Senior UX Researcher

Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.

Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

Trainline is seeking creative, big thinkers with small egos to achieve our ambition of making it more appealing and really easy for people to make more sustainable travel choices. As part of the UX Research team, you will be focussed on understanding the behaviours, motivations, and attitudes of rail travellers in the context of our product experience.

You will work closely with Product, Design and Brand teams to gather user insights and present these findings along with potential solutions/opportunities into our marketing and product development processes to ensure we’re making the right decisions on behalf of our customers and constantly delivering value to them.

As part of a small but growing Research team, you’ll have huge opportunity for impact as you’ll play a pivotal role in shaping a deep understanding of customer needs. As UX Researcher you’ll be adept at asking the right questions to get to the answers that drive action. You will represent the voice of the customer and collaborate closely with Product and Engineering teams to drive actionable insights to customer demands.

You’ll execute on the user research strategy that supports the organisation, with hands-on responsibility for carrying out effective strategic and evaluative user research and bringing the insights to life to drive change. Your research may be both quantitative and qualitative.

Your responsibilities will include:

- Shaping a research brief – translating stakeholder questions into research questions, choosing appropriate research methods including making use of relevant existing insights, creating pragmatic plans with your stakeholders

- Carrying out strategic research – working with senior members of the team, being creative with a range of research methods to answer questions confidently, and presenting insights

- Carrying out evaluative research – in particular moderated usability testing across devices and countries, promoting whole-team learning, minimising bias and sharing rapid and actionable findings and recommendations widely

- Supporting others with research – mentoring other researchers, and helping designers, copywriters and others carry out their own research through consultation and training

- Coordinating with third-party research vendors, such as recruitment agencies, interpreters, and research agencies, as necessary

- Ensuring that insights are widely shared and accessible to the business, and encouraging dialogue across teams and offices to improve the customer experience

We know that User Researchers come from many academic and professional backgrounds and encourage applicants from a range of backgrounds.

- 1-3 years experience in a hands-on research role, ideally within the digital domain  

- Relevant degree in Social Science, HCI, Cognitive Psychology or similar areas (Masters degree a bonus) but rich on-the-job experience is welcome

- Driven to see the impact of your research, not just carry it out

- Excellent communication skills and attention to detail

- Exceptional organisational and analytical skills

- Team-oriented and collaborative by nature

- French, Italian, or Spanish language skills a bonus

- 25 days holiday +2 extra days at Christmas

- Free private medical and dental insurance for you and your family (you just pay the tax on what you choose!)

- Life assurance & income protection

- Good pension scheme

- Season Ticket loan

- Charity leave

- Enhanced primary caregiver leave

- Free breakfast everyday and fruit galore!

- Yoga Mondays

- Board Game nights

 ....and many more