Role Description:
At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.
We are looking for a Researcher II to join the Flights team at Booking.com. Flights is one of the newer, fast-growing areas of the business and serves as a key pillar in our mission to deliver the company’s vision of a ‘Connected Trip: a seamless, end-to-end travel experience.
As a Researcher, you will work closely with multidisciplinary product teams and conduct research & gather insights about the needs of travelers and partners in the Flights space.
This role offers an attractive opportunity for someone interested in exploring a range of topics such as loyalty, customer support, and flight ancillaries. The researcher will be supported by another researcher and a Research Manager within the Flights team.
One of your first primary research projects will be to conduct research and generate insights on optimizing Flights’ post-booking and customer support (CS) experiences, particularly with the goal of reducing customer contact rates and improving the contact process. You will also be responsible for driving research to improve other stages of the customer journey, from planning and searching to booking a flight.
Provide insights, conduct independent research, collect and analyse behaviour through a variety of qualitative and quantitative methods, and help translate these insights and trends into product improvements.
Independently drive all operational research tasks & lead core end-to-end research activities including driving research objectives, scoping, methodology, execution, analysis & communication.
Be the users' advocate, ensuring their needs are central to design and development decisions. Build strong collaboration with and facilitate and influence discussions within multidisciplinary teams, including Product, UX, Commercial, Marketing, Strategy, Analytics and Engineering, to validate and identify trends and connections across data sources and connect disparate data points across customer insights and other business data.
Support a user-centred design approach by collaborating closely with your UX and product team and others in the business.
Take guidance from Research Manager/Seniors within the business to improve on research quality, and other craft improvements.
Test out new ways of gathering consumer insights through new research tools or mixing methods.
3-5 years (UX) research delivery in a consultancy, agency or in-house setting
Bachelors or Masters degree in psychology, social sciences, HCI, Statistics, Economics or MBA or a related quantitative or qualitative field, or equivalent practical experience.
Experience with primary and secondary research methods
Experience with designing and implementing (UX) Research projects with a great degree of autonomy
Knowledge and practical experience of using a variety of (UX) research methods (qualitative and quantitative), with a strong awareness of their merits and weaknesses.
Experience of working in flights or travel industry is preferred (but not essential)
Strong analytical skills, with a demonstrated ability to distill the output of complex and disparate datasets
Excellent communication and presentation skills
Working knowledge of statistical analysis software, such as SPSS, R or JMP
Soft Skills:
You are an experienced communicator. You bring solid experience in research methods across several phases of the product life-cycle. You have excellent knowledge of experimental design and one or more primary research methods (ex. Surveys, interviews and usability research) as well as secondary & expert methods (such as literature reviews, cognitive walkthroughs and desk research). You are comfortable pursuing autonomous and independent activities in new product spaces.
Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:
Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
