UX Researcher, Programs & Operations

📍 Job Overview

Job Title: UX Researcher, Programs & Operations

Company: GetYourGuide

Location: Zurich, Switzerland

Job Type: Full-time

Category: User Experience (UX) Research & Operations

Date Posted: 2026-08-26

Experience Level: Mid-Senior Level (5+ years)

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in shaping the infrastructure and operational excellence of the UX Research practice at GetYourGuide, focusing on scaling research capabilities and ensuring data-driven decision-making.

• You will be instrumental in designing, implementing, and maintaining systems, tools, and AI-assisted workflows that enhance efficiency and quality in research processes, from participant recruitment to insight synthesis.

• The position requires a strategic thinker with a strong operational background to manage research programs, govern processes, and foster cross-functional collaboration to translate research findings into actionable business outcomes.

• Success in this role hinges on leveraging advanced research methodologies, managing vendor relationships, and influencing senior stakeholders to drive program innovation and adoption of best practices.

📝 Enhancement Note: The core of this role lies in "Research Programs & Operations" within the UX Research function. This means the focus is less on conducting day-to-day research and more on building the systems, processes, and infrastructure that enable the broader research team to operate effectively and at scale. The emphasis on AI-assisted workflows and turning evidence into decisions at scale suggests a need for strong process engineering and strategic program management skills, aligning it closely with operational excellence.

📈 Primary Responsibilities

• Design, develop, and maintain robust systems, tools, and programs that underpin the UX Research practice, including knowledge management, participant recruitment pipelines, and governance frameworks.

• Proactively identify and implement AI-powered workflows and automation to accelerate research and design cycles, from initial intake and participant screening to synthesis, rollout, and activation of insights.

• Drive strategic initiatives by confidently engaging with senior stakeholders to discuss feasibility, trade-offs, and to translate research findings into decision-ready outputs and actionable recommendations.

• Develop and present impactful artifacts, such as concept visuals, prototypes, one-pagers, and service blueprints, to clearly communicate research insights and recommendations to diverse audiences.

• Facilitate key team meetings, discovery workshops, and forums to identify operational gaps, assess resourcing needs, and contribute to the team's strategic roadmap and priorities.

• Act as a subject matter expert, advising internal teams on appropriate research processes and tools, and leading training sessions to ensure successful adoption of these systems across the organization.

• Own the end-to-end management of research tools, including screening new vendors, onboarding, security assessments, contract negotiations, access management, and delivering org-wide training.

• Collaborate closely with Product, Design, Marketing, and Business teams to shape the holistic customer experience, support the research team's efforts, and directly link research findings to key business outcomes and KPIs.

📝 Enhancement Note: The responsibilities highlight a blend of strategic program design, operational execution, and stakeholder influence. The emphasis on "turning evidence into decisions at scale" and "AI-powered workflows" indicates a need for innovative thinking in process optimization and automation. The requirement to "build sticky artifacts" and "visualize direction" points to strong communication and presentation skills, essential for driving adoption of research insights.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design Research, or a related field is typically expected for UX Research roles.

Experience: 5+ years of progressive experience in UX Research, UX Strategy, or UX Program Management within a technology organization, with a significant focus on research operations and infrastructure.

Required Skills:

• Proven track record of building and scaling research systems, user panels, and knowledge management repositories without compromising quality.

• Expertise in designing and implementing operational frameworks for both qualitative (e.g., unmoderated interviews) and quantitative research methodologies.

• Demonstrated ability to influence senior stakeholders and drive program-related decisions through strategic communication and program innovation.

• Proficiency in visualizing research direction using tools like sketches, prototypes, service blueprints, or AI-assisted outputs.

• Strong understanding and practical application of research ethics, accessibility frameworks (e.g., WCAG), customer relationship management (CRM) principles, and data privacy regulations (e.g., GDPR, e-privacy, DSA).

• Sound business acumen, particularly in B2C contexts, with the ability to connect research findings to commercial impact and strategic trade-offs.

• Experience in vendor management, including screening, onboarding, negotiations, and budget tracking for research tools and services.

• Exceptional communication skills, with the ability to articulate complex information clearly and concisely to different levels of stakeholders. Preferred Skills:

• Experience designing and facilitating large-scale, cross-functional communication programs and events.

