Senior UX Researcher

📍 Job Overview

Job Title: Senior UX Researcher

Company: TOPdesk

Location: Delft, South Holland, Netherlands

Job Type: Full-time

Category: UX Research / Product Operations

Date Posted: 2026-09-16

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Lead strategic research direction across one or more product domains, identifying critical knowledge gaps and translating them into actionable study plans.

• Independently design and execute complex qualitative and quantitative research studies to deeply understand user behaviors, needs, and pain points, informing pre-solution definition.

• Synthesize insights from multiple studies and data sources to identify broader patterns and strategic product opportunities that drive business growth.

• Provide clear, evidence-based recommendations to product teams and leadership, facilitating confident decision-making and understanding of trade-offs.

📝 Enhancement Note: This role is positioned as a Senior UX Researcher, implying a significant level of autonomy and strategic input. The focus on "ownership of research direction," "complex qualitative and quantitative research independently," and "synthesis of insights across multiple studies" suggests a role that goes beyond tactical execution to strategic influence within product development. The emphasis on mentoring and improving research practices also points to a leadership-adjacent function within the UX Research discipline.

📈 Primary Responsibilities

• Define and own the research roadmap for designated product areas, proactively identifying key user insights needed for strategic product development and innovation.

• Plan, design, and conduct end-to-end user research studies using a variety of methodologies (qualitative and quantitative) to uncover user needs, motivations, and pain points.

• Analyze and synthesize research data from multiple sources to identify overarching themes, user archetypes, and strategic product opportunities, translating raw data into compelling narratives.

• Communicate research findings and actionable recommendations clearly and persuasively to cross-functional teams, including Product Managers, UX Designers, Engineers, and leadership, influencing product strategy and roadmap decisions.

• Collaborate closely with Product Management and UX Design to ensure research directly addresses critical business questions and informs user-centered design solutions.

• Provide mentorship and guidance to junior UX researchers, reviewing their work and contributing to the development of their research skills and methodologies.

• Contribute to the continuous improvement of research practices, standards, and tools within the organization, including the development and implementation of ResearchOps initiatives.

• Evaluate, experiment with, and responsibly apply new research methodologies, including AI-supported techniques, to enhance research efficiency and effectiveness.

• Actively engage with stakeholders across the organization to evangelize user-centered design principles and build research maturity.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on research execution, and team development. The emphasis on "ownership of research direction," "complex research independently," "synthesis of insights," and "bringing clarity to decisions" indicates a senior individual contributor role with significant strategic impact. The inclusion of "feedback to junior researchers" and "improvement of research practices" suggests a mentorship and process improvement component.

🎓 Skills & Qualifications

Education:

• Bachelor's, Master's, or Ph.D. degree in Human-Computer Interaction, Psychology, Human Factors, Cognitive Science, Social Sciences, Anthropology, Design, or a closely related field.

• Equivalent practical UX research experience will also be considered. Experience:

• A minimum of 5 years of professional experience in UX research, with a proven track record in a mid-level to senior capacity.

• Demonstrated success in planning and leading complex, end-to-end UX research studies involving multiple stakeholders or user groups.

• Experience in mentoring junior researchers or actively contributing to the improvement of shared research practices and workflows. Required Skills:

• Expertise in designing and executing a wide range of qualitative research methods (e.g., user interviews, usability testing, ethnographic studies, diary studies).

• Proficiency in quantitative research methods (e.g., surveys, A/B testing, analytics analysis, statistical analysis).

• Strong ability to synthesize findings from diverse research studies and data sources to identify overarching patterns and strategic product opportunities.

• Excellent communication and presentation skills, with the ability to articulate research findings clearly and persuasively to various audiences, from direct teams to executive leadership.

• Proven ability to translate complex research insights into clear, actionable recommendations that drive product strategy and decision-making.

• Familiarity with user-centered design principles and product development lifecycles.

• Fluency in English (C1 level) for effective cross-team communication. Preferred Skills:

• Fluency (C1 level) in German or Dutch to facilitate effective collaboration within the Netherlands, Germany, and Hungary.

