: Senior UX Researcher, Field & Consumer Research

Company: ServiceTitan

Location: US CA Remote (California, United States)

Job Type: Full time

Category: User Experience Research / Product Research

Date Posted: 2026-08-27

Experience Level: 5-10 Years

Remote Status: Fully Remote

🚀 Role Summary

• Lead high-impact generative and evaluative user research initiatives for ServiceTitan's Field (technician and consumer payments) and Consumer (marketplace and agent) product areas.

• Champion research democratization by coaching Product Designers and Product Managers on self-service usability testing, thereby scaling research capacity.

• Develop and execute comprehensive research strategies tailored to specific product areas, aligning with business objectives and evolving study requirements.

• Serve as the primary subject matter expert for user insights within the Field and Consumer domains, influencing product vision, roadmap, and design priorities.

• Collaborate closely with Data Science and Analytics teams to measure the impact of research-driven recommendations on live products and features.

📝 Enhancement Note: This role is positioned as a Senior UX Researcher, indicating a need for significant autonomy, strategic thinking, and the ability to mentor others. The focus on both "Field" (direct business users) and "Consumer" (end-users of those businesses) highlights a complex, two-sided market research challenge common in B2B SaaS platforms. The emphasis on research democratization and AI-assisted analysis suggests a forward-thinking research team seeking to maximize efficiency and impact.

📈 Primary Responsibilities

• Conduct rigorous generative and evaluative research for high-profile initiatives within the Field (technician and consumer payments experience) and Consumer (marketplace and agents) product areas.

• Execute research studies targeting both direct trade business customers and their end-customers (homeowners and consumers) who interact with ServiceTitan-powered businesses.

• Establish deep expertise in the user needs, behaviors, and pain points relevant to Field and Consumer domains, understanding their integration within the broader ServiceTitan ecosystem and competitive landscape.

• Translate research findings into actionable insights that inform product features, functionalities, and design decisions, directly impacting user satisfaction and business success.

• Drive a comprehensive understanding of the problem space for Field and Consumer, contributing to the overall product vision and strategic roadmap.

• Define and prioritize research questions that align with the strategic goals of the Field and Consumer teams, ensuring research efforts are focused on areas of highest impact.

• Develop and refine the research strategy for Field and Consumer, adapting methodologies as needed to address evolving study requirements and business objectives.

• Partner with Data Science and Analytics teams to quantify the impact of research-driven product changes on key performance indicators.

• Leverage AI-assisted analysis to explore 'what if' scenarios during research reviews and package reusable insight objects and prompts for broader product and design teams.

• Mentor Associate UX Researchers, providing guidance on research execution and strategic alignment.

• Coach Product Designers and Product Managers on research exploration, discovery techniques, and the planning/execution of self-service usability studies.

• Facilitate the logistics of usability studies, including scheduling, hardware/software setup, and managing remote or on-site sessions.

• Manage participant recruitment, including defining screening criteria, writing screeners, and collaborating with recruiting teams to source appropriate participants from both business user and consumer segments.

• Contribute to the hiring process for UX Research candidates by participating in interviews and evaluating candidates based on established best practices.

📝 Enhancement Note: The responsibilities clearly delineate the dual focus on B2B (Field) and B2C (Consumer) research, requiring the candidate to be adept at understanding different user types and their unique contexts. The mentorship and coaching aspects indicate a senior-level expectation of knowledge sharing and team enablement. The mention of AI-assisted analysis and reusable insight objects points towards an evolving research practice focused on scalability and efficiency.

🎓 Skills & Qualifications

Education:

• Degree in Human-Computer Interaction, Design, Sociology, Psychology, Anthropology, or a related field.

• Equivalent practical experience will also be considered. Experience:

• 5-8 years of demonstrated experience in user experience research, with a strong track record of collaboration on new products or features from concept to launch.

• Proven experience conducting impactful research with both business users and their end consumers, ideally within a two-sided or multi-sided product context.

• Experience conducting field research (e.g., contextual inquiry, on-site studies, ride-alongs) with frontline workers or technicians.

