UX Researcher

📍 Job Overview

Job Title: UX Researcher

Company: TOPdesk

Location: Delft, South Holland, Netherlands

Job Type: Full-time

Category: UX Research / Product Development Operations

Date Posted: September 16, 2026

Experience Level: 2-5 years

Remote Status: On-site

🚀 Role Summary

• Conduct end-to-end qualitative and quantitative UX research studies to uncover user behaviors, needs, and pain points.

• Collaborate closely with UX Designers, Product Managers, and Engineers to inform product strategy and feature development, particularly for AI-powered features.

• Contribute to and maintain a robust research practice, including documentation, participant recruitment, and tooling.

• Drive the discovery and validation phases of product development to ensure user-centricity and product-market fit.

• Support and guide other team members in conducting lightweight research activities.

📝 Enhancement Note: This role is positioned within Product Development Operations, focusing on the research and insights crucial for building and iterating on software products. The emphasis on AI-powered features suggests a forward-looking product strategy.

📈 Primary Responsibilities

• Plan and execute end-to-end qualitative and quantitative research studies, including user interviews, usability tests, and surveys, to understand user behaviors, needs, and pain points across various product areas.

• Select and apply appropriate research methodologies to effectively address specific research questions, ensuring data validity and actionable insights.

• Partner with Product Managers and UX Designers throughout the product development lifecycle, from generative research and problem framing to evaluative testing and turning findings into product decisions.

• Manage participant recruitment, moderate research sessions, and perform rigorous data analysis to synthesize clear, actionable findings.

• Present research findings effectively and concisely to cross-functional teams, including Product Managers, UX Designers, and Engineering, to drive informed decision-making.

• Maintain comprehensive research documentation and contribute to a centralized research repository, ensuring knowledge sharing and accessibility.

• Actively contribute to ResearchOps by improving participant recruitment processes, evaluating and implementing research tooling, establishing documentation standards, and developing templates (e.g., scripts, consent forms).

• Provide guidance and support for lightweight research initiatives undertaken by Product Managers and Designers, ensuring adherence to best practices and ethical standards.

📝 Enhancement Note: The responsibilities highlight a blend of direct research execution and operational support for the broader research practice. The focus on ResearchOps indicates a maturing research function that values efficiency, standardization, and scalability.

🎓 Skills & Qualifications

Education:

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

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

• Minimum of 2 years of professional experience in UX research.

• Proven experience in successfully planning and conducting end-to-end UX research studies using a variety of qualitative and quantitative methods.

• Experience collaborating effectively with Product Managers and Designers to embed research into team workflows.

• Demonstrated ability to organize research activities, making them repeatable, well-documented, and efficient. Required Skills:

• Expertise in planning and executing end-to-end qualitative and quantitative research studies.

• Proficient in selecting and applying appropriate research methods for diverse research questions.

• Strong collaboration skills, with experience partnering with Product Managers and Designers.

• Excellent organizational skills with a focus on research process improvement and documentation.

• Proficiency in using AI tools to support research workflows (e.g., transcription, synthesis), with a critical approach to verifying AI-generated outputs.

• Clear and concise communication skills, with the ability to present findings effectively to technical and non-technical stakeholders.

• Proactive mindset with a drive for continuous improvement in research practices.

• Fluent (C1 level) in English. Preferred Skills:

• Foundational UX research training or certification (e.g., Nielsen Norman Group (NN/g), UXPA, or CPUX).

• Fluency (C1 level) in German or Dutch.

📝 Enhancement Note: The requirement for AI tool proficiency emphasizes the role's engagement with modern research technologies. The strong preference for German or Dutch indicates a need for localized research support within specific markets.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable examples of end-to-end research projects, showcasing the full lifecycle from planning to impact.

• Case studies detailing the research questions, methodologies employed, and key findings.

• Evidence of how research insights directly influenced product decisions and led to measurable improvements.

• Documentation showcasing research planning, participant recruitment strategies, and data analysis methods.

• Examples of how research findings were communicated and presented to cross-functional teams. Process Documentation:

• Examples of research plans, including objectives, scope, timelines, and participant profiles.

• Documentation of research protocols, including interview guides, usability test scripts, and survey questionnaires.

• Artifacts demonstrating data synthesis and analysis, such as affinity maps, journey maps, or summary reports.

• Templates or examples of research repository entries, ensuring consistency and usability.

• Contributions to or development of standardized research processes, workflows, or templates.

📝 Enhancement Note: A strong portfolio is crucial for this role to demonstrate practical application of research skills and the ability to translate findings into tangible product improvements. The emphasis on process and documentation highlights the ResearchOps aspect.

