UX Researcher – Employee Experience (w/m/d)

📍 Job Overview

Job Title: UX Researcher – Employee Experience (w/m/d)

Company: ING

Location: Frankfurt, Germany

Job Type: Full-Time

Category: Employee Experience (EX) / User Experience (UX) Research

Date Posted: April 13, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive impactful improvements in the employee experience by conducting in-depth research into employee needs, journeys, services, and products.

• Utilize a robust combination of qualitative and quantitative research methodologies to uncover actionable insights into the employee environment and organizational processes.

• Define and track key performance indicators (KPIs) and experience metrics to measure the effectiveness of EX initiatives and demonstrate business impact.

• Translate complex research findings into clear, concise reports, personas, and experience maps, empowering stakeholders to make data-driven, employee-centric decisions.

• Leverage modern tools, including AI technologies for transcription, agent creation, and synthetic testing, to enhance research efficiency and output.

📝 Enhancement Note: This role is positioned within the Employee Experience (EX) domain, a specialized area of UX research focused on internal stakeholders. The emphasis on hybrid work, employee well-being, and organizational transformation suggests a strategic focus on improving internal operations and employee satisfaction, which are critical for overall business productivity and GTM effectiveness. The explicit mention of AI tools indicates a forward-thinking approach to research methodologies.

📈 Primary Responsibilities

• Investigate and analyze employee needs across various touchpoints, including their work environment, available services, and operational processes.

• Conduct comprehensive research on employee journeys, services, products, and work environments using a blend of qualitative (interviews, workshops, tests) and quantitative (surveys, experience metrics) methods.

• Evaluate the effectiveness of existing employee portals, onboarding processes, room booking systems, and physical office spaces to identify areas for improvement and measurable impact.

• Design and execute research plans, from hypothesis generation to validation, employing qualitative and quantitative data synthesis and leveraging AI tools responsibly.

• Develop and test hypotheses using low-, mid-, and high-fidelity prototypes (e.g., Figma), validating concepts and making research findings tangible for stakeholders.

• Ensure strict adherence to data protection and compliance regulations throughout all research activities, including the responsible use of AI tools.

• Create and present clear research reports, personas, and experience maps that effectively communicate findings and recommendations to diverse stakeholder groups, including senior leadership.

• Define suitable KPIs and collaborate with Service Designers, Product Managers, and Support Experts to gather data that measures the impact of EX initiatives on employee experience.

📝 Enhancement Note: The responsibilities highlight a strong focus on the entire employee lifecycle, from onboarding to daily work. The requirement to use AI tools for tasks like transcription and agent creation suggests an expectation for efficiency gains and innovative research approaches. The emphasis on stakeholder empowerment and data-driven decision-making is a hallmark of effective operations roles.

🎓 Skills & Qualifications

Education: University degree or vocational training with a focus on User/Employee Research, Psychology, Social Sciences, Business Administration, UX, or Service Design.

Experience: Several years of experience in User or Employee Research, preferably within an organizational, HR, or transformation context.

Required Skills:

• Proficient in qualitative and quantitative research methodologies and their effective combination.

• Strong understanding of KPIs, measurement systems, and experience metrics for evaluating employee engagement and satisfaction.

• Excellent analytical skills with the ability to structure, synthesize, and communicate complex data and research findings clearly.

• High degree of empathy and understanding of organizational dynamics and complex organizational structures.

• Experience in applying agile methodologies to research and development processes.

• Exceptional communication and presentation skills, with the ability to advise diverse stakeholders, including senior decision-makers, and manage expectations effectively.

• Structured, self-directed, and impact-oriented work approach.

• Openness to cultural diversity in an international work environment.

Preferred Skills:

• Experience with prototyping tools such as Figma.

• Familiarity with modern tools and AI technologies for research, including transcription, Copilot agents, synthetic test groups, and rapid prototyping.

• Knowledge of Service Design principles and practices.

• Experience in HR or organizational development roles.

