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Senior User Researcher

  • Application Deadline: July 31, 2022
  • London
  • Application Deadline: July 31, 2022
  • London

Hurtigruten Group is the world’s leading adventure travel group, offering unique small-ship and land-based adventures from pole to pole. We take our guests to the most spectacular areas on the planet, offering a mix of pristine wilderness and visits to genuine local communities.

Hurtigruten Group is revolutionising the travel industry’s approach to sustainability, allowing us to offer authentic local experiences while leaving a footprint we are proud of — both in nature and with the communities we visit.

We are now embarking on an entirely new kind of expedition; a digital product revolution to keep us at the disruptive edge of the industry.

Our mission and passion is simple: be the global leader in inspirational adventure travel and build world-class product and engineering teams.

Product Vision
Build the world's leading adventure travel platform that creates a world-leading experience for our guests and enables Hurtigruten Expedition's ambitious growth targets.

Work with great people

Tessa van Drie
Expedition Leader
"For ten years I’ve been motivated and supported to try different roles and grew into the role of Expedition Leader. Together with the team on board we aim to give our guests a journey a lifetime."
Kris Willassen
Head of Port and Nautical Operations
"Working in an international environment with ships and professional colleagues from all around the world is very inspiring and motivating!"

Skills & Requirements

User Researcher believes in a non-hierarchical culture of collaboration, transparency, safety, and trust. They will focus on value creation, growth and serving customers with complete ownership and accountability. They will build a holistic picture to help understand what is going on with the organisation’s customers and map their experience to determine what could be better or different by balancing customer and business needs. They strive to deliver exceptional customer and business results.


  • Create empathy for existing and potential customers.

  • Conduct user research to discover insights, define user personas, and map user journeys.

  • Provide customer insight tools for the organisation to use, focusing on the holistic process of general consumers, their needs, behaviour, attitudes and expectations connected to the organisation's business (customer journeys, scenarios, service blueprints, pain/gain points, experience principles).

  • Transform insights into business opportunities and value-adding services.

  • Validate experiences and service offerings through testing of concepts.

  • Present and anchor recommendations and solutions cross-organisation (Prototype, MVP, Vision, Roadmap).

Domain Skills

  • Background with user research planning, execution, and synthesis.

  • Strong understanding for mapping service experiences of customers to provide insights for human-centred design outcomes.

  • Ability to translate verbal ideas and brainstorming sessions into visual concepts and prototypes.

  • Designing, building, and setting usability tests for service and product prototypes, working from sketches into quick prototypes for feedback.

  • Bachelor’s Degree, or equivalent work experience.

Agile Experience

  • Understands the relationship between Product Owner, Scrum Master, and rest of the team, with a strong sense of design thinking.

  • Experience co-designing with customers, engineers, product managers, and other stakeholders to deliver human-centred, end-to-end solutions that meet the needs of customers.

Individual skills

  • Communication, storytelling and presentation techniques.

  • Ability to lead with vision, patience and persistence while empowering others to fail, learn, and grow.

  • Ability to apply an experimental mindset to drive innovation and eager to understand the why.

We offer

  • An exciting role working with the strongest global brand within expedition cruising.

  • Inspirational and friendly work environment.

  • Competitive compensation and benefits.

  • Learning, career, and mobility opportunities.

  • Staff rates on all our ships for you, your family, and close friends.

Great Place to Work

  • Play your part

  • Inspire the Adventure

  • Make tomorrow better

About the company

The undisputed global leader in sustainable inspirational adventure travel — a catalyst for change towards a greener travel industry. Formed in 1893, Hurtigruten Group is the world’s leading adventure travel group. We have 2,400+ employees worldwide, representing more than 50 nationalities. They form part of three main business Units — Hurtigruten Expeditions, Hurtigruten Coastal Express and Hurtigruten Svalbard — which offer unique small-ship and land-based adventures from pole-to-pole.

At Hurtigruten Expeditions, we sail guests on adventures to more than 250 destinations across 30+ countries. Through the experience of exploration, we are changing people’s perspectives on what adventure travel looks like while impacting the lives of millions of people.

As a Group, we are revolutionising the travel industry’s approach to sustainability through a number of vital initiatives to protect the world we explore.

Quick overviewTOM

Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.

Hybrid Explorer shipsHurtigruten has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.

Beach cleanupsHurtigruten Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.

Hurtigruten FoundationThe Foundation specialises in the conservation of endangered species, fighting against marine and plastic pollution.

Jonny Baffour | Contact Person

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