• Demonstrated success contributing to strategic research that drives high-impact product roadmap decisions. Required Skills:

• Expert proficiency in a wide range of qualitative and quantitative research methodologies, with the ability to select the most appropriate method for any given task.

• Strong analytical skills to synthesize complex data into clear, actionable insights.

• Excellent communication and presentation skills, with the ability to articulate research findings and their implications to diverse audiences, including executive stakeholders.

• Proven ability to collaborate effectively across cross-functional teams (Product Management, Engineering, Design, Data Science).

• Experience in developing and executing research strategies aligned with business objectives.

• Proficiency in planning, conducting, and analyzing usability studies.

• Experience in participant recruitment, including screener development and working with recruiting teams.

• Ability to mentor junior researchers and coach non-researchers on research practices. Preferred Skills:

• Experience coaching or enabling non-researchers (e.g., designers, PMs) to conduct their own research (research democratization).

• Experience with AI-assisted analysis tools and techniques for research.

• Familiarity with agile development methodologies and design thinking principles.

• Experience in the SaaS or technology industry, particularly within B2B or marketplace platforms.

• Experience with data analysis and working alongside Data Science and Analytics teams.

📝 Enhancement Note: The emphasis on both business users and end consumers, coupled with field research experience, is critical. The "equivalent practical experience" clause is important for candidates who may not have a formal degree but possess substantial relevant experience. The preferred skill of coaching non-researchers directly relates to the "research democratization" responsibility.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio showcasing a range of UX research projects, demonstrating mastery of both generative and evaluative research methodologies.

• Clear articulation of research objectives, methodologies employed, and the challenges faced for each project.

• Evidence of how research insights directly influenced product decisions, leading to tangible improvements in user experience and business outcomes.

• Case studies that highlight experience with diverse user groups, including business professionals and end consumers.

• Examples of research deliverables such as reports, personas, journey maps, and recommendations, tailored to specific project needs. Process Documentation:

• Demonstrations of how research findings are documented and disseminated to cross-functional teams to foster a shared understanding of user needs.

• Examples of research strategies developed to align with product roadmaps and business goals.

• Documentation showcasing experience in creating and managing research plans for complex initiatives.

• Evidence of collaboration with data science and analytics to track the impact of research recommendations post-launch.

📝 Enhancement Note: For a Senior UX Researcher role, the portfolio is paramount. It needs to showcase not just the what of research but the how and the impact. Candidates should be prepared to articulate their process for selecting methodologies, recruiting participants, analyzing data, and communicating findings, with a clear emphasis on how their work drove measurable business value. The inclusion of "research democratization" means portfolios might benefit from examples of training materials or successful enablement projects.

💵 Compensation & Benefits

Salary Range:

• Zone 1 (CA, CT, DC, MD, MA, NJ, NY, VA, WA): $147,600 USD - $221,400 USD per year

• Zone 2 (All other US locations): $137,900 USD - $206,900 USD per year

Benefits:

• Comprehensive Health & Wellness: Company-paid medical, dental, and vision insurance (with 100% employer-paid options and 90% coverage for dependents), Flexible Spending Account (FSA), Health Savings Account (HSA), and telehealth options including One Medical membership.

• Retirement Savings: 401k with employer match.

• Work-Life Integration: Flexible time off with ample learning and development opportunities, including onboarding programs and leadership training.

• Family Support: Generous parental leave, up to $20k in fertility services (IUI, IVF), surrogacy, and adoption reimbursement, Maven Maternity support, and Maven Milk (free breast milk shipping).

• Additional Perks: Pet insurance, legal advisory services, financial planning tools, and recognition programs like Bonusly and peer-nominated awards.

Working Hours:

• Standard full-time position, typically 40 hours per week.

• ServiceTitan emphasizes flexible time off and supports autonomous work, suggesting potential for flexibility in daily scheduling as long as responsibilities are met and collaboration needs are supported.