• Understanding of compliance and data protection regulations in a financial services context.

📝 Enhancement Note: The requirement for "several years of experience" combined with the mention of agile methodologies and complex organizational structures suggests a mid-level to senior-mid-level role. The emphasis on both qualitative and quantitative skills, along with the ability to manage stakeholders and present findings, is crucial for operations roles that bridge research and strategic decision-making.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a portfolio demonstrating experience in conducting comprehensive employee experience research projects.

• Include examples of journey mapping, service analysis, and product evaluation from previous roles.

• Present case studies illustrating the application of both qualitative and quantitative research methods.

• Provide evidence of defining and tracking relevant KPIs and experience metrics to measure research impact.

Process Documentation:

• Document the research process from planning and methodology selection through to data analysis and reporting.

• Detail how qualitative and quantitative data were integrated to form hypotheses and drive actionable insights.

• Illustrate the process of creating and presenting research outputs such as personas, experience maps, and research reports.

• Explain the approach to stakeholder engagement, feedback incorporation, and ensuring research findings translated into organizational change.

• Describe any experience with agile research sprints or iterative research cycles.

📝 Enhancement Note: For an EX/UX Researcher role, a portfolio is crucial. It should not only showcase research skills but also the ability to translate findings into actionable strategies that improve internal operations and employee productivity. The emphasis on process documentation aligns with the need for repeatable and scalable research frameworks within a large organization.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a mid-level UX Researcher with 2-5 years of experience in Frankfurt, Germany, the estimated annual salary range is €60,000 - €85,000. This estimate considers the cost of living in Frankfurt, the financial sector industry, and the specific responsibilities outlined.

Benefits:

• Company pension scheme

• Capital-forming benefits

• Free public transport ticket (Deutschlandticket)

• Bike leasing options (Bike LeasING)

• Subsidized company restaurant

• Hybrid work model, allowing for a balance between office and remote work within regulatory requirements.

• Flexible working hours and individual working time models.

• Sabbatical opportunities.

• Subsidies for childcare and eldercare costs.

• Personal development budget for continuous learning and skill enhancement.

• Health budget for well-being initiatives.

• Personal equipment budget for optimizing your mobile workspace.

Working Hours: 40 hours per week, with flexibility offered through individual working time models, accommodating the hybrid work arrangement and employee well-being focus.

📝 Enhancement Note: The salary range is an estimation based on typical compensation for UX Researchers in a major German city like Frankfurt, considering the financial industry's compensation standards and the mid-level experience requirement. The comprehensive benefits package reflects a strong emphasis on employee well-being and work-life balance, which is a key selling point for attracting talent in competitive markets.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking) - ING operates as a major international bank, characterized by innovation, customer-centricity, and a strong digital presence. The financial services sector demands high standards of compliance, data security, and a focus on efficiency.

Company Size: ING is a large, global financial institution. This size implies a complex organizational structure with numerous departments and stakeholders, offering ample opportunities for cross-functional collaboration and impact.

Founded: ING has a long history, tracing its roots back to the 19th century, evolving into a modern, digitally-focused bank. This heritage suggests a stable yet forward-looking organization that values both tradition and innovation.

Team Structure:

• The Employee Experience (EX) team is likely part of a larger HR, People Operations, or Digital Transformation function.

• It will involve close collaboration with Service Designers, Product Managers, IT, and HR business partners across various business units.

Methodology:

• Data-driven decision-making is paramount, integrating qualitative insights with quantitative metrics.

• Agile methodologies are employed to ensure iterative development and rapid response to employee needs.

• A strong emphasis on user-centricity, adapted for the internal employee context.

• Responsible use of AI and modern technologies to enhance research efficiency and effectiveness.

Company Website: ING Company Website

📝 Enhancement Note: Understanding ING's position in the financial services industry is key. This means the EX research will likely be integrated into broader digital transformation efforts and must adhere to strict regulatory and compliance standards. The company's size also means complex stakeholder landscapes and the potential for significant impact if EX initiatives are successful.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level UX Researcher specializing in Employee Experience, indicating a significant level of autonomy and responsibility. It requires the ability to independently manage research projects from conception to completion, interpret complex data, and effectively influence decision-making.