• Deep familiarity with the current UX research vendor and tooling landscape, including a history of successful vendor negotiations and tool migration projects.

• Background in building or deploying AI agents specifically for operational use cases within a research context, such as recruitment pipelines or synthesis tools.

📝 Enhancement Note: The experience requirement of "5+ years" combined with the focus on "building research systems" and "shifting major program-related decisions at the senior stakeholder level" indicates this role is not entry-level for UX research but rather a specialized operational or program management position within the UX research domain, requiring strategic leadership and execution capabilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 detailed case studies demonstrating experience in designing, implementing, or significantly improving research systems, operational workflows, or knowledge management processes.

• Include examples of how you have scaled research operations, managed participant recruitment pipelines, or developed governance frameworks for research activities.

• Present evidence of your ability to integrate AI or automation into research workflows to enhance efficiency and speed up insight delivery.

• Demonstrate experience in vendor management, including selection, negotiation, and ongoing relationship management for research tools and platforms.

• Highlight instances where your operational contributions directly led to improved decision-making quality or business outcomes, backed by measurable results. Process Documentation:

• Provide documentation or descriptions of processes you have designed or optimized, focusing on workflow mapping, standard operating procedures (SOPs), and efficiency metrics.

• Illustrate your approach to implementing new systems or tools, including change management strategies, training plans, and adoption tracking.

• Showcase how you measure the performance and impact of operational processes and systems, including reporting mechanisms and continuous improvement loops.

📝 Enhancement Note: While not explicitly asking for a "portfolio" in the traditional UX design sense, the role strongly implies a need to demonstrate practical experience in building and managing operational systems. Candidates should prepare to showcase projects that highlight their strategic thinking in operations, process engineering skills, and ability to manage complex programs and vendor relationships. The focus is on the how of research operations, not just the research output itself.

💵 Compensation & Benefits

Salary Range:

For Zurich, Switzerland, a UX Researcher with 5+ years of experience, especially in a Program/Operations focused role within a tech company like GetYourGuide, could expect a salary range of CHF 110,000 - CHF 140,000 annually. This estimate is based on industry benchmarks for experienced UX professionals in major Swiss tech hubs, considering the cost of living and the specialized nature of research operations and program management.

Benefits:

• Annual personal growth budget for continuous learning and development.

• Mentorship programs to support career progression.

• Flexibility to "Work from anywhere in the world" for 30 days per year.

• Hybrid working model: 3 days in the office (Mon, Tue, Thur) and 2 days optional focus time at home.

• Regular team events: Quarterly team gatherings and annual company-wide events for collaboration and social connection.

• Monthly transportation budget.

• Monthly fitness budget.

• Discounts on GetYourGuide activities for employees, friends, and family.

• Language reimbursement program.

• Comprehensive health and wellness benefits. Working Hours:

The role implies a standard full-time commitment, typically around 40 hours per week. The hybrid work model offers some flexibility in terms of location, with designated in-office days to foster collaboration.

📝 Enhancement Note: Salary is an estimate based on market data for Zurich, Switzerland. The specific range can vary based on the candidate's exact experience, negotiation skills, and the company's internal compensation bands. Benefits are detailed and attractive, emphasizing professional development, flexibility, and well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Online Travel & Tourism Technology. GetYourGuide operates in a highly competitive, fast-paced global market, focused on providing unique and memorable travel experiences through its online platform. This context means operations must be agile, data-driven, and customer-centric.

Company Size: GetYourGuide is a significant player in its industry, indicating a structured yet dynamic environment. Likely a medium to large-sized tech company, fostering innovation while maintaining established operational processes.

Founded: Founded in 2009, GetYourGuide has a solid history, suggesting stability and growth, with an established presence and mature operational practices, but still retaining a startup-like drive for innovation.

Team Structure:

• The UX Research team is part of the broader Product and UX organization, working to embed user understanding across the company.

• The Research Programs & Operations function sits within this team, acting as a central hub for infrastructure, tooling, and process governance.

• This role will likely interface with UX Researchers, Product Managers, Designers, Data Scientists, Engineers, and Marketing professionals, requiring strong cross-functional collaboration. Methodology:

• The team emphasizes grounding decisions in evidence, moving away from assumptions through rigorous research.