📝 Enhancement Note: The salary ranges provided are specific to US locations and are tiered by cost of living (Zone 1 vs. Zone 2). This is a key piece of information for candidates. The benefits package is extensive, with a strong emphasis on health, wellness, and family support, which are significant differentiators for attracting talent in the current market. The mention of "flextime" and "autonomous work" indicates a culture that values employee well-being and trusts them to manage their time effectively.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software (SaaS) - specifically, industry-leading software for the home services industry. ServiceTitan provides a comprehensive platform for businesses like HVAC, plumbing, electrical, and more, helping them manage operations, scheduling, dispatching, marketing, and customer service.

Company Size: Large (implied by rapid scaling, public SaaS company status, and extensive benefits). ServiceTitan is a well-established, significant player in its market.

Founded: The exact founding date is not provided, but the description "rapidly scaling public SaaS company" indicates a mature, growth-stage organization that has successfully navigated its early stages and achieved significant market traction.

Team Structure:

• The UX team is part of the broader "Experience Design (XD)" team, which works closely with Product Managers, Engineers, Product Marketers, and users.

• Within XD, there's a dedicated UX Research function. This role will partner with a Staff User Experience Researcher (Field Enablement) and an AI Orchestration Lead (Consumer).

• The Senior UX Researcher will also mentor Associate UX Researchers and coach Product Designers and PMs, indicating a multi-level research team and a strong emphasis on knowledge sharing and enablement.

• Collaboration is expected across various functions to ensure user needs are integrated into product development. Methodology:

• Agile Development: The team ships dozens of new features monthly, indicating a fast-paced, agile development environment.

• Design Thinking: Embraced as a core approach to problem-solving.

• User-Centricity: Success is measured by customer success, and the team is passionate about bringing delightful solutions to real-world problems.

• Data-Driven Insights: Collaboration with Data Science and Analytics to track impact and support AI-assisted analysis.

• Research Democratization: Actively scaling research capacity by empowering non-researchers.

Company Website: https://www.servicetitan.com/

📝 Enhancement Note: ServiceTitan operates in a critical, often overlooked sector (home services) and aims to revolutionize it with technology. This context is crucial for understanding the user base – tradespeople and homeowners – and the challenges they face. The company's culture appears to be fast-paced, innovative, and deeply committed to user impact, with a strong emphasis on collaboration and continuous improvement through agile and design thinking principles.

📈 Career & Growth Analysis

Operations Career Level: This role is a Senior UX Researcher. It signifies a mid-to-senior level position requiring significant independent work, strategic input, and the capacity to mentor and guide others. The scope involves high-profile initiatives and influencing product roadmaps, extending beyond tactical execution to strategic research planning.

Reporting Structure: The Senior UX Researcher will partner with a Staff UX Researcher and an AI Orchestration Lead. They will also mentor Associate UX Researchers and coach Product Designers and PMs. This suggests a reporting line likely within the UX Research or broader Experience Design leadership, with significant influence and collaboration across product teams.

Operations Impact: The impact of this role is direct and significant. By grounding product development in deep user understanding, the Senior UX Researcher influences the creation of software that makes the lives of tradespeople and homeowners easier. This includes improving efficiency, customer satisfaction, and revenue generation for ServiceTitan's clients, and ultimately, driving the success and market leadership of ServiceTitan itself. The role contributes to shaping the vision and roadmap for critical product areas.

Growth Opportunities:

• Leadership and Mentorship: Opportunity to lead research initiatives, mentor junior researchers, and coach cross-functional teams, developing leadership and enablement skills.

• Strategic Influence: Deepen involvement in product strategy and roadmap planning, moving from research execution to strategic research direction.

• Skill Specialization: Potential to specialize further in either Field or Consumer research, or in advanced methodologies like AI-assisted research and large-scale research democratization.

• Career Progression: Clear path toward Staff UX Researcher, Principal UX Researcher, or Research Management roles within ServiceTitan.

• Industry Expertise: Gaining deep domain knowledge in the home services technology sector, a rapidly growing and evolving market.

• Learning & Development: Access to ongoing learning opportunities, leadership training, and potentially industry conferences.

📝 Enhancement Note: The "Senior" title implies a need for strategic thinking and leadership potential, not just execution. The growth opportunities highlight a clear career trajectory within a successful SaaS company, emphasizing skill development in both research craft and leadership. The impact is framed around tangible improvements for users and clients, which is a strong selling point for mission-driven operations and research professionals.