Reporting Structure: The role likely reports into a manager or lead responsible for Employee Experience, User Research, or a broader HR/People Operations function. Collaboration will be extensive with cross-functional teams, including Service Designers, Product Owners, HR Business Partners, and IT leads.

Operations Impact: The EX Researcher's work directly influences the internal operational efficiency, employee productivity, and overall satisfaction within ING. By identifying and addressing pain points in employee journeys and services, this role contributes to a more effective and engaged workforce, which is foundational for achieving business objectives, including Go-To-Market strategies.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of employee experience, such as onboarding, internal tools, or hybrid work models.

• Leadership: Progress to a Senior UX Researcher or EX Lead role, mentoring junior researchers and managing larger research initiatives.

• Cross-functional Mobility: Transition into related roles like Service Design, Product Management, HR Business Partnering, or Digital Transformation roles within ING.

• Skill Development: Gain proficiency in advanced research techniques, AI-driven research tools, and strategic stakeholder management through internal training, workshops, and project exposure.

📝 Enhancement Note: The growth potential is significant, moving from an individual contributor role to a more strategic or leadership position. The ability to demonstrate impact on internal operations and employee productivity will be key for career advancement within ING.

🌐 Work Environment

Office Type: ING employs a hybrid work model, balancing in-office collaboration with remote flexibility. This suggests a modern office environment designed to facilitate both focused work and collaborative sessions.

Office Location(s): Frankfurt, Germany. This location is a major financial hub, offering good connectivity and access to amenities. The specific office facilities will likely include meeting rooms, collaboration spaces, and individual workstations.

Workspace Context:

• Collaborative Environment: Expect a dynamic workplace that encourages interaction and knowledge sharing among colleagues from diverse backgrounds and disciplines.

• Tools and Technology: Access to a range of modern research tools, prototyping software (like Figma), AI-powered research assistants, and standard office productivity suites.

• Team Interaction: Opportunities for regular team meetings, workshops, and cross-functional project discussions, both in person and virtually.

Work Schedule: The standard working hours are 40 per week, with flexibility offered through various working time models. This allows individuals to manage their schedules effectively, balancing professional responsibilities with personal needs, which is crucial for roles requiring deep analytical work and creative problem-solving.

📝 Enhancement Note: The hybrid model is a significant aspect. Candidates should be comfortable working both remotely and in the office, and understand how to maintain productivity and collaboration across these environments. The emphasis on flexibility indicates a mature approach to work-life balance within the organization.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications, focusing on relevant experience and qualifications. A concise CV is sufficient for this stage.

• First Interview: Typically with the hiring manager or a senior team member, focusing on your background, motivation, and core research skills. Be prepared to discuss your experience with qualitative and quantitative methods, and your understanding of employee experience.

• Portfolio Presentation/Case Study: You may be asked to present a past research project, highlighting your process, findings, and impact. This is where your portfolio is critical. Focus on how you translated research into actionable business insights and improvements.

• Skills Assessment/Workshop: A practical exercise or a collaborative workshop to assess your problem-solving abilities, research design skills, and how you approach complex challenges. This might involve analyzing a hypothetical employee journey or designing a research plan.

• Final Interview: Potentially with a higher-level manager or cross-functional stakeholders to assess cultural fit, strategic thinking, and alignment with ING's values.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your most impactful EX/UX research projects. Prioritize those that demonstrate a clear problem, robust methodology, significant findings, and measurable impact on employee experience or business outcomes.

• Structure for Clarity: For each project, clearly outline: the problem/objective, your role, the methodologies used, key insights derived, the solutions/recommendations proposed, and the resulting impact (quantified if possible).

• Highlight EX Focus: Emphasize projects related to employee journeys, internal tools, service improvements, or organizational processes to align with the role's specialization.

