Senior User Researcher

Summary

Join Viator's B2B team as a Senior User Researcher and play a critical role in shaping how Viator serves its global network of travel partners. Lead generative and evaluative research to influence product strategy, guide design, and de-risk decisions. Collaborate with cross-functional teams, including Product, Design, Engineering, Marketing, and Analytics, to ensure Viator's platform, APIs, and partner tools are intuitive and scalable. Translate complex partner needs into actionable insights and mentor others in research best practices. Help mature B2B research practices and champion the voice of the partner across the organization. Partner with analytics and product ops to triangulate qualitative and quantitative data. This role requires strong collaboration and communication skills.

Requirements

• 5+ years of experience in user research, ideally including time spent in B2B or enterprise contexts
• Experience conducting research with technically sophisticated users (e.g. API users, systems integrators, agents using professional tools)
• Strong command of both qualitative and mixed-methods research approaches
• Ability to manage multiple stakeholders and communicate research findings in a compelling, decision-driving way
• Comfortable navigating ambiguity and proactively identifying areas where research can drive impact
• Experience working in agile product teams and collaborating closely with product and design

Responsibilities

• Design and lead impactful user research across the partner journey — from onboarding and integration to booking flows and performance reporting
• Uncover insights about the different types of partners we serve (e.g. travel agents, affiliate marketers, large OTAs) and the contexts in which they operate
• Translate complex partner needs into clear, actionable insights for product and business teams
• Collaborate with Product Managers and Designers to shape roadmaps, validate ideas, and improve experiences across Viator’s B2B platforms
• Guide teams in interpreting research findings and turning them into design and product decisions
• Mentor others in research best practices and help evangelize research throughout the B2B organization
• Partner with analytics and product ops to triangulate qualitative and quantitative data

Preferred Qualifications

• Experience in travel, ecommerce, marketplaces, or SaaS
• Experience with research involving partners or third-party users
• Familiarity with product-led growth or partner ecosystem strategy

Benefits

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• ���Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work
• Donation matching. Give back? Give more! We match qualifying charitable donations annually
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you
• Travel perks. We believe that travel is employee development, so we provide discounts and more
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges
• Health benefits. We offer great coverage and competitive premiums