As a Research leader, you define and drive the understanding of customers - and the future of travel experiences. You partner with our teams to understand guests and partners. Your team identifies and shapes product strategy and inspires their cross-functional partners to create great experiences. Leading and growing a high performing team of skilled researchers who provide the foundation for well-informed, objective, data-oriented decision making across Booking.com accommodation business.
In this role, you will guide research processes, manage and mentor your team and partner with multidisciplinary product teams to identify customer needs and develop insights for product development.
You will build fundamental understanding of the current user experience, pull together customer data collected by teams across the business, develop an accurate and inspiring picture of our customers to guide ongoing product development and shape early product definition and strategy.
You are a strong and empathetic leader who manages and develops the members of the team. You bring expertise in research practices across all phases of the product life-cycle, excellent knowledge of primary research methods (surveys, diary studies, interviews and focus groups) as well as secondary & expert methods (such as litreviews, cognitive walkthroughs and desk research), grounding in product development processes and effective cross-functional collaboration skills. You will define and lead research programs that influence the customer proposition, align UX research activities with wider plans and build user centred practices in product teams. You are a strong and empathetic leader who manages and develops the members of the team. You are an excellent communicator and will partner closely with senior stakeholders and the leadership team.
As a Senior Research Manager you will:
Provide vision and direction for a team of direct and indirect reports; inspiring and challenging them in their day to day work and their career path.
Collaborate closely with the Research craft leader to outline and roll out definitions of research quality, improvements to processes and other craft improvements.
Invest in and enable the team’s collective success, delivering business outcomes and building a cohesive, high performing organisation.
Be a thought leader on how to set up research and use data from multiple sources to inform the product experience.
Provide strategic insights, conduct independent research, collect and analyse behavior through a variety of qualitative and quantitative methods, understand and incorporate complex technical and business requirements into research.
Build strong collaboration with Analytics, Marketing and Data & Reporting teams to validate and spot connections across data sources and connect disparate data points across consumer insights and other business data.
Explore new ways of gathering consumer insights through innovative research tools such as online community panels, conversational research, etc.
Define and measure quantitative UX goals and metrics in collaboration with Researchers, Designers, Analysts and Product Managers.
Developing engaging methods of research dissemination and in developing appropriate UX KPIs for use by the business.
Promote a user-centred design approach by educating and inspiring others throughout the business.
Be the users' advocate, ensuring their needs are central to design and development decisions across the business.
10+ years' UX research delivery in a consultancy, agency or in-house setting.
Degree or higher degree in psychology, behavioural sciences, HCI, economics or similar.
Experience managing and growing a team of UX Researchers (10+).
Experience with primary and secondary research methods in UX Research.
Experience with designing, leading and implementing UX Research projects at scale.
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 using a variety of commercial UX Research or VOC software tools.
Strong analytical skills, with a demonstrated ability to distill the output of complex datasets.
Knowledge of UCD principles and best practices.
Awareness of experimentation principles.
Ecommerce or travel industry exposure.
Master degree in business management, economics, psychology or similar.
Personable – Adaptable and able to make others feel at ease.