UX Researcher

📍 Job Overview

Job Title: UX Researcher

Company: TOPdesk

Location: Kaiserslautern, Germany

Job Type: Full-time

Category: User Experience Research / Product Development

Date Posted: 2026-09-16

Experience Level: 2-5 Years Professional Experience

Remote Status: Hybrid (Up to 50% Remote)

🚀 Role Summary

• Lead the planning and execution of end-to-end qualitative and quantitative UX research studies to uncover user behaviors, needs, and pain points within AI-powered ITSM platforms.

• Drive product discovery and validation efforts, collaborating closely with cross-functional teams including Product Managers, UX Designers, and Engineers across international locations.

• Contribute to the maturity and efficiency of the organization's research practice by actively participating in ResearchOps, standardizing documentation, and refining research processes.

• Leverage AI tools to enhance research workflows for tasks like transcription and synthesis, while maintaining rigorous quality control and data integrity.

• Champion user-centric design by translating complex research findings into clear, actionable insights that directly influence product decisions and the development of next-generation service management solutions.

📝 Enhancement Note: This role is framed within a product development context, focusing on UX research for AI-powered features in ITSM. The emphasis on ResearchOps and AI tool utilization suggests a forward-thinking research team aiming for scalability and efficiency.

📈 Primary Responsibilities

• Design, plan, and execute comprehensive qualitative and quantitative UX research studies from initiation to completion, ensuring alignment with product team objectives.

• Select and strategically apply appropriate research methodologies, including user interviews, usability testing, surveys, diary studies, and contextual inquiries, to address specific research questions.

• Actively partner with Product Managers and UX Designers throughout the product development lifecycle, supporting both generative research for ideation and evaluative research for validation.

• Manage participant recruitment processes, conduct moderated research sessions, and perform rigorous analysis of collected data to synthesize actionable insights.

• Clearly and effectively communicate research findings, insights, and recommendations to diverse stakeholders, including Product Managers, UX Designers, and Engineering teams, through compelling presentations and reports.

• Maintain meticulous research documentation, contributing to and organizing a centralized research repository for knowledge sharing and consistency.

• Drive improvements in ResearchOps by contributing to the development of participant recruitment processes, selection and management of research tooling, standardization of documentation, and creation of templates (e.g., interview 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 hands-on research execution and strategic contribution to research operations. The expectation to support others in conducting research indicates a desire for embedded research practices across product teams.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's 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:

• Minimum of 2 years of professional experience in UX research, with a proven track record of successfully planning and conducting end-to-end research studies.

• Demonstrated experience in embedding research practices within product development teams and collaborating effectively with Product Managers and Designers. Required Skills:

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

• Expertise in selecting and applying appropriate research methods based on specific research questions and project goals.

• Strong collaboration and communication skills, with the ability to work effectively with cross-functional teams (Product Management, Design, Engineering) across different geographical locations.

• Excellent organizational skills, with a proactive approach to making research processes repeatable, well-documented, and efficient.

• Experience using AI tools (e.g., for transcription, synthesis) to support research workflows, coupled with a strong ability to critically evaluate and verify AI-generated outputs.

• Commitment to ethical research practices and compliant handling of participant data.

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

• Proactive mindset with a drive for continuous improvement in research methodologies and practice.

• Fluent (C1 level) in English, both written and spoken. Preferred Skills:

• Fluent (C1 level) in either German or Dutch, to facilitate seamless collaboration within German-speaking and/or Dutch-speaking environments.

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

📝 Enhancement Note: The requirement for AI tool usage, while retaining ownership of quality, is a key differentiator. The strong preference for German or Dutch fluency indicates a need for localized collaboration or market understanding.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A portfolio showcasing a range of end-to-end UX research projects, demonstrating your ability to define research questions, select appropriate methodologies, execute studies, and derive actionable insights.

• Case studies that highlight your collaboration with product teams (Product Managers, Designers, Engineers) and how your research directly influenced product decisions and outcomes.

• Examples of qualitative and quantitative research methodologies applied, illustrating your versatility and understanding of when to use specific methods.

• Evidence of your contribution to organizing and documenting research, showcasing your approach to maintaining a research repository or standardizing processes. Process Documentation:

• Demonstrations of your ability to create clear and concise research documentation, including study plans, recruitment screeners, interview guides, survey instruments, and final reports.

• Examples of how you have contributed to or maintained research documentation standards, templates, or repositories to ensure consistency and knowledge sharing.

• Showcase your approach to turning raw data into synthesized, actionable findings and recommendations that are easily understood and implemented by product teams.

📝 Enhancement Note: While not explicitly stated as a requirement for submission, a strong portfolio is implied by the nature of the role and the emphasis on presenting findings. Candidates should prepare to articulate their research process and impact clearly.