💵 Compensation & Benefits

Salary Range:

• The provided salary range is EUR 3,750 - EUR 4,250 per month.

• This translates to an annual salary of EUR 45,000 - EUR 51,000.

• This range is competitive for an on-site UX Researcher with 2-5 years of experience in the Delft region of the Netherlands, considering cost of living and industry benchmarks. Benefits:

• 10 to Grow program: 10% of gross full-time salary and 10% of contractual working time dedicated to personal development.

• 2.5% of working time allocated for volunteer work.

• Contribution to an international, growing company.

• Opportunity to work for one of the best employers in the Netherlands.

• Emphasis on diversity, inclusivity, and social responsibility. Working Hours:

• Standard full-time working hours are 40 hours per week.

• The "10 to Grow" program offers dedicated paid time for personal development, suggesting a flexible approach to learning and growth.

📝 Enhancement Note: The salary range is specific and monthly, which is common in the Netherlands. The "10 to Grow" program is a significant benefit, offering both financial and time resources for professional development, directly aligning with the role's emphasis on continuous learning and research practice improvement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software Development / Service Management (ITSM)

Company Size: 700 employees globally, operating in 8 countries. This mid-to-large size suggests a stable company with established processes but still offers opportunities for individual impact and growth within the operations and product teams.

Founded: TOPdesk was founded to provide service management solutions, indicating a history of customer-centricity and problem-solving in the B2B software space. This foundation likely influences the company's approach to product development and user experience.

Team Structure:

• The UX Researcher will be part of a global UX team, with collaboration spanning the Netherlands, Germany, and Hungary.

• Close partnership with UX Designers, Product Managers, and Engineers is expected, highlighting a cross-functional, agile product development environment.

• The role involves working with other UX Researchers, contributing to a shared research practice and community of practice. Methodology:

• The role emphasizes a user-centric approach to product development, driven by qualitative and quantitative research.

• A strong focus on ResearchOps suggests a commitment to efficient, scalable, and well-documented research processes.

• The integration of AI tools in research workflows points to an embrace of modern technological advancements.

• The company values diversity, inclusivity, and social responsibility, likely fostering a collaborative and ethical work environment.

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

📝 Enhancement Note: TOPdesk's focus on service management and its international presence suggest a product that requires deep understanding of user workflows and operational efficiency. The company's culture seems to prioritize employee development and social impact.

📈 Career & Growth Analysis

Operations Career Level: This UX Researcher role is positioned as an individual contributor with 2-5 years of experience. It requires a solid foundation in research methodologies and the ability to work independently on research projects while also contributing to the operational aspects of the research function. It's a mid-level role with potential for specialization or leadership within the UX research domain.

Reporting Structure: While not explicitly stated, the UX Researcher will likely report to a lead UX researcher, UX manager, or a product development lead. Collaboration is expected across product teams and with other researchers, indicating a matrixed or functional reporting structure common in product organizations.

Operations Impact: The UX Researcher directly impacts product strategy and development by providing critical user insights. Their work ensures that the next generation of ITSM platforms are user-friendly, effective, and meet the evolving needs of customers, particularly with the integration of AI. This role is pivotal in reducing product development risk and maximizing user adoption and satisfaction.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies, AI-driven research, or particular product areas within ITSM.

• ResearchOps Leadership: Take on more responsibility for managing and scaling the research practice, tooling, and operational efficiency.

• Mentorship: Mentor junior researchers or guide Product Managers and Designers in conducting user research.

• Cross-functional Leadership: Lead research initiatives for major product launches or strategic product shifts.

• International Exposure: Work with diverse teams across different countries, gaining exposure to varied market needs and research contexts.

📝 Enhancement Note: The "10 to Grow" program is a significant factor for career growth, explicitly allocating time and resources for personal development. This role offers a clear path for developing both research expertise and operational leadership within a UX context.

🌐 Work Environment

Office Type: The role is on-site in Delft, Netherlands. This suggests a traditional office environment where in-person collaboration is valued.

Office Location(s): Delft, South Holland, Netherlands. This location is known for its historical significance and vibrant academic community, offering a good quality of life.

Workspace Context:

• The environment is described as international, with collaboration across teams in the Netherlands, Germany, and Hungary, fostering a global perspective.

• Partnership with UX Designers, Product Managers, and Engineers implies a dynamic, team-oriented workspace focused on agile product development.

• The presence of other UX Researchers suggests a supportive community of practice where knowledge sharing and peer feedback are encouraged.

• The emphasis on ResearchOps points to a structured and organized workspace that values efficiency and best practices.

Work Schedule: The standard work schedule is 40 hours per week, full-time. The "10 to Grow" program allows for dedicated time for personal development, implying a degree of flexibility within the overall work structure to support continuous learning and skill enhancement.

