UX researcher

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. 

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. 

Locations: Kraków/Gdańsk/Warszawa

Please submit your application in English. 

What you’ll do:

• 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.

Ideally, you’ll bring with you:

(Disclaimer: We understand that you may not tick every box. But if you are excited about the idea of joining AirHelp, we'd love to hear from you anyway).

• 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.

Ready to join a team that truly cares about both its people and its customers? Apply now, and let’s make travel better together!

Perks and benefits:

• Private life and health Insurance. 
• Flexible benefits: gym membership, personal education, childcare, public transportation, or leisure travel subsidy.
• Annual travel allowance.
• Work from anywhere for up to 2 weeks/year.
• Language classes.
• Personalized progression plan. 
• Internal training programs and knowledge-sharing events.
• Unlimited, free use of AirHelp’s services.
• Pre-paid virtual card.
• Office commute subsidy.
• Access to mindfulness and well-being platform (Mindgram).
• Team days and Parties. 

About AirHelp

At AirHelp, we're on a mission to make the world of travel better. Since our foundation in 2013, we've assisted over 2.7 million passengers in receiving their rightful compensation, and we've protected over 9 million travelers through our membership program, AirHelp+. With a global team of 400 AirHelpers speaking 19 languages, we aim to provide a stress-free travel experience for all. Our commitment extends to standing up to airlines in court and advocating fair air passenger rights through APRA. 

And there’s more! AirHelp isn’t just a great company, but a truly lovable place to work. That's why we're so proud to have been named a Most Loved Workplace, also for LGBTQ+, women and young professionals. 

We’re committed to equal opportunities and diversity. Our offices are fully accessible, and we customize interviews to accommodate special needs, including those of neurodiverse candidates. Refugees and displaced individuals are encouraged to apply. We look forward to hearing from you!