Head of UX (f/m/d)

📍 Job Overview

Job Title: Head of UX (f/m/d)

Company: Trusted Shops SE (DE)

Location: Cologne, Germany; Berlin, Germany

Job Type: Full-Time

Category: User Experience (UX) Leadership

Date Posted: February 11, 2026

Experience Level: 10+ years

Remote Status: Hybrid

🚀 Role Summary

• Leads the strategic direction and operational execution of User Experience (UX) across Trusted Shops' B2C and B2B product portfolio, ensuring a unified and high-quality user journey.

• Establishes and scales a robust UX research framework, driving data-informed decision-making for product development and company-wide priorities.

• Cultivates and champions a user-centered culture throughout the organization through effective leadership, coaching, and cross-functional collaboration.

• Oversees the development and governance of the company's Design System, ensuring consistency, accessibility, and usability across all digital platforms.

• Partners closely with Product Management and Engineering to prioritize strategic initiatives and translate complex user insights into actionable recommendations.

📝 Enhancement Note: This role is positioned as a senior leadership position within the UX discipline, responsible for both strategic vision and tactical execution. The emphasis on "Head of" and "developing a long-term UX vision" indicates significant influence over product strategy and team development, aligning with a senior operations leadership profile.

📈 Primary Responsibilities

• Develop and execute a comprehensive, long-term UX strategy and vision for the entire Trusted Shops product ecosystem, aligning with business objectives.

• Lead, coach, mentor, and develop an interdisciplinary UX Team, including Product Design, Content Design, and Localization specialists, fostering professional growth and high performance.

• Build, scale, and evolve a holistic UX research framework, including discovery processes, usability testing, exploratory studies, and continuous research programs.

• Coordinate the UX research roadmap across all product areas, ensuring efficient resource allocation and timely delivery of insights.

• Translate complex user insights and research findings into clear, strategic recommendations for leadership, product teams, and cross-functional stakeholders.

• Define and maintain key UX and research Key Performance Indicators (KPIs), such as usability metrics, Net Promoter Score (NPS), and other relevant user satisfaction benchmarks, in collaboration with Product Analysts.

• Build and maintain a structured System of Insights to identify recurring patterns, inform long-term decision-making, and support product evolution.

• Foster a user-centered culture across the company through workshops, research reviews, insight sharing sessions, and ongoing mentoring.

• Collaborate closely with Product Management and Engineering to jointly prioritize product challenges, hypotheses, and research needs.

• Drive the further development and governance of the Trusted Shops Design System, ensuring its adoption and alignment with research insights.

• Ensure high standards of accessibility, usability, and visual consistency across all Trusted Shops products and platforms.

• Manage staffing and resource planning for new product initiatives within the UX domain.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, team management, process development, and hands-on contribution to product design and research. The emphasis on "strategy," "vision," "framework," and "KPIs" points to a role focused on establishing and optimizing operational processes within the UX function.

🎓 Skills & Qualifications

Education: Not specified. However, a Bachelor's or Master's degree in Human-Computer Interaction, Design, Psychology, Computer Science, or a related field is typically expected for senior UX leadership roles.

Experience: Several years of experience in a Senior UX role, with a proven track record in leadership and strategic development.

Required Skills:

• Expertise in Product Design, encompassing user-centered design principles and best practices.

• Strong command of UX Strategy, including the ability to define long-term product experience visions.

• Proficient in User Research methodologies, both qualitative and quantitative, with experience in building and managing research programs.

• Solid understanding of Design Operations (Design Ops), including process optimization, toolchain management, and team enablement within design functions.

• Demonstrated Team Leadership capabilities, with experience in coaching, mentoring, and developing design teams.

• Proven Stakeholder Management skills, with the ability to influence and collaborate effectively with leadership, product, and engineering.

• Experience working within cross-functional product teams and agile organizational structures.

• High Analytical Competence, with the ability to derive actionable insights from both quantitative and qualitative data.

• Clear, structured, and persuasive Communication Style, capable of articulating complex UX concepts to diverse audiences.

• A strong passion for driving and embedding a company-wide UX culture.

Preferred Skills:

• Experience with Content Design and Localization strategies within a global product context.

• Deep understanding of digital products, complex platforms, and intricate B2B/B2C ecosystems.

• Experience in building, scaling, and evolving Design Systems and ensuring their governance.

• Knowledge of accessibility standards and best practices (e.g., WCAG).

• Familiarity with defining and tracking UX-related KPIs and user satisfaction metrics.

📝 Enhancement Note: The requirements emphasize a blend of strategic thinking, leadership acumen, and deep functional expertise in UX. The inclusion of "Design Ops" and "Agile organizational structures" signals a need for operational efficiency and adaptability. The language requirement is critical for this role in Germany.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable examples of developing and executing comprehensive UX strategies for digital products or platforms.

