Senior User 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(e)We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices(e)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(e)Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond(e)That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month(e)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(e)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(e)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.

 

Purpose of Role

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 the Senior User Researcher, you will join our growing UX team in our Paris office(e)As part of that team, you will be focussed on getting closer to French and European rail travellers, understanding their behaviours, emotions and attitudes towards travel(e)You will work closely with our design and leadership teams in London to ensure Trainline’s European growth is powered by astute on-the-ground insights, including joining a cross-disciplinary team whose mission is to get closer to European travel markets.

 

As Senior User Researcher you’ll be adept at asking the right questions to get to the answers that drive action(e)You will work closely with Product, Design, Growth and Brand teams to gather user insights and channel these into our marketing and product development process to ensure we’re making the right decisions on behalf of our customers.

As part of a small but growing Research team, you’ll have outsize opportunity for impact as you’ll play a pivotal role in shaping a deep understanding of customer needs(e)At this level, you will be confident shaping and challenging research briefs, leading complex quantitative and qualitative data collection and analysis, and expert at synthesising and communicating these insights in powerful, memorable ways across the organisation to contribute to the company’s customer-centric culture.

 

Responsibilities

 

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(e)Your research will be both quantitative and qualitative.

Your responsibilities will include:

·       Shaping a research brief – identifying the right research objectives in alignment with your stakeholders, choosing appropriate research methods including making use of relevant existing insights, creating pragmatic plans with your stakeholders.

·       Carrying out quantitative research – using a range of quantitative primary research methods to segment a market or customer base, designed and carried out yourself and with external partners, distilling insights from the data, and triangulating with other sources of data internally.

·       Carrying out qualitative research – being creative with remote and online methods to promote whole-team learning, leading clear and confident analysis of qualitative data into powerful formats for storytelling and impact across the organisation.

·       Taking ownership of research impact – following up on findings and contributing to work-streams in other parts of the organisation, such as Brand.

·       Being the voice of our customers - ensuring that insights are widely shared and accessible to the business, and encouraging dialogue across teams and offices to improve the customer experience.

·       Supporting others with research – consulting with designers, product owners, and brand managers on using existing insights in their work-streams.

·       Mentoring other researchers – sharing your experience and helping to grow skills across the team.

·       Managing third-party research services - such as recruitment agencies, interpreters, and research agencies, to deliver on your projects.

 

Knowledge & Experience

 

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

·       3-5 years experience in a hands-on research role, ideally within the digital domain  

·       Confident with qualitative and quantitative analysis tools (such as Dovetail, R, SPSS)

·       Relevant degree in Social Science, HCI, Cognitive Psychology or similar areas (Masters degree a bonus) but rich on-the-job experience will be considered too

·       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

·       Confident communicator in French and English, Spanish language skills a bonus

What we Offer

 

·       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

·       Regular team and company wide socials!

 ....and many more