Senior Product Researcher

Location: Harmondsworth

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…