Senior UX Researcher, Field & Consumer Research

Senior UX Researcher, Field & Consumer Research

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Ready to be a Titan?

•••••••••••
• strives to be the best place our Titans have ever worked, so they can do the best work they've ever done. The Experience Design (XD) team is central to this mission. We solve 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 designers works closely with product managers, engineers, product marketers, and thousands of our users to help make their lives easier through technology.

We embrace agile development and design thinking to ship dozens of new features monthly. We measure our success based on our customer's success. We strive for real impact.

We are looking for a talented Senior User Experience Researcher to support research across two connected areas:
Field (technician and consumer payments experience) and Consumer (marketplace and agents). This role researches both sides of our business — the trade professionals who use •••••••••••
• every day, and our customers' customers: the homeowners and consumers who book, schedule, and experience service through the businesses we power. On Field, you'll partner with and be guided by our Staff User Experience Researcher, Field Enablement. On Consumer, you'll partner with our AI orchestration lead to ground the marketplace and agent experience in real consumer behavior. You'll also support our research democratization efforts, coaching Product Designers to plan and run their own self-service usability studies so research capacity scales beyond the research team itself.

The Senior User Experience Researcher must be innately curious, passionate about user research and testing, and an organized and creative thinker eager to learn. They must also be open to exploring outside-the-box, innovative study and recruiting techniques to succeed as a member of our growing Experience Design team.

This is an opportunity to leave your thumbprint on category-defining software actively disrupting the Home Services industry, at one of LA's rapidly scaling public SaaS company.

What you'll do

Conduct high-value generative and evaluative research on high-profile initiatives in Field (technician and consumer payments experience) and Consumer (marketplace and agents)

Conduct research with our customers' customers — the homeowners and consumers who interact with ••••••••••••
-powered businesses through marketplace and agent experiences — in addition to research with our direct trade-business customers

Become the go-to expert on the people and problems relevant to Field and Consumer, including how these areas fit into the broader XD portfolio and how they compare to competitor offerings

Generate actionable insights that measure how well Field and Consumer meet user needs, and use that data to influence product features, functions, and design priorities

Facilitate a deep understanding of the problem space within Field and Consumer, and use those insights to influence the overall vision and roadmap for both areas

Prioritize research questions aligned with Field and Consumer team goals, focusing effort on the most impactful research

Create and evolve a research strategy for Field and Consumer, aligning with area goals and adjusting methods as studies require

Collaborate with Data Science and Analytics to track the impact of research-driven recommendations on live products and features

Use AI-assisted analysis to run "what if" scenarios in research reviews, and package reusable insight objects and prompts for the broader design and product org

Mentor Associate UX Researchers executing the research strategy, and coach Product Designers and PMs on research exploration and discovery

Support and scale a self-service usability testing program — coaching Product Designers to independently plan, run, and analyze their own usability studies with customers and internal subject matter experts,…