• Experience integrating and critically evaluating AI tools and AI-supported research techniques within research workflows.

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

• Experience working in a B2B software or service management environment.

📝 Enhancement Note: The requirements emphasize a strong foundation in both qualitative and quantitative research methodologies, coupled with strategic thinking and the ability to influence product direction. The explicit mention of mentoring and improving research practices points to a senior individual contributor role with leadership potential. The preference for German or Dutch fluency highlights the international nature of the product teams and the need for cross-cultural collaboration.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstration of end-to-end research projects, showcasing the ability to identify research questions, design studies, execute them independently, and synthesize findings.

• Case studies that clearly articulate the user problem, the research methodology employed, the key insights generated, and the impact of those insights on product decisions and outcomes.

• Examples of how complex qualitative and quantitative data were synthesized to reveal broader patterns and inform strategic product opportunities.

• Evidence of translating research findings into clear, actionable recommendations that directly influenced product direction or leadership decisions. Process Documentation:

• Examples of research plans and study designs for complex research challenges involving multiple stakeholders or user groups.

• Documentation illustrating the process of synthesizing insights across multiple studies and data sources to identify strategic product opportunities.

• Case studies showing how research findings were communicated to teams and leadership to bring clarity to decisions and ensure confident action based on evidence.

• Demonstration of how research findings were used to navigate competing stakeholder priorities and align research across product domains.

📝 Enhancement Note: A strong portfolio is critical for this role, as it will serve as the primary evidence of the candidate's ability to independently lead complex research initiatives and drive strategic impact. The emphasis should be on demonstrating a full research lifecycle, from problem definition to actionable recommendations, with a focus on synthesis and strategic influence.

💵 Compensation & Benefits

Salary Range:

• The provided salary range is EUR 4,500 - EUR 5,500 per month. This equates to an annual salary range of EUR 54,000 - EUR 66,000. Benefits:

• "10 to Grow" Program: A unique benefit offering 10% of your gross full-time salary and 10% of your contractual working time dedicated to personal development. This allows for flexible learning and skill enhancement.

• Volunteer Work Allowance: 2.5% of your working time is allocated for volunteer activities, supporting social responsibility initiatives.

• International Growth: Opportunity to contribute to an international, growing software company with a significant customer base.

• Best Employer Recognition: Employment at one of the "best employers in the Netherlands."

• Inclusive Culture: Commitment to diversity, inclusivity, and social responsibility.

Working Hours:

• The role is full-time. Based on the "10% of contractual working time" for personal development and the mention of 2.5% for volunteer work, it suggests a standard 40-hour work week with built-in flexibility for development and community engagement.

📝 Enhancement Note: The salary range of EUR 4,500 - EUR 5,500 per month (EUR 54,000 - EUR 66,000 annually) is competitive for a Senior UX Researcher in Delft, Netherlands, considering the experience level and the company's standing. The "10 to Grow" program is a significant and distinguishing benefit, offering substantial resources for professional development, which is highly attractive to senior-level candidates focused on continuous learning. Research indicates that for a Senior UX Researcher in Delft with 5-10 years of experience, this salary range aligns with market benchmarks, especially for established tech companies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology / Software (Service Management)

Company Size: 700 employees globally, operating in 8 countries. This size indicates a well-established, international organization with structured processes but still agile enough for individual impact. For operations professionals, this means opportunities to work within a defined framework while also contributing to process improvements and potentially influencing operational strategies across departments.

Founded: TOPdesk was founded in 1993. This long history suggests stability, a deep understanding of its market, and a mature operational foundation. It also implies a company that has evolved and adapted over time, likely with established best practices in place.

Team Structure:

• The UX Research team is part of a broader Product Development or Design organization. The Senior UX Researcher will work across multiple product areas, partnering with UX Designers, Product Managers, and Engineers.

• They will collaborate with other UX Researchers, contributing to a shared research practice, indicating a collaborative and knowledge-sharing environment within the UX function.