📝 Enhancement Note: The on-site requirement in Delft, combined with international collaboration, offers a blend of localized team engagement and global project involvement. The emphasis on collaboration and structured processes suggests a professional and organized work setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, likely focusing on relevant UX research experience and qualifications.

• Technical Interview: Expect questions assessing your understanding of qualitative and quantitative research methodologies, study design, participant recruitment, and data analysis. You may be asked to discuss specific research projects from your past.

• Portfolio Review: A dedicated session to walk through selected case studies from your portfolio. Be prepared to articulate your process, the challenges you faced, the insights you generated, and the impact of your work on product decisions.

• Cross-functional Collaboration Interview: You may meet with a UX Designer, Product Manager, or Engineer to assess your ability to collaborate, communicate findings effectively, and integrate research into agile workflows.

• ResearchOps Focus Interview: Questions may probe your experience in improving research processes, documentation, tooling, and supporting other team members in research.

• Final Interview: Likely with a senior leader to discuss cultural fit, career aspirations, and overall suitability for the role and the company.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end research capabilities, diverse methodologies, and measurable impact.

• Tell a Story: For each project, clearly articulate the problem, your research approach, the key insights, the challenges you overcame, and the tangible outcomes or product changes resulting from your research.

• Highlight Impact: Quantify the impact of your research whenever possible (e.g., "reduced task completion time by X%", "increased user satisfaction by Y%", "informed a product pivot that led to Z").

• Showcase Process: Detail your methodology, participant selection, data analysis techniques, and how you synthesized findings into actionable recommendations.

• Demonstrate Collaboration: Explain how you partnered with Product Managers, Designers, and Engineers, and how you communicated your findings to them.

• Address ResearchOps: If possible, include examples of how you've improved research processes, created templates, or contributed to a research repository.

Challenge Preparation:

• Methodology Application: Be ready to discuss how you would approach a hypothetical research problem relevant to ITSM or AI features.

• Data Synthesis: You might be given a small dataset or research artifacts and asked to synthesize findings and propose next steps.

• Process Improvement: Be prepared to discuss how you would improve a given research process or documentation standard.

• Communication: Practice presenting research findings concisely and persuasively, as if to a product team.

📝 Enhancement Note: The emphasis on ResearchOps suggests that interviewers will be keen to see candidates who can not only conduct research but also contribute to making the research function more efficient and scalable. A strong portfolio demonstrating this dual capability will be highly advantageous.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Tools for conducting usability testing (e.g., UserTesting.com, Lookback), surveys (e.g., SurveyMonkey, Typeform, Qualtrics), and participant recruitment.

• AI Tools: Specifically mentioned for transcription (e.g., Otter.ai, Rev) and synthesis (e.g., Dovetail AI, specialized LLMs for summarization). The expectation is to use these tools to augment, not replace, human analysis.

• Collaboration Tools: Platforms for team communication and project management (e.g., Slack, Microsoft Teams, Jira, Confluence).

Analytics & Reporting:

• Data Analysis Software: Tools for statistical analysis if quantitative research is heavily involved (e.g., SPSS, R, Python libraries).

• Visualization Tools: For presenting findings, potentially including tools like Tableau or Power BI, though often integrated within other platforms.

• Qualitative Data Analysis Software (QDAS): Tools for organizing and analyzing qualitative data (e.g., Dovetail, NVivo, ATLAS.ti).

CRM & Automation:

• While not directly a CRM role, understanding how UX research integrates with customer data within a CRM (e.g., Salesforce, HubSpot) might be beneficial for context, especially regarding customer feedback loops.

• Automation tools for research workflows, such as scheduling, participant screening, or survey distribution.

📝 Enhancement Note: The explicit mention of AI tools for transcription and synthesis is a key differentiator. Candidates should be prepared to discuss their experience and approach to leveraging these technologies responsibly and effectively within their research workflow.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user throughout the product development lifecycle.

• Data-Driven Decision-Making: Relying on robust qualitative and quantitative research to inform product strategy and design choices.

• Efficiency and Scalability: A drive to optimize research processes, documentation, and tooling to support a growing product organization (ResearchOps).

• Collaboration and Inclusivity: Fostering a team environment where diverse perspectives are valued, and cross-functional partnerships are strong.

• Continuous Improvement: A proactive mindset towards learning, adapting, and enhancing research practices and skills.

Collaboration Style:

• Cross-functional Integration: Actively working with Product Managers, UX Designers, and Engineers, embedding research insights directly into their workflows.

• Community of Practice: Engaging with other UX Researchers to share knowledge, best practices, and support each other's work.

