Senior UX Researcher

📍 Job Overview

Job Title: Senior UX Researcher

Company: TOPdesk

Location: Kaiserslautern, Germany

Job Type: Full-time

Category: User Experience (UX) Research / Product Operations

Date Posted: 2026-09-16

Experience Level: 5-10 years

Remote Status: Hybrid (up to 50% remote)

🚀 Role Summary

• Lead UX research initiatives and strategic direction across multiple product domains, ensuring user insights are central to discovery and decision-making processes.

• Design and independently execute complex qualitative and quantitative research studies to uncover user behaviors, needs, and pain points.

• Synthesize findings from various studies to identify overarching patterns and strategic opportunities for product development.

• Translate research insights into clear, actionable recommendations that influence product direction and inform leadership decisions.

• Mentor junior researchers and contribute to the continuous improvement of research practices, standards, and ResearchOps within the organization.

📝 Enhancement Note: While the role is titled "Senior UX Researcher," the emphasis on "Product Operations" and influencing strategic decisions aligns it with a broader operations function that leverages user research for GTM strategy refinement and product-market fit validation. The focus on "ResearchOps" further solidifies this connection.

📈 Primary Responsibilities

• Own the research direction for designated product domains, proactively identifying critical knowledge gaps and translating them into well-defined research questions and comprehensive study plans.

• Independently design, plan, and execute complex qualitative and quantitative research studies, ensuring rigorous methodology and reliable data collection to understand user behaviors, needs, and pain points before product solutions are defined.

• Synthesize insights derived from multiple studies, user feedback channels, and cross-functional data sources to identify broader patterns, emergent trends, and strategic product opportunities that align with business objectives.

• Provide clarity and evidence-based direction for critical decisions being made by product teams and leadership, clearly articulating trade-offs and ensuring recommendations are grounded in robust research findings.

• Translate complex research findings into clear, concise, and actionable recommendations, effectively communicating patterns and shaping the strategic direction of product development.

• Collaborate closely with Product Managers, UX Designers, Engineers, and other relevant stakeholders across product domains to align research implications, navigate competing priorities, and ensure research findings are integrated into the product lifecycle.

• Provide constructive feedback and mentorship to junior UX researchers and other product colleagues, reviewing their work for quality, rigor, and strategic alignment.

• Actively contribute to the enhancement of research practices, operational standards, and ResearchOps activities within the UX research team, fostering a culture of continuous improvement and methodological excellence.

• Evaluate and responsibly apply new research methodologies, including AI-supported research techniques, to improve efficiency and effectiveness while maintaining research integrity and quality.

• Regularly engage with stakeholders across product, design, engineering, and leadership teams to communicate research findings, build consensus, and advance organizational research maturity.

📝 Enhancement Note: The responsibilities highlight a senior-level individual contributor role with significant autonomy and leadership potential within the research function. The emphasis on translating findings into strategic product opportunities and influencing leadership decisions suggests a strong link to Go-to-Market (GTM) strategy and product-market fit.

🎓 Skills & Qualifications

Education: Bachelor's, Master's, or Ph.D. degree in Human-Computer Interaction (HCI), Psychology, Human Factors, Cognitive Science, Social Sciences, Anthropology, Design, or a closely related field. Equivalent practical research experience will also be considered.

Experience: 5+ years of professional experience in UX research, with a demonstrated track record in a medior to senior capacity. Proven experience in successfully planning and leading complex, end-to-end UX research studies involving multiple stakeholders or diverse user groups.

Required Skills:

• Mastery of both qualitative (e.g., user interviews, usability testing, ethnography) and quantitative (e.g., surveys, A/B testing, analytics analysis) research methods, with the ability to strategically select and apply the most appropriate methods for specific research objectives.

• Demonstrated ability to synthesize complex findings from multiple studies and data sources to identify broader patterns, user needs, and strategic product opportunities.

• Strong analytical and problem-solving skills, with the ability to bring clarity to complex decisions and help teams and leadership act confidently on evidence.

