Senior Service Design Strategist

Ready to be a Titan?
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 Service Design team works closely with our thousands of customers to help make their lives easier through technology. We're growing rapidly and need your help as we continue to scale a complex product and service to a large customer base.
The Senior Service Design strategist will work collaboratively on a wide-range of projects and use human-centered and participatory design methods to research, facilitate, map and visualize, service and customer experiences. They will conduct qualitative and quantitative research that will improve the customer and customer-facing employee experience across ServiceTitan products and services. This person will report to the Sr. Director of Service Design and work closely with other members of the service design team as well as various cross-functional research, data, insights, product and customer-facing departments across the company to co-create, collaborate and share insights that impact our customer's product and service experiences.
The Senior Service Design Strategist needs to be passionate about translating and visualizing complex end-to-end systems into easily understandable stories as well as deeply interested in the experiences of customer-facing internal employees and external customers. This person must 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 and data modeling/visualization methods and approaches as a member of this growing team. The mission of the Service Design team is to inspire innovative products and services by connecting the dots across people, processes and products to positively impact our customer's experience.
What You'll Do:

• Translate strategy, research and business requirements into maps and flows that communicate end-to-end customer-facing employee and customer journeys across multiple touchpoints that inform and inspire various stakeholders and support them in delivering on business goals.
• Plan, design and conduct qualitative and quantitative research studies, including writing research plans that outline study goals and methodology
• Identify recruiting requirements, write screeners, and work closely with recruiters to obtain the most appropriate customers possible for research studies.
• Run qualitative and quantitative research studies both formal and informal with internal customer-facing employees and customers as well as internal subject matter experts and stakeholders.
• Analyze results from all types of qualitative and quantitative research and create various types of insights that synthesize findings into meaningful themes and actionable recommendations for various audiences.
• Create system design artifacts such as experience maps, mental models, customer journey's, ecosystem maps, service blueprint as well as system prototypes
• Strong bias toward building consensus, partnering (as well and maintaining and growing those partnerships) across the organization to establish and achieve common goals that benefit both the customer and ServiceTitan
• Strong presentation and storytelling skills with the ability to make ideas understandable, make the future more concrete and the present more impactful.
• Ability to communicate or present results and illustrate suggestions in clear, compelling, memorable and creative ways
• Visualization (either through diagramming, mapping, storyboarding, or information design). Helping others see the end-to-end and surface-to-core service and customer experience.

• Work closely with other research, data and insights teams (e.g. analytics, data scientist, marketing, product strategy, business intelligence, revenue operations, SME's and customer success teams) to collect various metrics to triangulate research data, uncover insights and inform service and design solutions
• Ability to think big, thrive in ambiguity and to solve meaty problems
• Engage in cross-functional activities, co-create and collaborate across organizational boundaries
• Develop, organize and facilitate research brainstorming and working sessions (either individually or as part of a team)

What You'll Need:

• Proven ability to collaborate, be a contributing member of a cross-functional team, build consensus and inspire team confidence in and respect for the contributions of the Service Design team.
• Strong active listening skills. Comfortable thinking end-to-end and surface-to-core. Able to see a high level view as well as a detailed view. Understand and analyze how all aspects of the service integrate and impact each other in the context of the larger service ecosystem.
• A demonstrated ability to effectively partner with and communicate to all types of stakeholders, designers, product managers, engineering teams, SME's as well as customer-facing team members.
• Express facts, thoughts and ideas in a clear, concise, convincing and organized manner, as well as the ability to ask, as well as answer, meaningful and impactful questions.
• Understand how to balance user experience, service experience, business needs, technically feasibility and time-to-market, and make tradeoffs where appropriate
• Advanced understanding of the best practices and fundamentals of human-centered, goal-directed and service design and research methods across multiple touch points and devices
• Take inputs of all kinds - research findings, analytics, customer feedback, ideation, strategic directives - and turn this into a clear direction
• Can independently or while leading junior team members plan, design and conduct qualitative research studies, including scheduling, recruiting, and writing research plans that outlines study goals and methodology
• Creative problem solving skills, a curious mind and an enthusiastic work ethic with an intrinsic passion for making things better
• A passion for creating new service design methods and practices
• Excellent communication skills with the ability to create and deliver effective, clear and engaging presentations and proposals to top management and/or public groups.
• Must have a solid understanding of basic software/product development life-cycle
• Mid-level to advanced experience (minimum of 5 years) with demonstrated experience in techniques of facilitation, co-creation and other qualitative research, including ethnographic research, contextual inquiry, archetype development, heuristic evaluations, participatory design and remote and in-person workshops
• Mid-level to advanced experience (minimum 5 years) with techniques in quantitative research, including survey construction
• Bachelor's degree (B. A.) from four-year college or university; or 5 years related experience and/or training; or equivalent combination of education and at least five years of work experience (preference for a qualitative research-related or design strategy field such as Psychology, Marketing, Service Design, Design Strategy, Human Factors Psychology, Human-Computer Interaction, Anthropology) plus research and design experience must include some experience with consumer or enterprise facing software or equivalent combination of education and experience.)
• Familiarity with in-lab and remote, research tools (e.g., Google Forms, Surveygizmo/Alchemer, Optimal Workshop, etc.)

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: 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.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do 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.