• Case studies showcasing leadership in initiating and scaling user research programs, including methodology, insights, and impact.

• Evidence of building and leading high-performing interdisciplinary UX teams, highlighting coaching and team development efforts.

• Examples of contributions to or governance of Design Systems, emphasizing consistency, usability, and accessibility.

Process Documentation:

• Detailed descriptions of how UX research frameworks were established, including process flow, stakeholder involvement, and output mechanisms.

• Examples of how qualitative and quantitative insights were synthesized into strategic recommendations and operationalized for product teams.

• Case studies detailing the process of fostering a user-centered culture, including workshops, training, and communication strategies.

• Documentation of how UX KPIs were defined, tracked, and used to measure the impact of design initiatives on business outcomes.

• Examples of workflow optimization within a UX team or design function, demonstrating efficiency improvements.

📝 Enhancement Note: Candidates are expected to provide tangible proof of their strategic and operational capabilities in UX leadership. The portfolio should not only showcase design output but also the processes and systems developed to achieve consistent, high-impact user experiences.

💵 Compensation & Benefits

Salary Range: While not explicitly stated, for a Head of UX role with 10+ years of experience in Germany (Cologne/Berlin), the estimated annual salary range is typically between €80,000 and €120,000+. This can vary based on specific experience, negotiation, and the company's compensation philosophy.

Benefits:

• Hybrid work model: Flexibility to combine remote work with office presence.

• Workation: Opportunity to work remotely from EU/EEA countries for a period.

• Permanent contract with a well-established European brand.

• Generous vacation policy: 28 days plus additional days off during Christmas, New Year's Eve, and Carnival.

• Buddy program: Support from an experienced team member upon joining.

• Individual training opportunities: Investment in professional development.

• Regular team and company events.

• Health Pass: Access to online and offline sports, fitness, and health courses.

Working Hours: Approximately 40 hours per week, with a hybrid work arrangement offering flexibility.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for senior UX leadership roles in major German cities, considering the specified experience level. The benefits package is comprehensive and emphasizes work-life balance and employee well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-Commerce Services and Trust Technology. Trusted Shops operates within the growing digital commerce landscape, providing trust solutions that enhance consumer confidence and support online retailers.

Company Size: Over 700 employees. This indicates a medium-to-large sized organization with established processes and a significant market presence across Europe.

Founded: Trusted Shops was founded to build trust in online transactions, growing into a leading European provider of trust solutions for e-commerce. The company's mission is to build "Europe's Community of Trust."

Team Structure:

• The UX Team is interdisciplinary, comprising Product Design, Content Design, and Localization specialists.

• The Head of UX reports to leadership, likely within Product or a dedicated CX/Product executive.

• Close partnership is expected with Product Management and Engineering teams.

Methodology:

• Data-driven decision-making is a core element, with emphasis on UX KPIs, research insights, and a System of Insights.

• Agile organizational structures are in place, requiring adaptability and cross-functional teamwork.

• A user-centered approach is fundamental to the product development process.

• Design System governance ensures consistency and efficiency in product development.

Company Website: https://trustedshops.com/

📝 Enhancement Note: Trusted Shops positions itself as a community-driven organization focused on building trust. The company culture likely values collaboration, data-informed decision-making, and a strong commitment to user experience, which is critical for a Head of UX.

📈 Career & Growth Analysis

Operations Career Level: This role is at a senior leadership level within the UX and Product Design function. It involves strategic oversight, team management, and significant influence on product direction and company culture. This is a key operational leadership role responsible for the user experience function.

Reporting Structure: The Head of UX will likely report to a Group Product Manager, VP of Product, or a Chief Product Officer (CPO). They will lead a team of UX professionals and collaborate closely with other department heads.

Operations Impact: The Head of UX has a direct impact on the usability, desirability, and effectiveness of Trusted Shops' B2C and B2B products. By ensuring a superior user experience, this role contributes to increased customer satisfaction, higher conversion rates, customer retention, and ultimately, revenue growth and market leadership.

Growth Opportunities:

• Strategic Advancement: Opportunity to shape the long-term UX vision and strategy for a leading European e-commerce trust platform.

• Team Development: Potential to build and scale a world-class UX team, establishing best practices and fostering talent.

• Cross-functional Leadership: Influence product strategy and company culture across multiple departments, potentially leading to broader leadership roles.

• Industry Expertise: Deepen expertise in e-commerce, trust technologies, and user-centered design within a dynamic European market.

• Continuous Learning: Access to individual training opportunities, conferences, and personal development programs focused on leadership and UX innovation.