💵 Compensation & Benefits

Salary Range:

• Estimated Monthly Salary: €4,000 - €4,500 (based on provided data: EUR 4000 - EUR 4500 - monthly) Benefits:

• Job Security: Permanent employment contract.

• Work Flexibility: Option to work up to 50% remotely, flexible working hours, full-time and part-time options available.

• Compensation: Holiday bonus, special payments, monthly tax-free benefits (e.g., Mastercard, corporate benefits).

• Time Off: 30 days of annual leave.

• Onboarding & Development: Comprehensive onboarding with a dedicated buddy, individual training opportunities, access to language learning (Babbel) and e-learning platforms (Udemy).

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

• Family Support: Flexible parental leave arrangements and support for caregiving responsibilities.

• Work Environment: Informal "du" culture, open and collaborative international setting.

• Mobility: Free parking, bicycle parking, bike leasing options, and public transport ticket.

Working Hours:

• Standard working hours are typically 40 hours per week, with flexibility offered in terms of scheduling.

📝 Enhancement Note: The provided salary range is €4,000 - €4,500 per month. This is considered competitive for a UX Researcher role with 2-5 years of experience in the German market, particularly in a region like Kaiserslautern, considering cost of living and industry benchmarks. The extensive benefits package offers significant value beyond base compensation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software / Information Technology (IT) Services, specializing in Service Management (ITSM).

Company Size: TOPdesk is an international company with 700 employees across 8 countries, serving over 5,500 customers worldwide. This mid-to-large size suggests a stable organization with established processes but still retaining agility.

Founded: TOPdesk was founded in 1993, indicating a long history and deep expertise in the service management software market.

Team Structure:

• The UX Researcher will be part of a UX team that includes other UX Researchers, UX Designers, and potentially UX Engineers.

• They will collaborate closely with Product Managers and Engineers located in the Netherlands, Germany, and Hungary, indicating an international and cross-functional team dynamic.

• The role involves contributing to a "shared research practice that spans the organization," suggesting a centralized or federated research function rather than isolated efforts. Methodology:

• Emphasis on user-centric design principles, driven by understanding user behaviors, needs, and pain points.

• A balanced approach to research, covering both discovery (what to build) and validation (whether it works).

• Integration of AI tools into the research workflow, reflecting a commitment to leveraging modern technology for efficiency and effectiveness.

• A strong focus on ResearchOps, aiming for organized, repeatable, and well-documented research processes.

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

📝 Enhancement Note: TOPdesk's long history in ITSM implies a mature product and a need for continuous innovation, making UX research critical for its future. The international presence and collaboration across multiple countries highlight the importance of cross-cultural communication and adaptability.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level UX Researcher, suitable for individuals with 2-5 years of dedicated experience. It involves end-to-end ownership of research projects and contribution to the broader research practice, rather than entry-level execution.

Reporting Structure: While not explicitly detailed, the UX Researcher will likely report to a Lead UX Researcher, UX Manager, or potentially a Head of Product Design. They will collaborate closely with Product Managers and UX Designers, forming a core product development unit.

Operations Impact: The UX Researcher's work directly impacts product strategy and development by providing essential user insights. Their findings will guide decisions on what features to build, how to improve existing ones, and ultimately contribute to the success and adoption of TOPdesk's AI-powered ITSM platforms. This role is crucial for ensuring the products meet user needs and maintain a competitive edge.

Growth Opportunities:

• Specialization: Opportunity to deepen expertise in specific research methodologies or focus on particular product areas, such as AI-powered features.

• ResearchOps Leadership: Potential to take on more responsibility in shaping and managing the research operations, tooling, and best practices within the organization.

• Cross-functional Leadership: Develop skills in influencing product roadmaps and strategy through impactful research insights, potentially leading research initiatives for key product areas.

• Mentorship: As experience grows, opportunities to mentor junior researchers or support designers and PMs in conducting their own research.

• International Exposure: Continued work in an international environment offers exposure to diverse user bases and global product strategies.

📝 Enhancement Note: The role offers a clear path for growth beyond individual contribution, with opportunities in ResearchOps leadership and strategic product influence. The international scope provides a broader perspective for career development.

🌐 Work Environment

Office Type: The role is based in an office environment in Kaiserslautern, Germany, with the flexibility of up to 50% remote work. This hybrid model suggests a balance between in-person collaboration and individual focus.

Office Location(s): Kaiserslautern, Germany. The specific office amenities like free parking, bicycle parking, and public transport ticket support indicate an accessible and well-equipped workspace.

Workspace Context:

• Collaborative Environment: The "informal 'du' culture" and "open and collaborative work environment" in an international setting foster strong teamwork and open communication.

