Cette offre est lié au département User research
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.
To support our ambitious commercial goals, we’re expanding our world-class Product division led by Dave Price (an international Product expert in Technology & Travel) to drive the next stage of our development. In this newly created role, you’ll be working in a hybrid channel and mission org alongside Designers and Product Owners as well as Data Scientists and Engineers to help us revolutionise the travel experience and develop a market leading product and features. The goals are ambitious and the mandate is clear – to make travel more personal.
Purpose of Role
As Senior User Researcher, your challenge will be to execute on the user research strategy focused on getting closer to French and European rail travellers, understanding their behaviours, emotions and attitudes towards travel. You’ll work closely with our Design, Product, Brand and leadership teams in Paris and London to ensure Trainline’s European growth is powered by astute, on-the-ground insights, channeling these into our marketing and product development process to ensure we’re making the right decisions for our customers.
Research may be a small, dedicated team, but its muscle is immense – influencing all the way up to our CEO and board. As an expert at synthesising and communicating your insights in powerful, memorable ways across the organization, you’ll have outsize opportunity for impact as you’ll play a pivotal role in shaping a deep understanding of customer needs. Executing on the user research strategy through both quantitative and qualitative methods, you’ll have hands-on responsibility for carrying out effective strategic and evaluative user research, and bringing the insights to life to drive change. As such, you’ll be involved at every stage of brand and product development from strategic research to discovering the problems and unmet needs our customers have.
Responsibilities
- Shaping research briefs – identifying the right research objectives in alignment with your stakeholders, choosing appropriate research methods making use of relevant existing insights and creating pragmatic plans
- 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
- Conducting 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 organization
- Taking ownership of research feedback – following up on findings and contributing to work streams in other parts of the organisation, such as Brand
- Mentoring other researchers – sharing your experience and helping to grow skills across the team
- Managing third-party research services and vendors as necessary, such as recruitment agencies, interpreters, and research agencies, to deliver on your projects
We ship new features at speed and employ a ‘build/test/learn’ mentality around our product development. To this end, you’ll play a core part in unraveling what it means to be the best travel companion app in Europe for a range of different travelers and cultures whilst helping us deliver on our stretch growth targets. This is a truly career defining role for someone passionate about user research looking for an opportunity to play their part in disrupting and defining a product that is changing the way we travel and inspiring millions people all over the world to make more environmentally sustainable travel choices every day.
Experience
We’re looking for creative big thinkers with small egos to achieve our ambitious plans. Most importantly, you’ll bring exceptional experience from a hands-on research role with a fast-paced, consumer-focused tech or online business. You may have an academic background in Social Sciences, HCI, or Cognitive Psychology, but we equally consider rich on-the-job experience too.
Outcome-focused in approach, you should have an insatiable drive to see the impact of your research, not simply carrying the work out. You’ll bring a meaningful tale to tell about the change and influence your findings have generated, and have shaped and enriched a business’s understanding of their customers and the value that can be provided by building amazing products and experiences that people love.
You’ll thrive when collaborating on research within the team or across the wider business, and recognise that these partnerships creates better outcomes. You’ll bring a good balance of quantitative and qualitative skills and be familiar with supporting tools such as Dovetail, R or SPSS.
Whether bringing demonstrably strong experience at working at pace be it from a start-up, corporate environment or research agency, you’ll have previously worked across the end-to-end brand and product life cycle. From your deep research credentials, you’ll understand that Product teams fail as many times as they succeed albeit you’re capable of understanding why. Your ability to converse confidently in French is a given, but an ability to speak another European language, particularly Spanish, would be useful although not essential.
We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.