📝 Enhancement Note: This role offers significant scope for impact and career progression, moving beyond tactical design execution to strategic operational leadership within the product development lifecycle.

🌐 Work Environment

Office Type: Hybrid work model, combining remote work with office presence. The company has offices in Cologne and Berlin.

Office Location(s):

• Cologne: Subbelrather Str. 15c, 50823 Cologne, Germany.

Workspace Context:

• Flexible workspace setup, allowing employees to choose between home office or office desks.

• Collaborative environment promoted through team meetings, workshops, and cross-functional interactions.

• Access to office amenities, including potentially a rooftop terrace in Cologne for breaks and informal gatherings.

• Modern technology and tools are expected to be available to support design and research activities.

• Opportunities for social interaction through team events and informal gatherings.

Work Schedule: The standard working hours are approximately 40 per week, with flexibility offered through the hybrid model. This allows for effective management of research cycles and design sprints while accommodating personal needs.

📝 Enhancement Note: The hybrid model and workation option indicate a forward-thinking approach to work environment, catering to modern employee expectations while maintaining opportunities for in-person collaboration and team building.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess experience, leadership potential, and alignment with UX strategy and research requirements.

• Hiring Manager Interview: Discussion on UX vision, leadership philosophy, team development strategies, and strategic priorities.

• Team/Peer Interviews: Meetings with Product Managers, Engineering leads, and potentially UX team members to assess collaboration style, technical understanding, and cultural fit.

• Presentation/Case Study: Candidates may be asked to present a portfolio piece or a strategic case study demonstrating their approach to UX strategy, research leadership, and team development.

• Final Interview: Conversation with senior leadership to discuss company alignment, long-term vision, and final decision-making.

Portfolio Review Tips:

• Strategic Focus: Highlight how your work has driven business outcomes and improved user experience at a strategic level, not just isolated design tasks.

• Leadership & Process: Showcase your experience in building and leading teams, establishing research processes, and fostering a user-centered culture. Include examples of how you’ve managed team dynamics and professional development.

• Data-Driven Insights: Clearly articulate how you’ve used quantitative and qualitative data to inform decisions, measure impact, and drive product improvements. Quantify achievements wherever possible (e.g., improved conversion rates by X%, reduced support tickets by Y%).

• Design System Contribution: If applicable, detail your involvement in Design Systems, focusing on governance, scalability, and impact on design consistency and efficiency.

• Communication Clarity: Ensure your portfolio is well-organized, easy to navigate, and clearly articulates the problem, your approach, the solutions, and the results. Tailor your presentation to highlight your strategic and operational leadership capabilities.

Challenge Preparation:

• Be prepared to discuss your approach to developing a UX strategy for a complex B2B/B2C ecosystem.

• Anticipate questions about how you would build and scale a UX research function from the ground up or improve an existing one.

• Think about how you measure the impact of UX on business goals and how you would communicate this to leadership.

• Prepare examples of how you have fostered a user-centered culture within an organization and managed resistance to change.

• Brush up on your knowledge of agile methodologies and how UX integrates within them.

📝 Enhancement Note: The interview process is likely to be rigorous, focusing on strategic thinking, leadership effectiveness, and the ability to operationalize UX principles within a growing organization. A strong portfolio that demonstrates process and impact is crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly probable for modern UX teams), Sketch, Adobe Creative Suite.

• User Research Platforms: Tools for surveys (e.g., SurveyMonkey, Typeform), usability testing platforms (e.g., UserTesting.com, Lookback), and potentially dedicated research repositories.

• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Miro (for workshops and ideation).

• Design System Tools: Storybook, or integrated within Figma/Sketch.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.

• Product Analytics: Mixpanel, Amplitude, Pendo.

• Data Visualization/BI Tools: Tableau, Power BI, Looker (for reporting KPIs and insights).

CRM & Automation:

• While not directly managed by UX, understanding of CRM systems (e.g., Salesforce, HubSpot) and marketing automation platforms can be beneficial for B2B/B2C context.

• Internal Communication: Slack, Microsoft Teams.

📝 Enhancement Note: The Head of UX will likely manage or influence the selection and implementation of tools for design, research, and collaboration. Proficiency with industry-standard UX tools and an understanding of data analytics platforms are essential.

👥 Team Culture & Values

Operations Values:

• Trust & Transparency: Aligned with the company's mission, fostering an environment where open communication and reliable processes are paramount.

• User-Centricity: A deep commitment to understanding and serving the user, making their needs the central focus of all design and research efforts.

• Data-Driven Decision Making: Valuing insights derived from research and analytics to guide strategy and product development.

