Senior Product Researcher

A career without limits
As the nation's flag carrier, we take great pride in connecting Britain with the world and the world with Britain.
It's something we've been doing for over 100 years, ever since we launched the world's first international scheduled air service between London and Paris.
This originality has been in our blood since day one. It's the spirit we share with the people that fly with us, our partners, and our colleagues.
So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.
We know great things can happen when you're inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

Senior Digital Product Researcher
You'll be part of the Product Design & Research team within the Commercial directorate, acting as a strategic research partner across the product lifecycle. This team plays a vital role in ensuring customer insight is embedded into product decision-making, helping shape digital experiences that improve customer outcomes and drive commercial performance.
What you'll do:
Serve as the primary research contact for senior product, design and business stakeholders
Advise teams on when and how to use research, helping scope and shape product strategy based on insight
Confidently present research findings and recommendations to senior leadership
Advocate for user-centred thinking across the organisation
Lead mixed-method research projects that span discovery to evaluation
Ensure research outputs drive decisions by translating findings into actionable insights aligned with business goals
Develop and maintain standards for research deliverables, including insight reports, journey maps and frameworks
Collaborate with Product, Analytics, Experimentation, Personalisation and Design teams to integrate insight into iterative product design and development
Establish and manage research operations processes, including participant recruitment, tool management, templates and documentation repositories
Define and implement scalable research governance and ethical standards
Mentor and upskill team members in research best practices, methods and tools
Lead retrospectives and drive continuous improvement of research maturity within the organisation
Uphold and embed a high bar for research quality, rigour and impact
Promote inclusive, accessible and ethical research practices
Design and deliver workshops, sprints and training that build shared understanding and cross-functional collaboration
What you'll bring to British Airways:
Good time management skills with a track record of delivering on time
Exceptional facilitation and workshop skills
Expertise in moderated and unmoderated usability research
Expertise in qualitative and quantitative research methods
Strong research storytelling skills
Strong knowledge of design principles, product development processes and the Double Diamond
Ability to build trusted relationships across disciplines and influence at senior levels
Systems-thinking approach with experience shaping Research Ops
Strong stakeholder and relationship management capability
Commitment to excellence
Resilient, flexible and proactive approach
Organised and collaborative working style
Clear and persuasive communication skills
User-focused and insight-driven mindset
Continuous improvement approach to methods and practices
Agile and forward-thinking mindset
Strategic thinker
Proactive and self-directed approach
Positive and calm when working through ambiguity
Open-minded, curious and receptive to new perspectives
Champion for inclusion, accessibility and ethics in design and research
Your experience:
Bachelor's Degree (or higher) in Psychology, Human-Computer Interaction, Anthropology, Product Design or a related field, or relevant professional experience
6+ years conducting UX or product research in digital environments
Portfolio of UX research case studies
Proven experience leading strategic and evaluative research within agile product teams
Track record of influencing roadmap decisions and senior stakeholders through research insight
Experience working in fast-paced, consumer-facing environments with a commercial focus
Strong experience working with Product teams in an Agile framework
Experience establishing Research Ops infrastructure and mentoring others
Strong experience conducting accessibility-focused research

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It's one of the reasons our rewards go far beyond a competitive salary.
From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.
At British Airways you'll have the chance to take on new challenges and move…