🌐 Work Environment

Office Type: Fully Remote. This role is designated as "US CA Remote," indicating that while remote, there may be a preference or requirement for candidates to reside within or near California for tax or legal purposes, or for timezone alignment. However, the broader "Remote OK" designation suggests flexibility.

Office Location(s): While the role is remote, ServiceTitan is a public SaaS company with a significant presence, likely in California, given the "US CA Remote" designation. Specific office locations are not detailed, but the remote nature means candidates can work from their home office.

Workspace Context:

• Autonomous Work: The company culture supports autonomous work, empowering individuals to manage their tasks and schedules effectively.

• Collaborative Tools: Expect to use a suite of collaboration tools (e.g., Slack, Zoom, project management software) for communication and teamwork with distributed teams.

• Technology Access: As a SaaS company, ServiceTitan likely provides access to necessary hardware and software for research, including tools for remote testing, data analysis, and communication.

• Distributed Team Interaction: Opportunities to connect with colleagues across various disciplines and locations, fostering a diverse and inclusive remote work environment.

Work Schedule:

• Standard full-time (40 hours/week) with an emphasis on flextime and autonomous work. This means while core hours for collaboration might be expected, there's likely flexibility in how the workday is structured to accommodate personal needs and optimal productivity.

📝 Enhancement Note: The "US CA Remote" designation is a nuance worth noting; it might imply a need to be based in California for certain administrative or timezone reasons, though the overall stance is remote. The emphasis on autonomous work and flextime within a fully remote setup suggests a mature approach to distributed teams, valuing productivity and employee well-being.

📄 Application & Portfolio Review Process

Interview Process: While not explicitly detailed, a typical Senior UX Researcher interview process at a company like ServiceTitan would likely include:

• Initial Screening: A brief call with a recruiter to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into experience, research philosophy, and alignment with the team's needs.

• Portfolio Presentation & Deep Dive: A dedicated session where the candidate presents their portfolio, walking through key projects, methodologies, insights, and impact. This is often the most critical stage.

• Team Interviews: Meetings with potential peers (other UX Researchers, Designers, Product Managers, Engineers) to assess collaboration skills, technical expertise, and cultural fit.

• Potential Research Exercise/Case Study: A take-home assignment or a live case study to evaluate problem-solving skills, research planning, and analytical abilities.

• Final Interview: Potentially with a higher-level leader (e.g., Director of UX, VP of Product) for final assessment.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 of your most impactful projects that best showcase your skills in generative and evaluative research, field and consumer research, and strategic influence.

• Tell a Story: For each project, clearly articulate the problem, your role, the methodologies used, the challenges encountered, the insights generated, and most importantly, the tangible impact on the product and business. Use the STAR method (Situation, Task, Action, Result) as a framework.

• Highlight Process: Explain why you chose certain methodologies and how your research process was adapted to meet project goals and constraints.

• Demonstrate Impact: Quantify results whenever possible. Use metrics, user feedback, or documented product changes to show how your research drove value.

• Prepare for Questions: Be ready to discuss your decision-making, how you handle ambiguity, how you collaborate with stakeholders, and how you mentor others.

• Tailor to ServiceTitan: If possible, show how your experience aligns with ServiceTitan's industry (home services) and their focus on both business users and end consumers.

Challenge Preparation:

• Understand the Context: If given a take-home assignment or case study, thoroughly research ServiceTitan, its products, and its industry to inform your approach.

• Focus on Process: Demonstrate a clear, logical research process, even if hypothetical. Outline your approach to defining research questions, selecting methods, recruiting participants, analyzing data, and presenting findings.

• Prioritize Impact: Frame your recommendations around potential business value and user benefit.

• Be Concise and Clear: Present your findings and recommendations in a structured, easy-to-understand format, suitable for a busy product team.