• Mentorship and Guidance: Willingness to support Product Managers and Designers in their research endeavors, providing guidance and guardrails.

• Open Communication: Encouraging clear, concise, and timely communication of research findings and their implications.

📝 Enhancement Note: The company culture appears to be a blend of agile product development and a structured, operational approach to research. The values emphasize both the "what" (user needs) and the "how" (efficient, collaborative research processes).

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Discovery and Validation: Effectively managing research efforts across both understanding new problems (discovery) and testing solutions (validation).

• Integrating AI Responsibly: Navigating the use of AI tools in research while ensuring data quality, ethical handling, and maintaining human oversight.

• Scaling ResearchOps: Developing and refining processes for participant recruitment, documentation, and tooling to support multiple product teams efficiently.

• Cross-Cultural Collaboration: Working effectively with teams across different countries (Netherlands, Germany, Hungary) with potentially varying communication styles and market nuances.

• Translating Insights into Action: Ensuring that research findings are clearly communicated and acted upon by product teams, overcoming potential resistance or differing priorities.

Learning & Development Opportunities:

• Advanced Research Methodologies: Opportunity to explore and implement more sophisticated qualitative and quantitative techniques.

• AI in Research: Deepen expertise in leveraging AI for research tasks, becoming a go-to person for best practices.

• ResearchOps Specialization: Develop skills in process design, tool management, and operational efficiency within a research context.

• Product Strategy Contribution: Gain deeper understanding of ITSM and product strategy, influencing the direction of AI-powered features.

• International Collaboration: Enhance cross-cultural communication and collaboration skills by working with diverse global teams.

• "10 to Grow" Program: Explicitly dedicated time and resources for personal and professional development, allowing for certifications, courses, conferences, or self-directed learning.

📝 Enhancement Note: The challenges are directly tied to the role's responsibilities, particularly the integration of AI and the emphasis on ResearchOps. The growth opportunities are substantial, especially with the dedicated "10 to Grow" program.

💡 Interview Preparation

Strategy Questions:

• "How would you approach understanding user needs for a new AI-powered feature in an ITSM platform?" (Focus on discovery methods, problem framing, and initial research questions.)

• "Describe a time you had to convince a skeptical Product Manager or Engineer about the importance of a user insight. How did you do it?" (Focus on communication, data persuasion, and stakeholder management.)

• "Imagine a research project where you uncovered conflicting findings from qualitative and quantitative data. How would you reconcile these and present a unified recommendation?" (Focus on analytical skills and decision-making under ambiguity.) Company & Culture Questions:

• "What interests you most about TOPdesk and our approach to ITSM software?" (Research TOPdesk's mission, values, and recent product developments.)

• "How do you see your role contributing to our company culture of diversity, inclusivity, and social responsibility?" (Connect your values and work style to these principles.)

• "How do you stay updated on the latest trends in UX research, particularly regarding AI and ITSM?" (Show your commitment to continuous learning.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline: 1. The Business/Product Problem, 2. Your Research Questions, 3. Your Methodology, 4. Key Findings, 5. Recommendations & Impact, 6. Lessons Learned.

• Visual Aids: Use clear, concise visuals (e.g., screenshots, personas, journey maps, charts) to illustrate your points. Avoid dense text.

• Quantify Impact: Whenever possible, use metrics to demonstrate the value of your research (e.g., "User testing identified 5 critical usability issues that were resolved, leading to a 15% decrease in support tickets related to that feature.").

• Focus on Your Role: Clearly articulate your specific contributions, especially in collaborative projects.

• Be Prepared for Deep Dives: Anticipate follow-up questions on specific methodological choices, data analysis, or how you handled challenges.

• Practice Your Delivery: Rehearse your presentation to ensure it flows well, stays within time limits, and sounds natural.

📝 Enhancement Note: Given the ResearchOps component, be prepared for questions about process improvement, documentation standards, and how you've made research more efficient or scalable. Highlighting experience with AI tools in your portfolio presentation will also be beneficial.

📌 Application Steps

To apply for this UX Researcher position:

• Submit your application through the provided link on jobs.smartrecruiters.com.

• Tailor your Resume: Highlight your 2+ years of UX research experience, specific methodologies used, and any experience with AI tools or ResearchOps. Quantify achievements where possible.

• Prepare Your Portfolio: Curate 2-3 strong case studies showcasing end-to-end research projects, focusing on your process, insights, and impact. Ensure it's easily accessible (e.g., PDF, personal website).

• Research TOPdesk: Understand their service management software, target audience, and company values to better align your application and interview responses.

• Practice Interview Responses: Prepare for behavioral questions, methodology discussions, and portfolio walkthroughs, emphasizing your ability to collaborate and contribute to research operations.

⚠️ 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.