UX Researcher, AirHelp

• We’re looking for someone who is passionate about research and eager to make an impact
• While some experience is important, what truly sets you apart is how you apply it — bringing enthusiasm, persistence, and fresh ideas to the table
• Proven UX research experience, ideally from a Product/SaaS company, with a focus on product creation and optimization (web and mobile, including apps)
• A proactive hands-on approach with the ability to work autonomously and the initiative needed to work on complex products with a diverse group of stakeholders
• Excellent communication and collaboration skills
• A growth mindset with a passion for learning and continuously improving
• Attention to detail and a keen eye for spotting opportunities to enhance user experience
• Knowledge about accessible design principles and best practices
• Fluency in English and at least one additional language - preferably Spanish, German, French or Italian

• Are you a UX Researcher with a strong sense of empathy for customers? Do you enjoy turning customer needs into clear, actionable recommendations? If so, we’d love for you to join our team at AirHelp!
• At AirHelp, we’re all about making air travel easier, and as a UX researcher, you’ll play a key role in shaping how we improve the travel experience for millions of passengers
• You’ll work closely with our talented product managers on both our core compensation claims service and our innovative subscription product
• By understanding user needs, you’ll help to ensure our teams make informed decisions that truly benefit the people who use our services
• Champion the voice of the user, advocating for their needs and promoting excellent UX practices across the organization
• Work closely with the Product team to identify research opportunities and ensure your findings are seen, heard, and used to drive decisions
• Help guide decision-making by involving stakeholders in research activities and providing them with relevant, actionable insights
• Own the end-to-end research process: from planning and recruiting, to moderation, analysis, creating deliverables, and presentation
• Lead a variety of research activities, including usability tests, user interviews, surveys, competitor analysis, desk research, heatmap analysis, cognitive walkthroughs and heuristic evaluations
• Collaborate with our legal team to ensure the compliance of research activities
• Contribute to a skilled and driven research team, working together to elevate our products and services

• Internal training programs and knowledge-sharing events
• Personalized progression plan
• Language classes
• Mindfulness platform
• Lunch subsidy
• Flexible benefits: gym membership, personal education, childcare, public transportation or leisure travel subsidy
• Health benefits
• MacBook Air
• Unlimited, free use of AirHelp's services
• Work from anywhere for 2 weeks a year
• Team days
• Events and parties

Total funding: $12.3m

Customer support and claims tech are most often reserved for law firms and legal teams, but AirHelp’s focus on the air travel industry has carved them out a niche and amassed the company a client base of 16 million people. Focusing on assisting travellers with air travel rights, delays, cancellations, missed connections, strikes, baggage loss, and denied boarding compensation, AirHelp’s team speak 17 languages and works in partnership with law firms in 30 countries.