• Collaboration & Teamwork: Encouraging cross-functional partnerships and shared ownership to achieve common goals.

• Continuous Improvement: A dedication to ongoing learning, process optimization, and innovation within the UX discipline.

• Efficiency & Scalability: Striving for streamlined processes and robust systems that can support growth and maintain quality.

Collaboration Style:

• Cross-functional Integration: Proactively working with Product Management, Engineering, Marketing, and other stakeholders to ensure alignment and shared understanding of user needs and product goals.

• Empowering Leadership: Leading by example, coaching team members, and fostering an environment where individual contributions are valued and recognized.

• Open Feedback Loops: Encouraging constructive feedback among team members and with stakeholders to drive continuous improvement and innovation.

• Knowledge Sharing: Establishing mechanisms for sharing research findings, design best practices, and lessons learned across the organization.

📝 Enhancement Note: The company's core value of "Trust" likely permeates its internal culture, emphasizing reliability, transparency, and integrity in all operations, including UX.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling UX Research: Building and scaling a comprehensive UX research function within a growing organization to meet diverse product needs.

• Cross-Functional Alignment: Ensuring consistent adoption of user-centered principles and UX best practices across different departments and product teams.

• Balancing B2C & B2B Needs: Developing a unified UX strategy that effectively serves both consumer and business user expectations, which often differ significantly.

• Translating Insights to Action: Effectively communicating complex research findings and ensuring they are translated into actionable product improvements by development teams.

• Design System Evolution: Maintaining and evolving a Design System that remains relevant, scalable, and adopted across a growing product portfolio.

Learning & Development Opportunities:

• Strategic Leadership Development: Opportunities to hone strategic planning, executive communication, and organizational development skills.

• E-Commerce & Trust Tech Expertise: Gaining deep knowledge in the specific domain of e-commerce trust solutions and their user experience implications.

• Mentorship Programs: Access to mentorship from senior leaders within Trusted Shops or industry experts.

• Professional Certifications & Training: Support for obtaining relevant certifications or attending advanced training in UX, research, or leadership.

• Building a UX Center of Excellence: The opportunity to establish Trusted Shops as a leader in user experience within its industry.

📝 Enhancement Note: This role presents significant opportunities to build and shape a critical function within a reputable company, while also facing the inherent challenges of scaling and driving organizational change.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing a long-term UX strategy for a complex product ecosystem like Trusted Shops. How would you align this with business objectives?"

• "How would you build and scale a UX research framework to support multiple product teams and ensure consistent insights across the organization?"

• "What are your key principles for leading and developing an interdisciplinary UX team? How do you foster a user-centered culture?"

• "How do you measure the impact of UX and research on business outcomes, and how would you communicate this to executive leadership?"

Company & Culture Questions:

• "What interests you about Trusted Shops and our mission to build Europe's Community of Trust?"

• "How do you see your role in fostering a user-centered culture across the entire company?"

• "What are your expectations regarding collaboration with Product Management and Engineering teams?"

Portfolio Presentation Strategy:

• Structure: Organize your presentation around key themes: Strategy & Vision, Team Leadership & Development, Research Frameworks & Insights, and Impact & Metrics.

• Case Study Deep Dive: Select 1-2 compelling case studies that demonstrate your strategic thinking, leadership, and ability to drive significant UX improvements. For each, clearly articulate the problem, your strategic approach, the research conducted, the solution designed, and the measurable outcomes.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your initiatives. Explain how you defined and tracked these metrics.

• Process Focus: Highlight the processes you implemented or improved (e.g., research workflows, design system adoption, team collaboration methods) and their benefits.

• Leadership Narrative: Weave in your leadership philosophy and examples of how you coached, mentored, and developed team members.

📝 Enhancement Note: Candidates should prepare to discuss not just their design skills but their strategic vision, operational leadership, and ability to drive cultural change. Demonstrating a data-driven and process-oriented approach will be key.

📌 Application Steps

To apply for this Head of UX position:

• Submit your application through the provided link on the Trusted Shops careers page.

• Portfolio Customization: Tailor your portfolio to highlight strategic UX leadership, team development, and research operations. Focus on case studies that demonstrate cross-functional collaboration and impact on B2B/B2C products.

• Resume Optimization: Ensure your resume clearly articulates your years of experience in senior UX roles, leadership responsibilities, and expertise in UX strategy, research, and Design Ops. Use keywords from the job description.

• Interview Preparation: Practice articulating your UX vision, leadership approach, and experience with building research frameworks. Prepare specific examples for strategic questions and be ready to discuss how you measure UX impact.

• Company Research: Thoroughly research Trusted Shops' mission, products, and market position. Understand their commitment to trust and user experience to articulate how your values align with the company's culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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