• The role involves working with international teams (Netherlands, Germany, Hungary), suggesting a distributed team structure and the need for strong remote collaboration skills and cross-cultural awareness.

• Reporting lines are not explicitly stated but are likely to a Head of UX, Director of Product, or similar leadership role. Methodology:

• Data-Driven Decision Making: The core of the role is to drive decisions grounded in "strong evidence" and a "clear reading of the trade-offs," emphasizing a data-centric and analytical approach to product development.

• User-Centricity: A fundamental principle is ensuring user insight "drives strategic and discovery decisions," placing the user at the heart of the product lifecycle.

• Continuous Improvement: The role explicitly includes "Improvement of research practices, standards, and ResearchOps activities," indicating a culture that values iterative enhancement of operational processes.

• Cross-functional Collaboration: Close partnership with UX Designers, Product Managers, and Engineers is essential, highlighting a collaborative and integrated approach to product development.

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

📝 Enhancement Note: TOPdesk's industry in service management software, combined with its international presence and long history, suggests a company with a solid operational foundation and a commitment to user satisfaction. The emphasis on data-driven decision-making and user-centricity within the UX team aligns with modern product development practices, offering operations professionals a chance to contribute to a well-established yet evolving organization.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as Senior UX Researcher. It signifies an experienced professional who is expected to operate with a high degree of autonomy, lead complex projects, and contribute to the strategic direction of research within product domains. This level typically involves mentorship of more junior team members and a proactive role in shaping team processes and methodologies. It's a critical individual contributor role that can serve as a stepping stone to Lead UX Researcher, Research Manager, or specialized areas within product strategy.

Reporting Structure: The Senior UX Researcher will partner with UX Designers, Product Managers, and Engineers, and likely report to a UX Research Lead, Manager, or Director of Product. Collaboration is key, with regular engagement expected with stakeholders across product, design, and leadership. This structure emphasizes cross-functional teamwork and the need for strong communication skills to navigate different departmental priorities.

Operations Impact: The impact of this role is significant, directly influencing product strategy and development by ensuring decisions are grounded in robust user insights. By translating user needs and pain points into actionable recommendations, the Senior UX Researcher helps the company build products that better serve its customers, leading to increased customer satisfaction, retention, and ultimately, revenue growth. The role also contributes to operational efficiency by improving research practices and potentially identifying opportunities for automation in the research process.

Growth Opportunities:

• Leadership Development: Opportunities to mentor junior researchers, lead research initiatives, and contribute to the strategic direction of the UX research practice, paving the way for potential leadership roles (e.g., Lead UX Researcher, Research Manager).

• Skill Specialization: Deepen expertise in specific research methodologies (qualitative, quantitative, mixed-methods) or specialize in areas like AI-supported research techniques, service design, or strategic product discovery.

• Cross-functional Expertise: Gain deeper understanding and experience working with product management, engineering, and design teams across different international locations, enhancing cross-cultural and cross-functional collaboration skills.

• ResearchOps Advancement: Contribute to and lead initiatives that improve the efficiency, scalability, and impact of research operations within the organization.

• "10 to Grow" Program: A direct pathway for personal and professional development, allowing for exploration of new skills, certifications, or advanced training relevant to UX research and product strategy.

📝 Enhancement Note: The Senior UX Researcher position offers a clear path for growth, both in terms of leadership within the research function and specialization in advanced research techniques. The "10 to Grow" program is a significant advantage, providing dedicated resources and time for career development, making it an attractive role for ambitious professionals.

🌐 Work Environment

Office Type: The role is based in the TOPdesk office in Delft, Netherlands, indicating an on-site work arrangement. This suggests a traditional office environment conducive to in-person collaboration, team meetings, and direct interaction with colleagues.

Office Location(s): Delft, South Holland, Netherlands. This location offers a blend of historical charm and modern technological development, with good transport links within the Netherlands and to other European hubs.

Workspace Context:

• Collaborative Environment: The emphasis on partnering with UX Designers, Product Managers, and Engineers suggests a highly collaborative workspace where teams work closely together on product development initiatives.

