Lead UX Researcher

Lead UX Researcher - 12 Month Fixed Term Contract Join to apply for the Lead UX Researcher - 12 Month Fixed Term Contract role at Trainline About Us We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in more than 40 countries. We want to create a world where travel is as simple, seamless, eco‑friendly and affordable as it should be. Today, we’re a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high‑speed journey. User Research at Trainline User Research is central to how we understand our customers, shape product decisions, and drive business growth. Our Lead User Researcher will be embedded within cross‑functional product teams, working closely with product managers, designers, data scientists, and engineers. Responsibilities Develop and lead a cross‑market customer insight program to track and evaluate the Customer Value Proposition, specifically on how the customer experience aligns with Trainline’s product vision. Critically review existing customer experience trackers to identify optimisation opportunities and design a coordinated and comprehensive Customer‑Value Proposition measurement program. Lead mixed‑methods research projects, triangulating qualitative and quantitative data and contextualising it in the user experience, to provide a holistic view of customers’ satisfaction with the product. Collaborate cross‑functionally with product managers, data scientists and commercial stakeholders to align research objectives with business goals. Partner with analytics and data science teams to define customer experience metrics that complement other existing data sources, to craft comprehensive customer insight. Independently lead end‑to‑end research initiatives, ensuring clear alignment, communication of milestones, and measurable business impact. Mentor and coach other researchers, within and beyond your main project’s scope, fostering a collaborative and supportive team environment. Translate complex insight into clear, actionable recommendations that inform and influence decisions across product, commercial, and leadership teams. Design scalable research systems and frameworks that elevate research practice. Drive continuous improvement by adopting iterative approaches to project planning, defining key success metrics and pro‑actively course‑correcting if needed. Proactively identify new research opportunities emerging from your learning, and participate in roadmap development. Qualifications 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, including applied statistics and thematic analysis of large sets of qualitative data. Fluency in interpreting behavioural and attitudinal data. Proven ability to design, launch, and deliver research programmes 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 (product management, data science, design, and commercial). 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, including senior management. Highly proactive, self‑driven and comfortable operating with autonomy and accountability, and skilled at bringing stakeholders and teams on board with new initiatives. Experience in travel, hospitality, e‑commerce or other data‑rich complex international products is a plus. Benefits Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2‑for‑1 share purchase plans, an EV scheme to further reduce carbon emissions, extra festive time off, and excellent family‑friendly benefits. We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one Values 💭 Think Big – We’re building the future of rail ✔️ Own It – We focus on every customer, partner and journey 🤝 Travel Together – We’re one team ♻️ Do Good – We make a positive impact #J-18808-Ljbffr