📝 Enhancement Note: The emphasis on portfolio presentation is key for UX Research roles. Candidates should be prepared to deeply discuss their work, not just present it. The "research democratization" aspect might mean interviewers will probe on how candidates effectively train and enable others.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for conducting remote moderated and unmoderated usability testing, surveys, and interviews (e.g., UserTesting.com, Lookback, Maze, Qualtrics, SurveyMonkey).

• Collaboration & Communication: Slack, Zoom, Microsoft Teams, Google Workspace (Docs, Sheets, Slides).

• Design & Prototyping Tools (for collaboration): Figma, Sketch, Adobe XD (understanding these is beneficial for collaborating with designers).

• Project Management: Jira, Asana, Trello (for tracking research projects and collaborating with development teams).

Analytics & Reporting:

• Data Analysis Tools: Excel, Google Sheets; familiarity with SQL or data visualization tools (e.g., Tableau, Looker) is a plus for collaborating with Data Science and Analytics.

• Product Analytics Platforms: Google Analytics, Mixpanel, Amplitude (understanding how to interpret data from these platforms is beneficial).

• Reporting & Dashboarding: Tools for creating clear, compelling reports and presentations of research findings.

CRM & Automation:

• CRM Familiarity: While not a direct CRM role, understanding how customer data is managed and utilized within a CRM (e.g., Salesforce, HubSpot) is beneficial for context, especially regarding business users.

• Automation Tools: Awareness of how automation impacts user workflows and how research can inform automated processes.

📝 Enhancement Note: While the job description doesn't list specific tools, the responsibilities related to data collaboration, AI-assisted analysis, and working within an agile SaaS environment imply a need for proficiency with modern digital collaboration and research tools. Candidates should be prepared to discuss their experience with a variety of research platforms and analytical tools.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core value is ensuring that all product development is driven by a deep understanding of user needs and success. The company measures its success based on customer success.

• Innovation & Disruption: Passionate about bringing innovative and delightful solutions to traditional problems, actively disrupting the home services industry.

• Collaboration & Teamwork: Strong emphasis on working closely with Product Managers, Engineers, Product Marketers, and other designers. The role requires mentoring and coaching, fostering a collaborative environment.

• Data-Driven Decision Making: Encouraging the use of data from research and analytics to inform product features, functions, and priorities. The mention of AI-assisted analysis further underscores this.

• Impact & Ownership: A desire to leave a "thumbprint" on category-defining software and to achieve "real impact," suggesting a culture that values initiative and results.

• Growth & Learning: ServiceTitan aims to be the best place for its employees to do their best work, offering ample learning and development opportunities.

Collaboration Style:

• Cross-Functional Integration: Expect to work daily with Product Managers and Engineers, integrating research insights into the product development lifecycle.

• Partnership with Design: Close collaboration with Product Designers is essential, including supporting them with usability studies and research enablement.

• Data-Informed Approach: Working alongside Data Science and Analytics teams to triangulate insights and measure impact.

• Mentorship and Enablement: A culture that encourages senior members to mentor junior colleagues and empower others (like PMs and Designers) to conduct research.

• Agile & Iterative: The fast-paced release cycle implies a collaborative style that is agile, iterative, and responsive to feedback and new learnings.

📝 Enhancement Note: The company culture is built around user impact, innovation, and a strong collaborative spirit. The emphasis on "research democratization" suggests a culture that values shared responsibility for understanding the user and empowering team members with research skills.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing B2B and B2C Research: Effectively researching and synthesizing insights from two distinct user groups (tradespeople and homeowners) with different needs, motivations, and contexts.

• Scaling Research Capacity: The challenge of growing research impact without proportional headcount growth, necessitating effective research democratization and AI utilization.

• Influencing Product Strategy: Translating complex research findings into actionable strategies that influence high-level product roadmaps and executive decisions.

• Measuring Research Impact: Quantifying the ROI of research activities and demonstrating their direct contribution to business outcomes and customer success.

• Navigating a Fast-Paced Environment: Thriving in an agile setting that ships dozens of features monthly requires efficient research planning and execution.

Learning & Development Opportunities:

• Advanced Research Methodologies: Opportunities to deepen expertise in generative, evaluative, field, and consumer research, potentially exploring new techniques like AI-assisted analysis.