• International Team Interaction: Working with colleagues from the Netherlands, Germany, and Hungary implies opportunities for cross-cultural interaction, potentially through hybrid meetings or planned international team gatherings.

• Tools and Technology: While not explicitly detailed, a company like TOPdesk, focused on service management software, would likely provide access to modern collaboration tools, research software, and necessary hardware to support UX research activities.

• Focus on Research: As a Senior UX Researcher, the workspace will likely support focused work for study design and analysis, alongside spaces for team discussions and presentations.

Work Schedule: The role is full-time, with the "10 to Grow" program indicating a standard work week that allows for dedicated time for personal development, suggesting a structured yet flexible approach to work hours.

📝 Enhancement Note: The on-site requirement in Delft suggests a preference for in-person collaboration, which can be beneficial for team cohesion and spontaneous idea generation. The international aspect of the teams means that while the primary work location is Delft, there will be engagement with remote colleagues, requiring proficiency in hybrid collaboration tools and practices.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a brief call with HR or a recruiter to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A more in-depth discussion with the hiring manager (e.g., UX Research Lead/Manager) to explore experience, research philosophy, problem-solving skills, and understanding of the role's strategic impact.

• Portfolio Presentation & Case Study: A critical stage where candidates present their portfolio, showcasing 1-2 key research projects. This will involve detailing the problem, methodology, insights, and impact. Expect questions about trade-offs, challenges, and how they'd approach similar problems at TOPdesk.

• Team/Cross-functional Interviews: Meetings with potential peers (other UX Researchers, UX Designers, Product Managers) to assess collaboration style, communication, and technical depth. Questions may focus on how they integrate research into product development workflows.

• Final Interview: Potentially with a senior leader (e.g., Head of Product, VP of Engineering) to evaluate strategic thinking, leadership potential, and overall alignment with company culture and goals.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your senior-level capabilities: independent leadership, complex research design, strong synthesis, and demonstrable impact. Prioritize projects that align with B2B software or service management if possible.

• Structure for Impact: For each project, clearly articulate the business/user problem, your specific role and contributions, the research questions, methodology (why you chose it), key findings, actionable recommendations, and the resulting impact or outcomes. Use visuals to support your narrative.

• Highlight Synthesis: Emphasize how you synthesized findings from multiple data points or studies to identify broader strategic opportunities, rather than just reporting on individual study results.

• Demonstrate Mentorship: If applicable, include a project where you mentored a junior researcher or contributed to improving research processes, highlighting your leadership potential.

• Be Prepared for Deep Dives: Anticipate detailed questions about your methodology choices, how you handled conflicting stakeholder priorities, challenges encountered, and how you would apply learnings to TOPdesk's context.

Challenge Preparation:

• Problem-Solving Exercise: Be ready for a hypothetical research challenge related to TOPdesk's service management software. This could involve identifying user needs for a new feature or understanding pain points in an existing workflow. Focus on outlining your approach, including potential research questions and methodologies.

• Strategic Thinking: Prepare to discuss how you would prioritize research efforts within a product domain, considering business goals and resource constraints.

• AI Integration: Given the mention of AI in research, be prepared to discuss your experience or perspective on using AI tools responsibly and effectively in UX research.

📝 Enhancement Note: The interview process appears to be thorough, with a strong emphasis on evaluating practical research skills through the portfolio presentation. Candidates should prepare to demonstrate not only their technical expertise but also their strategic thinking, collaboration abilities, and potential for leadership within the research function.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Proficiency with various qualitative and quantitative research tools. This could include survey platforms (e.g., SurveyMonkey, Qualtrics), usability testing tools (e.g., UserTesting.com, Lookback), interview and moderation tools (e.g., Zoom, Google Meet), and potentially specialized ethnography or diary study platforms.

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

• Prototyping & Design Tools: Familiarity with design tools used by UX Designers (e.g., Figma, Sketch, Adobe XD) is beneficial for understanding the design context and collaborating effectively.