• Tools & Technology: Access to standard UX research tools, AI support for research tasks, and e-learning platforms (Udemy) indicate a commitment to providing necessary resources for professional development and efficient work.

• Team Interaction: Regular collaboration with Product Managers, UX Designers, and Engineers, both locally and internationally, ensures constant interaction and knowledge sharing.

Work Schedule:

• The position is full-time, typically 40 hours per week.

• Flexible working hours are offered, allowing for adjustments to accommodate personal needs and optimize productivity, aligning with the hybrid work model.

📝 Enhancement Note: The hybrid work arrangement (up to 50% remote) is a significant aspect, allowing for flexibility while maintaining team cohesion through office presence. The emphasis on an informal culture suggests an approachable and team-oriented workplace.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and portfolio to assess qualifications and experience.

• Hiring Manager/Team Interview: Discussion with Fabienne Even and Michelle Dhom (and potentially other team members) focusing on your UX research experience, methodologies, and approach to ResearchOps. Be prepared to discuss specific projects from your portfolio.

• Research Challenge/Case Study: You may be asked to present a past research project in detail or work through a hypothetical research problem. This assesses your problem-solving skills, methodological rigor, and ability to communicate findings.

• Cross-functional Collaboration Discussion: Questions about how you work with Product Managers, Designers, and Engineers, focusing on your collaboration style and ability to influence decisions.

• Final Interview: Potentially with higher leadership to discuss cultural fit and long-term potential.

Portfolio Review Tips:

• Showcase End-to-End Process: For each project, clearly articulate the problem, your research questions, the methods used, your role, the key findings, and the impact of your research on the product or business.

• Highlight Collaboration: Demonstrate how you partnered with Product Managers, Designers, and Engineers. Use specific examples of communication and influence.

• Detail Methodological Choices: Explain why you chose specific research methods and how they helped answer your research questions effectively.

• Quantify Impact: Whenever possible, use data and metrics to show the tangible results of your research (e.g., increased user satisfaction, reduced task completion time, improved conversion rates).

• Include ResearchOps Contributions: If you have examples of improving research processes, documentation, or tooling, highlight these contributions.

• Prepare for AI Tool Discussion: Be ready to discuss your experience using AI tools in research, your approach to quality assurance, and any ethical considerations.

Challenge Preparation:

• Anticipate Research Scenarios: Think about common challenges in ITSM software or AI-driven features and how you would approach researching them.

• Practice Articulating Insights: Prepare to explain complex findings simply and persuasively, tailored to your audience.

• Understand TOPdesk: Research TOPdesk's products, their market position, and their stated values to tailor your responses and demonstrate genuine interest.

📝 Enhancement Note: The emphasis on ResearchOps and AI tools suggests that interviewers will probe deeply into these areas. Candidates should be prepared to discuss their practical experience and strategic thinking regarding these aspects.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Proficiency with various UX research tools for conducting interviews, usability tests, surveys, and analysis. This may include tools like UserTesting.com, Lookback, Maze, Hotjar, Qualtrics, SurveyMonkey, or similar.

• AI Research Assistants: Experience using AI tools for tasks such as transcription (e.g., Otter.ai, Trint), synthesis of qualitative data, or generating initial insights. Candidates are expected to use these tools responsibly and critically.

• Collaboration & Documentation Tools: Familiarity with tools for team collaboration and knowledge management, such as Confluence, Notion, Miro, or similar platforms, for documenting research findings and processes.

Analytics & Reporting:

• Data Analysis Software: Ability to analyze quantitative data from surveys and usability tests, potentially using spreadsheet software (Excel, Google Sheets), statistical analysis tools (e.g., SPSS, R - though less common for pure UX Research), or specialized analytics platforms.

• Visualization Tools: Experience in creating clear and compelling visualizations of research data to communicate findings effectively to stakeholders.

CRM & Automation:

• While not a direct focus for UX Research, understanding of CRM systems (like Salesforce, or TOPdesk's own ITSM platform) and how user data is managed can provide valuable context for user behavior and needs.

📝 Enhancement Note: The explicit mention of AI tools for research tasks is a key technical requirement. Candidates should be prepared to discuss their practical experience and critical approach to using these technologies.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user, ensuring products meet their needs and provide exceptional experiences.

• Collaboration: Valuing teamwork and open communication, working closely with cross-functional partners to achieve shared goals. The "informal 'du' culture" emphasizes approachability and respect.

• Continuous Improvement: A proactive mindset towards refining research practices, adopting new methodologies, and enhancing efficiency through tools and processes.

• Data-Driven Decisions: Using research insights to inform product development and strategic decisions, ensuring that product evolution is grounded in user understanding.

• Quality & Ethics: Maintaining high standards for research quality, ethical participant handling, and data privacy.

