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, to fail and to always grow. 

With over 110 million visits every month to our platform and £4.3 billion 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 over 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 further European growth, there is no better time to jump on board this high-speed train and be part of our continued success. 

Role Overview: 
As the Head of Design in our Customer Lifetime Value theme, you will play a pivotal role in shaping the user experience for both new and existing customers to Trainline. You will lead a team that works on key pillars of acquisition, engagement and retention and you will be responsible for driving a creative culture that balances strong customer + commercial inputs.  

You will report into the Director of UX and be expected to forge great working relationships with other leaders across commercial, data, tech and research teams within the business vertical. This role requires a strategic thinker who can balance ambitious commercial goals with a strong focus on customer needs. Your hands-on craft needs to be sharp, and you should possess unwavering passion for design and its ability to solve today and tomorrow's customer problems. A successful candidate will have a strong point of view and finger on the pulse of what it takes to make a great first brand impression and build healthy, long-term customer habits. 
 
 
Responsibilities: 
Strategic Thinking: 

• Collaborate with the leadership team to define a core part of the company's product vision and UX strategy. 

• Drive UX initiatives that align with the company's overall mission and goals. 

• Identify opportunities for innovation and differentiation throughout the customer funnel 

• Leverage data and insights to inform design decisions and enhance the user experience. 

Balancing Commercial Goals with Design Thinking: 

• Champion the importance of user-centred design and advocate for the customer in all decision-making processes. 

• Collaborate with the product, marketing, and sales teams to balance business objectives with exceptional user experiences. 

• Conduct user research and gather feedback to inform product improvements and enhancements. 

• Ensure that design solutions are aligned with brand guidelines and standards while meeting commercial objectives. 

Cross-Functional Leadership: 

• Lead and mentor a team of 3-4 designers providing guidance, inspiration, and support.  

• Foster a collaborative and inclusive culture that values diverse perspectives and promotes continuous learning. 

• Collaborate with stakeholders across the organization, including product managers, engineers, and executives, to drive alignment and execute on design projects. 

• Communicate design strategies, concepts, and rationale effectively to stakeholders at all levels. 

Hands-On Craft: 

• Maintain a deep understanding of current design trends, best practices, and emerging technologies. 

• Continuously refine your own design skills and stay up to date with the latest industry developments across acquisition models and retention strategies 

• Take a hands-on approach to design, leading by example and producing high-quality design deliverables. 

• Ensure designs are visually appealing, user-friendly, and aligned with the company's brand identity. 

• Proven experience working in commercially driven environments within fast-growing, consumer facing tech companies at scale. 

• A strong portfolio highlighting a breadth of UX design work across web and mobile applications with clear end-to-end process (discovery > delivery) evident. 

• A leadership record that demonstrates an insatiable passion for creativity, where teams know how to have fun but get stuff done. 

• Candidate must be able to talk to leading teams that have had high levels of engagement, personal and collective growth and where customer + commercial success has been achieved. 

• Proven experience of where and how design directly contributes to commercial success. 

• Will have operated as a designer and leader in a data-driven organisation and knows the power of design x data 

• Will have worked on projects that involve high levels of personalised UX, including identifying and leveraging HVA's throughout the customer journey 

• Experience with forming bold visions that have meaningful monetisation plays woven sensitively through the user journey 

Why should you jump on board? 

We pay special attention to learning and development and organise quarterly company learning days as well as offering a learning budget that can be put towards resources of your choice. We will cover the costs of your professional subscriptions and give you access to our very own learning platform. 

At Trainline, we care about the wellness of our employees. We host puppy therapy sessions, in-office yoga and run Mental Health First Aider training courses as well as having an Employee Assistance Program as one of our many company benefits.  

We regularly throw fun social events such as pub quizzes, karaoke nights and our large-scale Summer and Winter Festivals every year. Additionally, we love hosting meetups in our amazing event spaces and having the opportunity to support internal and external community groups.  

We also hold companywide hackathons and our annual 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. 

Our flexi-first approach

We believe in the importance of a healthy work-life balance and the value of a flexible workforce. Our flexi-first approach outlines our commitment to a hybrid way of working and our expectations of Trainliners. A key part of what makes Trainline special is our people and the value we get from the buzz and energy of our workplaces, and that’s why we’re proud to offer the best of both worlds. In practice this means in–office attendance at least 40% of the time over a 12-week period for all Trainliners. These in-office days are typically team led to help us connect, collaborate and create together.  

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.  

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.