• Collaboration Suites: Proficiency with tools like Microsoft Teams, Slack, Google Workspace for day-to-day communication and collaboration with international teams.

Analytics & Reporting:

• Web/Product Analytics: Experience with tools like Google Analytics, Mixpanel, Amplitude, or similar platforms to understand user behavior and track product adoption metrics.

• BI/Dashboard Tools: Familiarity with tools like Tableau, Power BI, or Looker for visualizing research insights and performance data for stakeholders.

CRM & Automation:

• CRM Systems: While not directly managing CRM, understanding how user data is managed in systems like Salesforce or TOPdesk's own service management platform is helpful for context.

• Workflow Automation: Awareness of how research findings can feed into automated workflows or product improvement cycles.

📝 Enhancement Note: While specific tool names are not provided, the role demands a broad understanding of the UX research toolkit. Candidates should be prepared to discuss their experience with standard qualitative and quantitative research platforms, data analysis software, and collaboration tools, particularly those used in international, distributed teams. The mention of AI-supported research techniques suggests an openness to exploring and utilizing emerging technologies.

👥 Team Culture & Values

Operations Values:

• User-Centricity & Empathy: A deep understanding and advocacy for user needs, ensuring that product decisions are consistently informed by user behavior, motivations, and pain points. This translates to a culture that prioritizes user feedback and validation.

• Data-Driven & Evidence-Based: A strong reliance on research findings and data to guide decisions, fostering an environment where opinions are supported by evidence, and strategic choices are made with confidence.

• Collaboration & Cross-functional Partnership: A commitment to working effectively with diverse teams (Product, Design, Engineering), valuing open communication, shared ownership, and collective problem-solving.

• Continuous Improvement & Agility: A proactive approach to refining processes, methodologies, and tools to enhance efficiency, quality, and impact, embracing iterative development and learning.

• Integrity & Responsibility: A focus on conducting research ethically, using AI responsibly, and ensuring that findings are communicated accurately and with a clear understanding of potential trade-offs.

Collaboration Style:

• Integrated Teamwork: The role requires close integration with Product Managers and UX Designers, working collaboratively from discovery through definition phases. This implies a shared understanding of research goals and a joint effort to translate insights into product features.

• Open Communication & Feedback: An environment where constructive feedback is regularly exchanged, both for reviewing work (e.g., feedback to junior researchers) and for refining research processes.

• Knowledge Sharing: A culture that encourages sharing research findings, best practices, and learnings across teams and potentially across the organization to build collective intelligence and research maturity.

• Strategic Alignment: Working closely with leadership to ensure research efforts are aligned with broader business objectives and strategic priorities, requiring effective communication of research value and impact.

📝 Enhancement Note: The culture at TOPdesk, as inferred from the role description, emphasizes a user-focused, data-informed, and collaborative approach to product development. Senior researchers are expected to embody these values, driving strategic impact through rigorous research and effective teamwork.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Competing Priorities: Balancing the needs and requests of multiple product teams and stakeholders, each with their own objectives and timelines, requires strong negotiation and prioritization skills.

• Translating Insights into Action: The challenge of ensuring research findings are not just delivered but are understood, adopted, and acted upon by product teams and leadership, especially when recommendations might challenge existing assumptions or plans.

• Integrating AI Responsibly: Evaluating and applying new AI-supported research techniques effectively and ethically, ensuring they enhance, rather than detract from, research quality and user understanding.

• Driving Research Maturity: Contributing to the organizational growth of research practices, potentially requiring evangelizing UX research principles and demonstrating its value to teams less familiar with its impact.

• International Collaboration: Effectively collaborating with geographically dispersed teams in different time zones and cultural contexts, requiring strong communication and adaptability.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to explore and master cutting-edge qualitative and quantitative research techniques, including mixed-methods approaches and AI-driven insights.

• Strategic Product Discovery: Deepen expertise in identifying strategic product opportunities through research, contributing to long-term product vision and roadmap planning.

• Leadership and Mentorship: Develop leadership skills by mentoring junior researchers, leading research initiatives, and potentially influencing the direction of the UX research practice.