• A key focus is on building systems and processes that enable research to scale and for insights to be acted upon with confidence.

• The integration of AI-assisted workflows signifies a forward-thinking approach to research efficiency and scalability.

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

📝 Enhancement Note: GetYourGuide's mission to connect people with unforgettable travel experiences suggests a company culture that values customer satisfaction, innovation, and global connectivity. The emphasis on "explorers" and "journeys" indicates a vibrant, potentially dynamic work environment. The specific mention of "operations" within the UX Research team's mission points to a company that invests in efficient, scalable processes to support its growth.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior to Senior level, evidenced by the 5+ years of experience requirement and the responsibility for designing and maintaining core operational infrastructure. It's a strategic role focused on enabling the broader UX Research function, rather than a hands-on researcher role.

Reporting Structure: The role sits within the Research Programs & Operations function, likely reporting to a Head of UX Research, Director of Product Operations, or a similar senior leadership position within the Product or UX organization.

Operations Impact: The primary impact of this role is on the efficiency, scalability, and effectiveness of the entire UX Research practice. By building robust systems and processes, this position indirectly influences product development decisions, enhances user trust, and ensures that business strategies are informed by solid user insights, ultimately contributing to GetYourGuide's commercial success and customer satisfaction.

Growth Opportunities:

• Specialization: Deepen expertise in UX Research Operations, AI in research, knowledge management, or specific areas of research governance.

• Leadership: Potential to lead the Research Programs & Operations function, manage a team, and define the strategic direction for research infrastructure.

• Cross-Functional Impact: Expand influence across Product, Design, Engineering, and Business teams, potentially moving into broader Product Operations or GTM Operations roles.

• Skill Development: Opportunities for continuous learning through personal growth budgets, mentorship, and exposure to cutting-edge research tools and methodologies.

📝 Enhancement Note: The "Programs & Operations" title within UX Research signifies a specialized career path. Growth potential lies in becoming a subject matter expert in research infrastructure, scaling operations, or moving into broader operational leadership roles within the tech organization. The emphasis on influencing senior stakeholders suggests a path towards strategic program leadership.

🌐 Work Environment

Office Type: GetYourGuide operates with a hybrid working model, requiring 3 days of in-office collaboration per week in their Zurich office. This suggests a modern, collaborative office space designed to facilitate teamwork, brainstorming, and cross-functional interaction.

Office Location(s): The role is based in Zurich, Switzerland, a major European hub for technology and innovation, offering a vibrant urban environment.

Workspace Context:

• The hybrid model fosters a balance between focused individual work and collaborative team activities.

• The office environment likely provides access to necessary tools, technology, and collaborative spaces to support the operational and strategic aspects of the role.

• Opportunities for direct interaction with UX Researchers, Product Managers, Designers, and other cross-functional partners are a key aspect of the in-office days, crucial for understanding operational needs and driving adoption.

Work Schedule: A standard full-time work week is expected, with the hybrid model providing flexibility in terms of location for two days of the week. This structure supports the need for deep work and strategic planning inherent in operations roles, while also ensuring team cohesion and knowledge sharing through in-office presence.

📝 Enhancement Note: The hybrid model is a key differentiator, offering flexibility while emphasizing in-person collaboration for strategic initiatives and team building. This environment is suited for operations professionals who can manage their time effectively across remote and in-office settings.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application, focusing on experience in UX Research, Program Management, and Operations.

• Hiring Manager Interview: A deeper dive into your experience, focusing on your ability to build research systems, manage operations, and influence stakeholders. Expect questions about your approach to AI in research workflows.

• Skills Assessment/Case Study: You may be asked to present a case study from your portfolio demonstrating your experience in designing or improving research operations, or a practical exercise related to process design or problem-solving.

• Team/Cross-Functional Interviews: Meetings with potential peers and cross-functional partners (e.g., UX Researchers, Product Managers) to assess collaboration style, technical understanding, and cultural fit.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and overall fit within GetYourGuide's GTM and Product organizations.

Portfolio Review Tips:

• Focus on Operations: Curate case studies that specifically highlight your experience in building, scaling, or optimizing research operations, systems, or programs.