• Proven experience in mentoring junior researchers or actively contributing to the improvement of shared research practices, workflows, and operational standards (ResearchOps).

• Excellent communication and presentation skills, with the ability to articulate research findings, insights, and recommendations clearly and persuasively to diverse audiences, including direct teams, product leadership, and wider organizational stakeholders.

• Proficiency in integrating AI tools into research workflows to enhance efficiency and effectiveness, coupled with a critical evaluation of AI-generated outputs.

• Proactive mindset with a strong drive for continuous improvement in research practice, methodology, and tool utilization.

• Fluent (C1 level) in English, enabling clear and effective communication across international teams. Preferred Skills:

• Foundational UX research training or certification from recognized institutions such as Nielsen Norman Group (NN/g), UXPA, or CPUX.

• Fluency (C1 level) in German or Dutch, to facilitate more effective collaboration within German-speaking and/or Dutch-speaking environments.

📝 Enhancement Note: The requirement for proficiency in both qualitative and quantitative methods, coupled with the ability to synthesize findings across studies, indicates a need for a researcher who can provide holistic insights for product strategy and GTM planning. The emphasis on mentoring and improving research practices points towards a senior role with potential for team leadership or functional ownership.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of end-to-end research projects, showcasing the full lifecycle from problem identification and research planning through execution, analysis, and impact reporting.

• Case studies that clearly articulate the research questions, methodologies employed, key findings, and the actionable recommendations derived.

• Evidence of how research insights directly influenced product decisions, design iterations, or strategic GTM adjustments, highlighting measurable impact.

• Examples of synthesizing findings from multiple studies or data sources to reveal broader patterns and strategic opportunities.

• Documentation of collaboration with cross-functional teams (Product, Design, Engineering) and how research was integrated into their workflows. Process Documentation:

• Showcase of research planning processes, including stakeholder alignment, scope definition, and method selection justification.

• Examples of rigorous qualitative and quantitative data collection and analysis techniques, including how biases were mitigated and data integrity was maintained.

• Documentation of how research findings were communicated and socialized to drive action and inform decision-making.

• Evidence of contribution to or development of research operations (ResearchOps) processes, such as participant recruitment frameworks, research tool standardization, or knowledge management systems.

📝 Enhancement Note: For a Senior UX Researcher, a portfolio is crucial for demonstrating impact and strategic thinking. The focus should be on showcasing how research directly contributed to product strategy, GTM effectiveness, and business outcomes, rather than just detailing methodologies. Evidence of ResearchOps contributions is a strong differentiator for senior roles.

💵 Compensation & Benefits

Salary Range:

The provided salary range is EUR 5,000 - EUR 5,500 monthly.

Benefits:

• Job Security: Permanent employment contract.

• Remote Work Flexibility: Option to work up to 50% remotely, offering a hybrid work model.

• Competitive Compensation: Holiday bonus, special payments, and monthly tax-free benefits in the form of a Mastercard and access to corporate benefits.

• Flexible Working Models: Full-time and part-time positions available, with flexible working hours to accommodate work-life balance.

• Generous Leave: 30 days of annual leave for rest and rejuvenation.

• Structured Onboarding: Comprehensive onboarding program with a dedicated buddy to ensure a smooth integration.

• Family Support: Flexible parental leave arrangements and family-friendly leadership to support caregiving responsibilities.

• Informal Culture: An open, collaborative, and informal "du" (you) culture in an international setting.

• Continuous Development: Individual training opportunities, access to the Babbel language learning platform, and the Udemy e-learning platform.

• Health & Well-being: Support through OpenUp, Wellhub, and in-office massages.

• Mobility: Convenient options including free parking, bicycle parking, bike leasing, and a public transport ticket.

Working Hours: Full-time position, with flexible working hours. The AI-derived estimate for standard working hours is 40 hours per week, with flexibility built into the work schedule.

