Great journeys start with Trainline 

We are champions of rail, inspired to build a greener, more sustainable future of travel. Our purpose is our momentum. It makes us feel good, because we know we’re doing good. As we lead the way to a greener future, we do it together. We’re all about connections: with each other, with our customers and with the world. Just as our platform brings the world together, it’s our ambition that connects us. We motivate each other to go beyond our limits, to experiment, fail and to always grow. 

With over 110 million visits every month to our platform and £4.3billion in net ticket sales, we're always innovating and making moves towards our final destination — a world where travel is as simple, seamless, and affordable as it should be. 

And we couldn't do any of it without our incredible people driving us forward. Today, we're a FTSE 250 company that's proudly home to more than 1000 Trainliners from 60+ nationalities across offices in London, Paris, Barcelona, Milan, Edinburgh, Berlin, Madrid and Brussels. It's this diversity that energises us and makes us stronger, helping us to achieve amazing things. 

With our sights firmly set on European growth, there is no better time to jump on board this high-speed train and be part of our continued success. 

We are looking for a Senior Mixed-Method Researcher to join our growing UX team in our London or Paris office in a six-month 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 datasources, 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 Senior Mixed-Method Researcher you’ll be adept at moving between two worlds: working quantitatively to indentify problem areas in the customer experience and working qualitatively to define a strategic response. 

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. At a senior 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 measurement strategy that supports the organisation, with hands-on responsibility for carrying out effective strategic and evaluative research and bringing the insights to life to drive change. 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 organization 

Taking ownership of research impact – following up on findings and contributing to workstreams in other parts of the organisation, such as Brand  

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 workstreams  

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

4-6 years experience in a hands-on research role, ideally within the digital domain   

Confident with qualitative and quantitative data collection and analysis tools  

Skilled at combining multiple data sources into a single narrative  

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  

Experience with defining measurement frameworks, metrics creation, data visualization, and/or scorecard development a plus 

Confident communicator, additional language skills a plus 

Why should you jump on board? 

We want our people to stretch their minds, abilities, and share their knowledge. Each year we hold The Trainline Tech Summit, which provides Trainliners with an opportunity to stand up and share their story, learnings, or new skills with their colleagues in a safe environment. 

We've always paid special attention to flexible working as we value a strong work/life balance. The pandemic has taught us that a balance between remote working and being in a collaborative office environment leads to productive teams. 

Our Values 

• Think Big - We're building the future of rail 

• Own It - We care about every customer, partner and journey 

• Do Good - We make a positive impact 

• Travel Together - We're one team 

Interested in finding out more about what it's like to work at Trainline? Why not check out what our employees say about us on Glassdoor? You can also find out more information by following us on LinkedIn or our 'Life at Trainline' Instagram account.