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.
We are looking for a Mid Mixed-Method Researcher to join our growing UX team in our London office in a fixed-term contract role. As part of this team, you will be focussed on getting closer to rail travellers, understanding their behaviours, emotions and attitudes towards travel and our product. You will work closely with your Product and Market Research counterparts to design and deliver customer experience measurement, combing multiple data sources, to report on our progress towards improving the customer experience. You will also have the opportunity to work with Product, Design, and Brand to address any opportunities you discover.
As a Mid Mixed-Method Researcher you’ll be comfortable moving between two worlds: working quantitatively to identify problem areas in the customer experience, and working qualitatively to define a strategic response.
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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
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Carrying out quantitative and market research – designing surveys, conjoint studies, and measurement frameworks. Analyzing and reporting on data, building dashboards, and scorecards.
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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 organization
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Taking ownership of research impact – following up on findings and contributing to workstreams in other parts of the organisation, such as Brand
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Ensuring that insights are widely shared and accessible to the business, and encouraging dialogue across teams and offices to improve the customer experience
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Supporting others with research –consulting with designers, product owners, and brand managers on using existing insights in their workstreams
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Mentoring other researchers – sharing your experience and helping to grow skills across the team
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Managing third-party research services and vendors as necessary, such as recruitment agencies, interpreters, and research agencies, to deliver on your projects
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3-5years experience in a hands-on research role, ideally within the digital domain
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Comfortable with qualitative and quantitative data collection and analysis tools
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Experience with, or interest in, combining multiple data sources into a single narrative
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Experience with, or interest in, defining measurement frameworks, metrics creation, data visualization, and/or scorecard development
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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
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Driven to see the impact of your research, not just carry it out
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Excellent communication skills and attention to detail
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Exceptional organisational and analytical skills
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Team-oriented and collaborative
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Confident communicator in English, French and Spanish language skills a bonus
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.