📝 Enhancement Note: The salary range of EUR 5,000 - EUR 5,500 monthly is indicative of a senior-level UX Researcher role in Germany. This range typically reflects significant experience, specialized skills, and the ability to lead complex research projects. The benefits package is comprehensive, emphasizing work-life balance, professional development, and employee well-being, which are attractive to senior operations professionals. The hybrid work model (up to 50% remote) is also a key factor for many candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: TOPdesk operates within the Software industry, specifically focusing on Service Management solutions. This context implies a B2B environment where understanding enterprise user needs and optimizing internal workflows is critical.

Company Size: With 700 employees across 8 countries, TOPdesk is a medium-to-large international company. This size offers opportunities for impact and cross-functional collaboration while maintaining a relatively close-knit feel compared to massive corporations.

Founded: TOPdesk was founded in 1995, indicating a well-established company with a mature product and a stable market presence. This history suggests a company culture that values long-term vision and continuous improvement.

Team Structure:

• The UX Researcher will be part of a broader product development team, collaborating closely with UX Designers, Product Managers, and Engineers.

• The role involves working with researchers located in the Netherlands, Germany, and Hungary, suggesting an international and distributed team dynamic.

• The researcher will also contribute to a "shared research practice" across the organization, implying a community of practice or center of excellence model for UX research. Methodology:

• The role emphasizes a data-driven approach, utilizing both qualitative and quantitative research to inform strategic and discovery decisions.

• A strong focus on translating user insights into actionable recommendations for product direction is core to the methodology.

• The company encourages the evaluation and application of new research methods, including AI-supported techniques, indicating an innovative and adaptive approach to research.

Company Website: https://www.topdesk.com/

📝 Enhancement Note: The company's focus on service management software means the UX Researcher will be instrumental in understanding complex business workflows and user needs within enterprise environments. This is crucial for GTM strategy, as it impacts how the product is positioned, marketed, and supported. The international team structure requires strong cross-cultural communication skills.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior UX Researcher position, indicating a mid-to-senior career stage. The role involves significant autonomy, ownership of research direction, and the ability to lead complex studies independently. It's a key individual contributor role with potential for mentorship and influence on research practices.

Reporting Structure: The role involves partnering with UX Designers, Product Managers, and Engineers, and contributing to a shared research practice. While direct reporting lines aren't explicitly stated, the emphasis on mentoring junior researchers suggests a potential for informal leadership or guidance within the research function. The researcher will likely report into a Head of UX, Director of Product, or a similar senior leadership role responsible for product development and user experience.

Operations Impact: The Senior UX Researcher's impact extends beyond traditional UX. By providing deep user insights, they directly influence product strategy, feature prioritization, and the overall product-market fit. This strategic input is critical for Go-to-Market (GTM) success, ensuring that products meet genuine user needs and address critical pain points, thereby enhancing market penetration and customer adoption. Their work helps validate product-market fit and informs marketing messaging and sales enablement by articulating user value propositions.

Growth Opportunities:

• Research Leadership: Potential to grow into a Lead UX Researcher or Research Manager role, overseeing a team, setting research strategy, and further developing the ResearchOps framework.

• Specialization: Opportunity to deepen expertise in specific research methodologies (e.g., advanced quantitative analysis, generative AI research) or product domains.

• Cross-functional Influence: Develop stronger strategic partnerships with Product Management and Engineering leadership, contributing more broadly to product strategy and business outcomes.

• Mentorship & Training: Formalize mentorship of junior researchers and contribute to internal training programs on UX research best practices and tool utilization.

• Industry Engagement: Represent TOPdesk at industry conferences or contribute to publications on UX research and ResearchOps.

📝 Enhancement Note: The "Senior" title, coupled with responsibilities like ownership of research direction, synthesis of broad patterns, and mentoring, positions this role for significant career advancement within UX research or into product strategy leadership. The emphasis on "ResearchOps" also opens doors to operational roles focused on scaling research functions.