• Quantify Impact: Clearly articulate the problem, your solution (the operational system or process), and the measurable outcomes (e.g., increased efficiency, reduced costs, faster insight delivery, improved decision quality).

• Showcase Systems Thinking: Demonstrate your ability to design end-to-end workflows, manage complexity, and integrate different tools and processes.

• Highlight AI/Automation Experience: If you have experience with AI-assisted workflows, be prepared to detail your contributions and the impact.

• Stakeholder Influence: Include examples where you successfully influenced senior stakeholders or drove adoption of new operational processes.

Challenge Preparation:

• Be ready to discuss how you would approach designing or improving a specific aspect of UX research operations at GetYourGuide.

• Prepare to articulate your understanding of research ethics, data privacy, and accessibility within an operational context.

• Practice presenting your portfolio case studies concisely, focusing on the strategic and operational aspects of your work.

• Research GetYourGuide's products and user base to tailor your responses and demonstrate commercial understanding.

📝 Enhancement Note: The emphasis on "building systems," "AI-assisted workflows," and "turning evidence into decisions at scale" suggests that interviewers will probe deeply into your operational and strategic program management capabilities, not just your research execution skills. Your portfolio should reflect this operational focus.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Tools for user interviews, surveys, usability testing (e.g., UserTesting.com, Lookback, Maze, Qualtrics, SurveyMonkey).

• Knowledge Management Systems: Platforms for organizing, storing, and retrieving research findings and insights (e.g., Dovetail, Notion, Confluence, Airtable).

• Recruitment & Panel Management Tools: Systems for managing participant databases, scheduling, and communication (e.g., specialized recruitment software, CRMs, or custom-built solutions).

• AI & Automation Tools: Potentially for tasks like transcription analysis, sentiment analysis, participant screening automation, or workflow orchestration.

Analytics & Reporting:

• Data Visualization Tools: For creating dashboards and reports on research operations metrics and insights (e.g., Tableau, Power BI, Looker Studio).

• Spreadsheet Software: Advanced proficiency in Excel or Google Sheets for data manipulation and analysis.

CRM & Automation:

• CRM Systems: Familiarity with CRM principles for managing participant data and consent (e.g., Salesforce, HubSpot, or internal systems).

• Workflow Automation Tools: Experience with tools that can automate tasks and orchestrate processes (e.g., Zapier, Make/Integromat, or enterprise-level workflow engines).

• Collaboration Suites: Proficiency in tools like Slack, Microsoft Teams, and Google Workspace for communication and project management.

📝 Enhancement Note: The role requires a broad understanding of the UX research tech stack, with a specific emphasis on tools and systems that support operational efficiency, knowledge management, and participant recruitment at scale. Experience with AI applications in research operations is a significant plus.

👥 Team Culture & Values

Operations Values:

• Data-Driven Decisions: A strong commitment to using evidence and data to inform operational strategies and improvements.

• Efficiency & Scalability: A continuous drive to optimize processes and systems to handle increased volume and complexity without sacrificing quality.

• Collaboration & Partnership: Fostering strong relationships with cross-functional teams to ensure research insights are integrated effectively into product development and business strategies.

• Innovation & Forward-Thinking: Embracing new technologies, like AI, and methodologies to enhance research operations and stay ahead of industry trends.

• User-Centricity: Ensuring that all operational processes and systems ultimately serve the goal of understanding and improving the user experience.

Collaboration Style:

• Proactive & Consultative: Engaging with stakeholders early to understand their needs and advise on best practices for research operations.

• Transparent & Communicative: Clearly sharing information about operational processes, tool capabilities, and research findings.

• Empowering: Building systems and providing training that enables other teams to leverage research effectively.

• Cross-Functional Integration: Working closely with Product, Design, Engineering, and Marketing to ensure seamless integration of research operations and insights.

📝 Enhancement Note: The values emphasize operational excellence, innovation, and cross-functional partnership. Candidates should be prepared to discuss how they embody these values in their day-to-day work and how they drive operational improvements that align with GetYourGuide's broader business objectives.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Operations: Ensuring research infrastructure can effectively support a growing product and user base without compromising quality or introducing bottlenecks.

• Integrating AI: Successfully implementing and scaling AI-assisted workflows while addressing ethical considerations, accuracy, and user adoption.

