Researcher II - Flights

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 a Connected Trip: a seamless, end-to-end travel experience.

Team description

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere.

Role Description

As a Researcher, you will work closely with multidisciplinary product teams and conduct research and 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 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.

Key Job Responsibilities and Duties

• 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 and lead core end-to-end research activities including driving research objectives, scoping, methodology, execution, analysis and 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.

Qualifications and Skills

• 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 and expert methods (such as literature reviews, cognitive walkthroughs and desk research). You are comfortable pursuing autonomous and independent activities in new product spaces.

Benefits and Perks

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

This role does not come with relocation assistance.