• Showcase AI/Tool Proficiency: If applicable, include examples of how you've used modern tools, including AI, to enhance your research process or outcomes.

• Presentation Readiness: Be prepared to walk through your portfolio confidently, explaining your thought process and answering detailed questions about your methods and conclusions.

Challenge Preparation:

• Understand the EX Domain: Familiarize yourself with common employee experience challenges and best practices in the financial services industry.

• Methodology Mastery: Be ready to discuss your approach to designing research for specific employee needs, and how you would combine qualitative and quantitative data.

• Problem-Solving: Prepare to tackle a hypothetical EX problem by outlining your research approach, potential methodologies, and how you would measure success.

• Stakeholder Communication: Think about how you would communicate complex research findings to various stakeholders (e.g., HR, IT, senior management) and gain buy-in for your recommendations.

📝 Enhancement Note: The application process emphasizes practical demonstration of skills. A strong portfolio showcasing EX-specific research and its tangible impact is crucial. The mention of AI tools suggests candidates who can articulate their experience with these technologies will stand out.

🛠 Tools & Technology Stack

Primary Tools:

• Prototyping: Figma (explicitly mentioned for low-, mid-, and high-fidelity prototypes).

• Research Platforms: Familiarity with survey tools (e.g., Qualtrics, SurveyMonkey) and potentially specialized EX platforms.

• AI & Automation Tools: Experience with AI for transcription, creating Copilot agents, and generating synthetic test groups is highly desired.

• Collaboration Tools: Microsoft Teams or similar platforms for communication and collaboration in a hybrid environment.

Analytics & Reporting:

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

• Visualization Tools: Experience creating dashboards and reports using tools like Tableau, Power BI, or built-in reporting features of other platforms to present KPIs and experience metrics.

CRM & Automation:

• While not explicitly mentioned as primary tools for this role, understanding how EX research integrates with HRIS (Human Resources Information Systems) or internal employee platforms would be beneficial. Familiarity with how data from employee feedback systems feeds into operational improvements is a plus.

📝 Enhancement Note: The explicit mention of Figma and AI tools indicates the expected technology proficiency. Candidates should highlight their experience with these specific tools and demonstrate an understanding of how they can be leveraged to enhance research efficiency and impact within an enterprise environment.

👥 Team Culture & Values

Operations Values:

• Empathy & Employee-Centricity: A core value is understanding and prioritizing the needs and experiences of employees. Decisions are made with the employee at the forefront.

• Data-Driven & Analytical: A commitment to using data and research to inform decisions, moving beyond assumptions to evidence-based strategies.

• Collaboration & Cross-Functional Partnership: Valuing teamwork and effective communication across departments to achieve shared goals.

• Innovation & Continuous Improvement: An openness to new ideas, technologies (like AI), and methodologies to constantly enhance processes and experiences.

• Integrity & Compliance: Upholding high ethical standards and adhering to all relevant regulations, especially critical in the financial sector.

Collaboration Style:

• Partnership-Oriented: Working closely with HR, IT, Service Design, and business unit leaders to integrate EX insights into their respective domains.

• Consultative: Acting as an internal expert, guiding stakeholders on best practices for employee research and experience design.

• Transparent: Sharing research findings openly and facilitating discussions to build consensus and drive action.

• Agile & Iterative: Embracing flexibility and adapting research plans based on evolving needs and feedback.

📝 Enhancement Note: The company culture values a blend of empathy and analytical rigor, which is essential for EX research. The emphasis on collaboration and innovation suggests a dynamic and forward-thinking team environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Organizational Structures: Working within a large, established financial institution can present challenges in gaining buy-in, implementing changes across diverse departments, and ensuring consistent application of EX principles.

• Balancing Diverse Employee Needs: Employees at different levels, in various roles, and locations will have distinct needs and expectations, requiring careful segmentation and tailored research approaches.

• Measuring and Demonstrating ROI: Clearly articulating the business value and return on investment of EX initiatives can be challenging, requiring robust data collection and compelling storytelling.