🌐 Work Environment

Office Type: The role is based in the Kaiserslautern office, with an option to work up to 50% remotely. This indicates a hybrid work environment that balances in-office collaboration with remote flexibility. The company culture is described as informal and collaborative.

Office Location(s): Kaiserslautern, Germany. The company also has offices in Delft (Netherlands) and Hungary, suggesting an international operational footprint and potential for collaboration with these locations.

Workspace Context:

• Collaborative Environment: The informal "du" culture and open, collaborative work environment foster easy interaction and knowledge sharing.

• Tools & Technology: Access to modern research tools, including AI-supported techniques, will be available to enhance research efficiency and effectiveness. Standard office productivity software and collaboration platforms will be utilized.

• Cross-functional Interaction: Frequent interaction with Product Managers, UX Designers, Engineers, and leadership across different geographies (Netherlands, Germany, Hungary) is expected, facilitating a rich exchange of perspectives and driving integrated product development.

Work Schedule: The position is full-time, with flexible working hours. This allows for adaptation to personal needs while ensuring consistent contribution to team projects and deadlines. The hybrid model further enhances flexibility.

📝 Enhancement Note: The hybrid model (up to 50% remote) is a significant aspect of the work environment, appealing to professionals seeking a balance between in-office collaboration and personal flexibility. The Kaiserslautern office serves as the primary base, but collaboration with international teams is a key component.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications, focusing on experience, qualifications, and alignment with the role's requirements.

• Hiring Manager Interview: A discussion with the hiring manager (Fabienne Even and/or Michelle Dhom) to assess overall fit, motivation, and understanding of UX research principles. Questions will likely cover research philosophy, experience with complex studies, and approach to mentoring.

• Portfolio Review & Presentation: Candidates will be asked to present their portfolio, showcasing key case studies. This is a critical stage where the ability to articulate research processes, insights, and impact will be evaluated. Expect questions on how research informed strategic decisions and influenced product direction.

• Cross-functional Interview(s): Interviews with Product Managers, UX Designers, or Engineers to assess collaboration style, communication skills, and ability to integrate research into product development workflows.

• Final Interview: Potentially a discussion with a more senior leader to finalize the decision, focusing on strategic thinking and long-term potential.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio around key projects that demonstrate your ability to own research direction, execute complex studies, synthesize insights, and drive product strategy.

• Storytelling: For each case study, clearly articulate the problem, your role and approach, the methodologies used, the key findings, and most importantly, the impact of your research on product decisions and business outcomes. Quantify impact where possible (e.g., improved conversion rates, reduced support tickets, increased user satisfaction).

• Strategic Focus: Emphasize how your research identified strategic opportunities or mitigated risks, aligning with the company's goals. Highlight your ability to translate findings into actionable recommendations for product teams and leadership.

• ResearchOps Contribution: If applicable, include examples of how you've improved research processes, standards, or efficiency within a team.

• Clarity & Conciseness: Be prepared to present your work clearly and concisely, focusing on the most critical aspects and outcomes.

Challenge Preparation:

• Research Design Scenario: You may be presented with a hypothetical product problem or scenario and asked to outline a research plan, including methodologies, key questions, and potential challenges.

• Insight Synthesis: You might be given a set of research findings (or asked to recall from your portfolio) and expected to synthesize them into overarching themes and strategic recommendations.

• Stakeholder Management: Be ready to discuss how you would handle conflicting stakeholder priorities or communicate challenging research findings to leadership.

• AI Integration: Prepare to discuss your experience with AI tools in research, your approach to using them responsibly, and how you evaluate their outputs.

📝 Enhancement Note: The portfolio review is paramount for this role. Candidates should prepare to not only present their work but also to discuss the strategic implications of their research and their contributions to the broader product development process and ResearchOps. The emphasis on AI tools suggests they might be asked about their experience and perspective on this emerging area.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Proficiency with various UX research tools for qualitative and quantitative data collection and analysis. This could include tools for user interviews (e.g., Zoom, Google Meet), usability testing (e.g., Lookback, UserTesting.com), surveys (e.g., SurveyMonkey, Typeform, Qualtrics), and card sorting/tree testing.