• Stakeholder Alignment: Garnering buy-in and driving adoption of new operational processes or tools across diverse teams with varying priorities.

• Vendor Management Complexity: Navigating contracts, negotiations, and performance management with multiple research tool vendors.

• Measuring Operational Impact: Defining and tracking KPIs that clearly demonstrate the value and ROI of research operations initiatives.

Learning & Development Opportunities:

• Specialized Training: Access to personal growth budgets for courses, certifications, or workshops in areas like AI in research, advanced program management, or specific operational tools.

• Industry Exposure: Opportunities to attend relevant conferences or webinars to stay abreast of the latest trends in UX research operations and AI.

• Mentorship: Guidance from experienced leaders within GetYourGuide's Product and Operations teams.

• Leadership Development: Potential to take on more strategic responsibilities, lead projects, and develop leadership skills within a growing tech company.

📝 Enhancement Note: The challenges highlight the dynamic nature of operations roles in a growing tech company. The growth opportunities are strong, offering pathways for specialization, leadership, and continuous professional development, particularly in the rapidly evolving field of AI in research.

💡 Interview Preparation

Strategy Questions:

• How would you design or enhance a knowledge management system for UX research findings to ensure scalability and accessibility for cross-functional teams?

• Describe your approach to implementing AI-powered workflows within a UX research team. What are the key considerations for participant recruitment, synthesis, and ethical usage?

• How do you measure the success and ROI of research operations initiatives, and what KPIs would you prioritize for this role at GetYourGuide?

• Walk me through a time you had to influence senior stakeholders to adopt a new operational process or technology. What was your strategy, and what was the outcome? Company & Culture Questions:

• Based on your understanding of GetYourGuide, what do you see as the biggest operational challenges for its UX Research team, and how would you address them?

• How do you ensure research ethics and data privacy (e.g., GDPR) are integrated into operational processes for participant recruitment and data handling?

• Describe a time you had to manage a complex vendor relationship or negotiate a contract for research tools. What was your approach?

• How do you approach building relationships and fostering collaboration with product managers, designers, and engineers to ensure research insights are effectively utilized? Portfolio Presentation Strategy:

• Structure: Organize your presentation around 2-3 key projects that demonstrate your expertise in research operations, system design, or program management. For each project, clearly state the problem, your operational solution, the tools/processes used, and the measurable impact.

• Focus on Operations: Emphasize the "how" – how you built, scaled, or optimized processes and systems. Highlight your role in driving efficiency, improving quality, or enabling better decision-making.

• Quantify Results: Use data and metrics wherever possible to showcase the tangible benefits of your work (e.g., "reduced recruitment time by 30%", "increased insight retrieval rate by 40%", "enabled X number of teams to conduct Y research studies").

• AI/Automation Examples: If applicable, dedicate a portion to illustrating your experience with AI in research operations, detailing the specific applications and outcomes.

• Conciseness: Be prepared to present your portfolio within a set timeframe, focusing on the most impactful aspects of your experience.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strategic understanding of operations, a proactive approach to problem-solving, and the ability to translate operational improvements into business value. Expect scenario-based questions and deep dives into your past operational projects.

📌 Application Steps

To apply for this UX Researcher, Programs & Operations position:

• Submit your CV/resume in English through the provided application link on the GetYourGuide careers page.

• Portfolio Customization: Curate your portfolio to prominently feature case studies that highlight your experience in building, scaling, and optimizing UX research operations, systems, and programs. Quantify the impact of your work with specific metrics.

• Resume Optimization: Tailor your resume to emphasize keywords related to UX Research Operations, Program Management, AI-assisted workflows, knowledge management, participant recruitment, vendor management, and stakeholder influence. Clearly articulate your achievements in these areas.

• Interview Preparation: Thoroughly research GetYourGuide's products, mission, and values. Prepare to discuss specific examples of how you've applied operational strategies to drive research impact and business outcomes, especially focusing on scalability and AI applications. Practice articulating your portfolio case studies concisely and effectively.

• Company Research: Explore the 'how we hire' and 'life at GetYourGuide' sections on their careers website to understand their culture, hiring process, and expectations for candidates. Prepare thoughtful questions to ask the interviewers about the role, team, and operational challenges.

⚠️ 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.