• Integrating AI Responsibly: Leveraging new AI technologies while ensuring data privacy, compliance, and ethical usage requires careful consideration and implementation.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to deepen expertise in specialized qualitative or quantitative methods, or to explore emerging research paradigms.

• AI in Research: Hands-on experience and training in utilizing AI tools for efficiency and advanced insights in user and employee research.

• Cross-Functional Exposure: Gaining deeper understanding of HR, IT, product development, and business operations within a financial services context.

• Leadership and Mentorship: Potential to develop leadership skills, mentor junior team members, and contribute to the strategic direction of EX initiatives at ING.

📝 Enhancement Note: The challenges are typical for large, complex organizations, emphasizing the need for strong communication, influence, and strategic thinking. The growth opportunities are substantial, offering a clear path for career development within the EX and broader operations domain.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used qualitative and quantitative research to solve an employee experience problem. What was your process, and what was the outcome?"

  • Preparation: Prepare a STAR method response focusing on a project where you combined methods. Highlight your specific role, the data you gathered, the insights you uncovered, and the tangible impact of your recommendations. Emphasize how you synthesized different data types.

• "How would you approach researching the employee experience for a new hybrid work policy at ING? What methods would you use, and how would you ensure compliance and data privacy?"

  • Preparation: Outline a research plan. Discuss initial qualitative exploration (e.g., focus groups, interviews) to understand concerns, followed by quantitative methods (e.g., surveys, analytics) to measure adoption and impact. Address specific compliance concerns relevant to financial institutions and hybrid work.

• "Imagine you've found conflicting results from different research methods. How would you reconcile these findings and present a cohesive recommendation to stakeholders?"

Company & Culture Questions:

• "Why are you interested in Employee Experience research specifically at a financial institution like ING?"

  • Preparation: Research ING's recent initiatives, values, and any public statements about employee well-being or digital transformation. Connect your passion for EX to the unique challenges and opportunities within the banking sector.

• "How do you see your role contributing to ING's overall business objectives?"

  • Preparation: Link EX improvements to productivity, employee retention, innovation, and customer service, which indirectly support Go-To-Market strategies and financial performance. Highlight how an engaged workforce drives business success.

• "Describe your experience working with AI tools in research. What are the benefits and risks you've encountered?"

Portfolio Presentation Strategy:

• Focus on Impact: For each project, quantify the results whenever possible. Highlight how your research led to measurable improvements in efficiency, engagement, retention, or cost savings.

• Tell a Story: Structure your presentation like a narrative. Start with the problem, detail your journey of discovery and analysis, and conclude with the solution and its positive outcomes.

• Demonstrate Methodological Rigor: Clearly explain why you chose specific research methods and how they were appropriate for the problem at hand.

• Address Stakeholder Engagement: Show how you communicated your findings and influenced decision-makers. This demonstrates your ability to drive change, a key operations skill.

• Be Prepared for Deep Dives: Anticipate questions about your methodology, data interpretation, and any challenges you faced.

📝 Enhancement Note: The interview preparation emphasizes demonstrating strategic thinking, methodological expertise, and the ability to translate research into business value, all critical for operations roles. Highlighting experience with AI tools is a significant advantage.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link.

• Tailor your CV: Ensure your resume clearly highlights your experience in User/Employee Research, your proficiency in both qualitative and quantitative methodologies, and any experience with AI tools or prototyping software like Figma. Quantify achievements where possible.

• Prepare your EX portfolio: Select 2-3 key projects that showcase your ability to research employee needs, analyze findings, and drive impactful improvements. Be ready to present your process, insights, and outcomes clearly.

• Research ING: Understand ING's business, its values, and its current focus on employee experience or digital transformation. This will help you tailor your responses and demonstrate genuine interest.

• Practice your interview responses: Prepare for common UX research and behavioral questions, focusing on how your skills and experience align with the requirements of this specific Employee Experience Researcher role.

⚠️ 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.

---