• Cross-Functional Acumen: Enhance understanding of product management, engineering, and design processes by working closely with these functions across different product domains.

• "10 to Grow" Program: Dedicated time and budget for personal development, allowing for certifications, courses, conferences, or self-directed learning in areas aligned with career aspirations.

📝 Enhancement Note: This role presents a significant opportunity for growth for experienced UX researchers. The challenges are typical of senior roles in dynamic tech environments, offering valuable experience in stakeholder management, strategic influence, and process improvement. The dedicated development program is a key differentiator for talent seeking continuous learning.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you identified a critical knowledge gap in a product domain and how you translated that into a successful research study. What was the outcome?" (Focus on proactive identification, study design, and impact.)

• "How do you approach synthesizing insights from multiple, potentially conflicting, research studies to identify broader strategic product opportunities?" (Highlight your synthesis process, pattern recognition, and ability to see the bigger picture.)

• "Walk us through a complex research challenge you independently led. What were the trade-offs you had to consider, and how did you ensure your recommendations were grounded in strong evidence for leadership?" (Emphasize autonomy, decision-making, and evidence-based communication.)

• "How do you mentor junior researchers? Describe a situation where you provided feedback that significantly improved their work or research practice." (Showcase leadership potential and commitment to team development.) Company & Culture Questions:

• "What interests you about TOPdesk and our service management software? How do you see UX research contributing to our business goals?" (Research TOPdesk's mission, values, and product. Connect your skills to their context.)

• "How would you approach building research maturity within a product team that may not have extensive experience with UX research?" (Demonstrate your ability to evangelize research and collaborate effectively.)

• "Describe your experience integrating AI tools into research workflows. What are the benefits and potential pitfalls you've encountered or foresee?" (Showcase your awareness and critical approach to new technologies.) Portfolio Presentation Strategy:

• Storytelling is Key: Structure your portfolio presentation as compelling narratives. For each case study, clearly define the "hero" (the user or problem), the "quest" (your research process), the "obstacles" (challenges faced), and the "resolution" (insights and impact).

• Quantify Impact: Whenever possible, use metrics to demonstrate the impact of your research. This could be in terms of improved usability scores, increased conversion rates, reduced support tickets, or successful feature adoption.

• Show, Don't Just Tell: Use visuals – screenshots of prototypes, key data visualizations, user quotes, or even short video clips (if appropriate) – to make your findings more tangible and memorable.

• Be Ready for "What If" Scenarios: Anticipate questions about how you would handle similar situations at TOPdesk, or how you would adapt your approach based on their specific product context and constraints.

• Highlight Collaboration: Emphasize how you partnered with other roles (PMs, Designers, Engineers) throughout the research process and how you communicated findings to ensure buy-in and action.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, leadership potential, and a strong understanding of how research drives business value. The portfolio presentation is the cornerstone of the interview process, so candidates should invest significant time in crafting a clear, impactful, and well-rehearsed narrative.

📌 Application Steps

To apply for this Senior UX Researcher position:

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

• Tailor your Resume: Highlight your 5+ years of UX research experience, focusing on end-to-end study ownership, complex qualitative and quantitative methods, and strategic impact. Use keywords from the job description such as "UX Research," "Qualitative Research," "Quantitative Research," "User Insights," "Product Strategy," and "Stakeholder Management."

• Prepare Your Portfolio: Curate 2-3 of your most impactful UX research projects. Ensure each case study clearly outlines the problem, your role, methodology, key insights, actionable recommendations, and demonstrable impact. Be ready to present this virtually or in-person.

• Research TOPdesk: Familiarize yourself with TOPdesk's service management software, company values, and recent news. Understand their user base and industry challenges to better tailor your responses and demonstrate genuine interest.

• Practice Interview Questions: Rehearse answers to common UX research interview questions, focusing on behavioral examples that showcase your senior-level capabilities, problem-solving skills, and leadership potential, especially concerning strategic influence and team collaboration.

⚠️ 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.