Senior User Researcher – B2B (Viator)

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

At Viator, we connect the world to unforgettable travel experiences. Our B2B team focuses on empowering travel partners — from global affiliates and OTAs to travel agents and API integrators — to offer those experiences seamlessly to their own customers. We are seeking a Senior User Researcher to help us deeply understand the needs of our partners and build solutions that truly work for them.

About the Role

As a Senior User Researcher on the B2B team, you’ll play a critical role in shaping how Viator serves its global network of travel partners. You’ll lead generative and evaluative research to influence product strategy, guide design, and de-risk decisions — all in a complex ecosystem where usability, reliability, and integration matter deeply.

You’ll collaborate with cross-functional teams including Product, Design, Engineering, Marketing, and Analytics to ensure our platform, APIs, and partner tools are intuitive, scalable, and grounded in real-world user needs. You'll also help mature our B2B research practices and champion the voice of the partner across the organization.

What You’ll Do

• Design and lead impactful user research across the partner journey — from onboarding and integration to booking flows and performance reporting.

• Uncover insights about the different types of partners we serve (e.g. travel agents, affiliate marketers, large OTAs) and the contexts in which they operate.

• Translate complex partner needs into clear, actionable insights for product and business teams.

• Collaborate with Product Managers and Designers to shape roadmaps, validate ideas, and improve experiences across Viator’s B2B platforms.

• Guide teams in interpreting research findings and turning them into design and product decisions.

• Mentor others in research best practices and help evangelize research throughout the B2B organization.

• Partner with analytics and product ops to triangulate qualitative and quantitative data.

What We’re Looking For

• 5+ years of experience in user research, ideally including time spent in B2B or enterprise contexts.

• Experience conducting research with technically sophisticated users (e.g. API users, systems integrators, agents using professional tools).

• Strong command of both qualitative and mixed-methods research approaches.

• Ability to manage multiple stakeholders and communicate research findings in a compelling, decision-driving way.

• Comfortable navigating ambiguity and proactively identifying areas where research can drive impact.

• Experience working in agile product teams and collaborating closely with product and design.

Bonus Points For

• Experience in travel, ecommerce, marketplaces, or SaaS.

• Experience with research involving partners or third-party users.

• Familiarity with product-led growth or partner ecosystem strategy.

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.