• Research Leadership & Mentorship: Developing skills in leading research initiatives, mentoring junior team members, and coaching cross-functional partners.

• Product Strategy & Roadmap Influence: Gaining experience in contributing to strategic product vision and roadmap development.

• Domain Expertise: Becoming a subject matter expert in the home services technology sector.

• Cross-Functional Collaboration: Enhancing skills in working effectively with diverse teams like Product Management, Engineering, and Data Science.

• Industry Conferences & Training: Potential access to industry events and formal training programs to stay current with UX research best practices.

📝 Enhancement Note: The challenges highlight the complexity of the role, requiring strategic thinking and strong execution. The growth opportunities are substantial, offering a clear path for professional development in research craft, leadership, and strategic influence within a growing company.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to conduct research on two very different user groups for a single product. How did you manage the complexity, and what were the key differences in your approach?" (Assesses ability to handle dual-user research).

• "How would you approach building a research strategy for a new product feature in the Field or Consumer space, given limited time and resources?" (Tests strategic planning and prioritization).

• "Imagine you need to train a Product Designer to conduct their own basic usability tests. What key principles and steps would you emphasize, and how would you ensure quality?" (Evaluates coaching and research democratization skills).

• "Tell me about a time your research findings contradicted prevailing assumptions or stakeholder beliefs. How did you present your findings, and what was the outcome?" (Assesses influence and data advocacy). Company & Culture Questions:

• "What excites you about ServiceTitan's mission and the home services industry?" (Tests alignment with company purpose).

• "How do you see your role contributing to ServiceTitan's goal of being the best place our Titans have ever worked?" (Assesses cultural fit and understanding of company values).

• "Describe your ideal collaboration with Product Managers and Engineers. How do you ensure research insights are integrated effectively into the product lifecycle?" (Evaluates cross-functional collaboration style).

• "How do you stay updated on the latest UX research trends and methodologies, especially concerning AI and automation?" (Assesses continuous learning and forward-thinking). Portfolio Presentation Strategy:

• Structure for Impact: For each project, use a clear narrative:

  1. The Challenge: What was the business problem or user need?
  2. Your Role & Approach: What was your specific contribution, and what methodologies did you choose and why?
  3. The Process: Briefly outline key steps, participant recruitment, and any unique challenges.
  4. The Insights: What were the critical findings? Be specific.
  5. The Impact: How did your research influence the product or business? Use metrics or concrete examples of change.

• Focus on "Why": Be prepared to explain the rationale behind your methodological choices, recruitment strategies, and how you interpreted data.

• Showcase Ambiguity Management: Discuss how you handled uncertainty, conflicting data, or challenging stakeholders.

• Demonstrate Mentorship/Coaching: If possible, weave in examples of how you've helped others develop research skills or how you've scaled research efforts.

• Keep it Concise: Aim for 5-10 minutes per project, leaving ample time for Q&A.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just research skills, but also strategic thinking, leadership potential, and the ability to operate effectively in a fast-paced, cross-functional, and evolving research environment. Highlighting experience with research democratization and AI-assisted analysis will be particularly beneficial.

📌 Application Steps

To apply for this Senior UX Researcher position:

• Submit your application through the provided Workday link.

• Curate Your Portfolio: Select 3-4 of your most impactful UX research projects that showcase your experience with both generative and evaluative research, and ideally, your work with both business users and end consumers. Ensure each project clearly demonstrates the problem, your approach, the insights, and the tangible impact on product and business outcomes.

• Tailor Your Resume: Highlight keywords and responsibilities from the job description, such as "generative research," "evaluative research," "field research," "consumer research," "research strategy," "research democratization," "mentoring," and "stakeholder management." Quantify achievements and impact wherever possible.

• Prepare Your Presentation: Practice walking through your portfolio projects concisely, focusing on the narrative arc (problem, approach, insights, impact) and being ready to answer in-depth questions about your process and decision-making.

• Research ServiceTitan: Understand their product suite, target industries (home services), and company values. Familiarize yourself with their mission and how your role contributes to their success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.