Collaboration Style:

• Cross-functional Integration: Actively embedding research within product teams, working alongside Product Managers and Designers throughout the development lifecycle.

• Open Communication: Encouraging candid feedback, knowledge sharing, and transparent discussions about research findings and their implications.

• Process-Oriented: A focus on establishing and improving repeatable research processes and documentation, contributing to the overall efficiency and scalability of the research function.

📝 Enhancement Note: The emphasis on an informal "du" culture and collaborative environment suggests a workplace where open dialogue and mutual respect are paramount. This is crucial for effective cross-functional work.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Research Needs: Managing multiple research requests from different product teams simultaneously while maintaining high quality and timely delivery.

• Integrating AI Responsibly: Effectively leveraging AI tools for research support while ensuring data accuracy, ethical use, and maintaining human oversight.

• Cross-Cultural Collaboration: Navigating communication and research nuances across different geographical locations (Netherlands, Germany, Hungary) and potentially diverse user bases.

• Evolving ITSM Landscape: Keeping pace with the rapid advancements in AI and their application within the ITSM domain, requiring continuous learning and adaptation of research methods.

Learning & Development Opportunities:

• Advanced Research Methodologies: Opportunities to explore and master new qualitative and quantitative research techniques, potentially including specialized areas like AI user research.

• ResearchOps Expertise: Develop skills in building and scaling research operations, including tooling, processes, and best practices for a growing research team.

• Product Strategy Influence: Hone skills in translating research insights into strategic product recommendations that shape roadmaps and business outcomes.

• Industry Conferences & Certifications: Support for attending relevant industry events and pursuing certifications (e.g., Nielsen Norman Group, UXPA) to enhance professional development.

• Mentorship & Leadership: Potential to grow into a senior or lead researcher role, mentoring junior team members and leading research initiatives.

📝 Enhancement Note: The challenges are directly tied to the evolving nature of UX research, AI integration, and global collaboration, offering significant learning opportunities for growth.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to choose between several research methods for a single project. How did you decide, and what was the outcome?" (Focus on your decision-making process and methodological rationale.)

• "How do you ensure your research findings are actionable and effectively communicated to Product Managers and Engineers who may have different priorities?" (Highlight communication strategies and stakeholder management.)

• "Walk us through your process for planning and executing an end-to-end research study, from initial stakeholder alignment to final report." (Detail your structured approach and attention to detail.)

• "How have you used AI tools in your research workflow? What are the benefits and limitations you've observed, and how do you ensure research quality?" (Be specific about tools and your critical evaluation process.) Company & Culture Questions:

• "What interests you about TOPdesk and our focus on AI-powered ITSM solutions?" (Research TOPdesk's mission, products, and recent developments.)

• "How do you approach building relationships and collaborating with cross-functional teams, especially in an international setting?" (Emphasize your communication style and adaptability.)

• "Describe your experience with ResearchOps. What aspects of organizing and standardizing research are most important to you?" (Showcase your proactive and process-oriented mindset.) Portfolio Presentation Strategy:

• Structure Your Case Studies: For each project, clearly outline:

  • The Problem/Opportunity: What challenge were you addressing?
  • Your Role & Objectives: What were your specific responsibilities and research goals?
  • Methodology: Why did you choose these methods?
  • Process: How did you execute the research (recruitment, moderation, analysis)?
  • Key Findings: What were the most critical insights?
  • Impact/Recommendations: How did your research influence the product or business?

• Highlight Collaboration: Explicitly mention how you worked with PMs, Designers, and Engineers.

• Quantify Results: Use data and metrics to demonstrate the impact of your work.

• Be Concise and Engaging: Practice telling the story of your research journey clearly and persuasively.

• Prepare for Q&A: Anticipate questions about your choices, challenges, and the impact of your work.

📝 Enhancement Note: The interview will likely assess not only your research skills but also your ability to integrate into an international team, contribute to ResearchOps, and critically use AI tools. Be ready to discuss specific examples that demonstrate these capabilities.

📌 Application Steps

To apply for this UX Researcher position:

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

• Tailor your Resume: Ensure your resume highlights your 2+ years of UX research experience, specific methodologies used, experience with AI tools, and any contributions to ResearchOps. Use keywords from the job description.

• Curate Your Portfolio: Select 2-3 strong case studies that showcase end-to-end research projects, demonstrate collaboration with product teams, and detail the impact of your work. Prepare to discuss these in detail.

• Prepare for Interview Questions: Practice answering common UX research behavioral questions, questions about your experience with AI tools, and questions related to collaboration and ResearchOps.

• Research TOPdesk: Understand their ITSM products, their market position, and their company culture to demonstrate genuine interest and cultural fit.

⚠️ 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.

---