• Data Analysis Software: Experience with tools for analyzing qualitative data (e.g., Dovetail, NVivo) and quantitative data (e.g., Excel, SPSS, R, Python for statistical analysis).

• Collaboration Tools: Familiarity with tools used for remote collaboration and project management, such as Jira, Confluence, Slack, Microsoft Teams, and potentially Miro or Figma for collaborative ideation and design discussions.

• AI-Supported Research Tools: Experience or willingness to learn and apply AI tools for tasks like transcription analysis, thematic coding, sentiment analysis, or data synthesis to enhance research efficiency.

Analytics & Reporting:

• Product Analytics Tools: Familiarity with tools like Google Analytics, Mixpanel, Amplitude, or similar platforms to understand user behavior within the product and complement qualitative insights.

• BI/Dashboarding Tools: Experience with tools like Tableau, Power BI, or Looker for visualizing research data and creating reports that communicate findings effectively to stakeholders.

CRM & Automation:

• CRM Systems: While not directly a CRM role, understanding how CRM data (e.g., Salesforce, HubSpot) can inform user segmentation and research targeting is beneficial.

• Workflow Automation: Awareness of how research insights can feed into process automation efforts within product development or customer success.

📝 Enhancement Note: The mention of "AI-supported research techniques" is a key differentiator. Candidates should be prepared to discuss their experience, approach, and critical evaluation of these tools. Proficiency in synthesizing data from various sources (user research, product analytics, CRM) will be highly valued.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user, ensuring their needs and pain points are central to product development.

• Data-Driven Decision-Making: A strong emphasis on using robust evidence from research and analytics to inform strategic decisions and product direction.

• Collaboration & Transparency: Fostering an open environment where ideas are shared freely, feedback is constructive, and cross-functional teams work cohesively towards common goals.

• Continuous Improvement: A proactive mindset towards refining research methodologies, improving operational efficiency (ResearchOps), and embracing new techniques and technologies.

• Impact Orientation: A focus on ensuring research efforts translate into tangible product improvements and business outcomes.

Collaboration Style:

• Cross-functional Integration: Proactively partnering with Product Management, UX Design, Engineering, and other stakeholders to ensure research is embedded throughout the product development lifecycle.

• Process Review & Feedback: Encouraging a culture of continuous feedback, where research processes and outputs are regularly reviewed and improved collaboratively.

• Knowledge Sharing: Actively sharing research findings, insights, and best practices across teams and the wider organization to build collective understanding and expertise.

• Empathetic Communication: Communicating findings and recommendations in a way that resonates with different stakeholders, building empathy for the user and fostering alignment.

📝 Enhancement Note: The emphasis on user-centricity, data-driven decisions, and continuous improvement aligns well with typical operations values focused on efficiency, effectiveness, and measurable outcomes. The collaborative style is crucial for a role that bridges product development and strategic decision-making.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Insights into Action: A common challenge is ensuring that research findings are not just reported but actively understood and acted upon by product teams and leadership, especially when facing competing priorities or entrenched opinions.

• Balancing Depth and Breadth: As a Senior Researcher working across multiple product domains, balancing the need for deep, focused research with the requirement to provide broader strategic insights can be demanding.

• Navigating Stakeholder Priorities: Effectively managing expectations and aligning research efforts with diverse stakeholder needs and timelines requires strong negotiation and communication skills.

• Integrating New Technologies: Responsibly evaluating and integrating emerging technologies like AI into research workflows while maintaining ethical standards and research quality requires careful consideration and continuous learning.

• Scaling Research Operations: Contributing to the improvement and scaling of research practices and ResearchOps can be challenging in a growing international organization.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to deepen expertise in specialized research techniques, such as advanced statistical analysis, causal inference, or mixed-methods research design.

• AI in Research: Dedicated time and resources to explore, experiment with, and master AI-powered research tools and techniques.

