Lead UX Researcher - 12 Month Fixed Term Contract

The Lead User Researcher will develop and lead a cross-market customer insight program to evaluate the Customer Value Proposition and ensure alignment with Trainline’s product vision. This role involves leading mixed-methods research projects and collaborating with cross-functional teams to deliver actionable insights that drive business growth.

Responsibilities

• Develop and lead a cross-market customer insight program to track and evaluate the Customer Value Proposition.
• Critically review existing customer experience trackers to identify optimisation opportunities.
• Lead mixed-methods research projects, triangulating qualitative and quantitative data.
• Collaborate cross-functionally with product managers, data scientists and commercial stakeholders.
• Partner with analytics and data science teams to define customer experience metrics.
• Independently lead end-to-end research initiatives.
• Mentor and coach other researchers.
• Translate complex insight into clear, actionable recommendations.
• Design scalable research systems and frameworks.
• Drive continuous improvement by adopting iterative approaches to project planning.

Requirements

• 7+ years of applied, hands-on, UX or product research experience, ideally within complex, fast-paced organisations.
• Expertise in mixed-methods research, with high-proficiency in quantitative methods and how to integrate them with qualitative methods.
• Fluency in interpreting behavioural and attitudinal data.
• Proven ability to design, launch, and deliver research programs that measure customer experience and product effectiveness.
• Proven track of proactively and successfully selling and socialising research at all company levels.
• Strong project management skills with a track record of leading cross-functional initiatives across stakeholders.
• Experience mentoring and coaching other researchers or stakeholders.
• Excellent communication skills with the ability to clearly present complex research findings to stakeholders at all levels.
• Highly proactive, self-driven and comfortable operating with autonomy and accountability.
• Experience in travel, hospitality, e-commerce or other data-rich complex international products is a plus.

Key Skills

• UX or product research experience
• Mixed-methods research
• Quantitative methods
• Qualitative methods
• Applied statistics
• Thematic analysis
• Behavioral and attitudinal data interpretation
• Project management
• Mentoring and coaching
• Communication skills

Benefits

• Private healthcare & dental insurance
• Generous work from abroad policy
• 2-for-1 share purchase plans
• EV Scheme
• Extra festive time off
• Excellent family-friendly benefits
• Clear career paths
• Transparent pay bands
• Personal learning budgets
• Regular learning days