• Leadership Development: Training and mentorship in areas like team leadership, research strategy, and influencing organizational change.

• Industry Engagement: Support for attending conferences (e.g., UXPA, CHI), workshops, and obtaining certifications (e.g., NN/g, CPUX) to stay at the forefront of UX research practices.

• Cross-functional Learning: Opportunities to learn more about product management, engineering processes, and business strategy to enhance the strategic impact of research.

📝 Enhancement Note: The challenges highlight the strategic and operational complexities of a senior research role, emphasizing the need for strong influencing and problem-solving skills. The growth opportunities are well-aligned with advancing a career in UX research, leadership, or product strategy.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you identified a critical knowledge gap and translated it into a research study that significantly influenced product strategy." (Focus on ownership, strategic thinking, and impact.)

• "How do you approach synthesizing insights across multiple qualitative and quantitative studies to identify broader patterns and strategic opportunities?" (Demonstrate your analytical rigor and ability to see the big picture.)

• "Walk me through a complex research project you led involving multiple stakeholders. How did you manage competing priorities and ensure your findings were actionable?" (Highlight stakeholder management, communication, and influence.)

• "What is your philosophy on integrating AI tools into UX research? How do you ensure research quality and ethical considerations are maintained?" (Showcase your awareness of emerging tech and critical evaluation skills.)

• "How have you contributed to improving research practices or mentoring junior researchers in previous roles?" (Emphasize your commitment to team development and ResearchOps.) Company & Culture Questions:

• "What interests you about TOPdesk and our service management software?" (Research the company's mission, products, and target audience.)

• "How do you see UX research contributing to a company like TOPdesk, which operates in the B2B software space?" (Connect your skills to the company's industry and business model.)

• "Describe your ideal collaborative environment. How do you build relationships with Product Managers, Designers, and Engineers?" (Align with the company's collaborative culture.)

• "How do you ensure your research aligns with business objectives and contributes to measurable outcomes?" (Demonstrate a results-oriented mindset.) Portfolio Presentation Strategy:

• Start with the 'Why': Begin each case study by clearly stating the business problem or user need that initiated the research.

• Highlight Your Role & Process: Detail your specific contributions, the methodologies chosen and why, and the rigor of your execution.

• Focus on Insights & Impact: Spend the most time discussing the key findings and, crucially, the actionable recommendations and the impact they had on the product or business. Use data and metrics to support your claims of impact.

• Showcase Strategic Thinking: Explain how your research helped shape the product roadmap, identified new opportunities, or mitigated risks.

• Be Prepared for Deep Dives: Anticipate questions about specific methodological choices, data interpretation, and how you handled challenges or unexpected findings.

• Practice Your Narrative: Rehearse your presentation to ensure it flows logically, is concise, and effectively communicates your value.

📝 Enhancement Note: The interview preparation focuses on demonstrating strategic thinking, impact, and collaborative capabilities, which are key for a senior operations-aligned role. Candidates should be ready to articulate their approach to ResearchOps and their understanding of how UX research drives business outcomes in a B2B software context.

📌 Application Steps

To apply for this Senior UX Researcher position:

• Submit your comprehensive application through the provided application link on SmartRecruiters.

• Portfolio Customization: Tailor your resume and cover letter to highlight your 5+ years of UX research experience, focusing on complex end-to-end studies, strategic impact, and any contributions to ResearchOps.

• Resume Optimization: Ensure your resume clearly showcases your proficiency in both qualitative and quantitative research methods, your experience in synthesizing data, and your ability to mentor. Quantify achievements wherever possible.

• Portfolio Preparation: Curate your portfolio to include 2-3 strong case studies that demonstrate your ability to lead research direction, influence product strategy, and drive measurable outcomes. Prepare a concise presentation that emphasizes insights and impact.

• Company Research: Thoroughly research TOPdesk, its service management software, its market position, and its company culture. Understand their user base and common challenges in the B2B software sector.

⚠️ 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.