UX Researcher / UX Insights Specialist – CSAT & UX KPIs (d/f/m)

📍 Job Overview

Job Title: UX Researcher / UX Insights Specialist – CSAT & UX KPIs (d/f/m)

Company: mobile.de GmbH

Location: Berlin, Germany

Job Type: Regular (Full-Time)

Category: UX Research & Customer Insights

Date Posted: May 15, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Drive the collection, analysis, and actionability of customer satisfaction data, focusing on CSAT, CES, and NPS metrics for both dealer and consumer segments.

• Translate complex qualitative feedback and quantitative UX KPIs into clear, prioritized insights and strategic recommendations for product and design teams to enhance user experience.

• Own the end-to-end CSAT reporting process, including monthly and quarterly reports, synthesizing themes, friction points, and emerging patterns from diverse feedback channels.

• Collaborate closely with Product Managers, UX Designers, and other stakeholders to influence product decisions, inform experiments, and validate user needs through data-driven evidence.

📝 Enhancement Note: This role is critical for establishing clear ownership of customer satisfaction and related UX KPIs, directly impacting company health reporting and strategic decision-making. The emphasis on translating "messy, qualitative feedback" into actionable stories and triangulating "say" with "do" highlights a sophisticated approach to user insights beyond basic reporting.

📈 Primary Responsibilities

• Lead the day-to-day tracking, analysis, and interpretation of customer satisfaction signals (CSAT, CES, NPS), identifying shifts and required interventions.

• Independently synthesize large volumes of qualitative feedback from open-ended survey responses and other sources into clear, prioritized narratives for product and UX teams.

• Optimize existing survey tools and methodologies, ensuring the generation of valid, reliable results and useful outputs for both continuous tracking and in-depth exploration.

• Develop and maintain professional reporting formats, including dashboards and insight summaries, to communicate UX health and user pain points effectively to various stakeholders, including executive leadership.

• Act as a strategic partner to Product and UX teams, providing evidence-based insights to highlight specific improvement opportunities, inform experiment design, and justify deeper research initiatives.

• Triangulate data from user feedback (surveys) with behavioral analytics from tools like Google Analytics to build a comprehensive understanding of the user journey and identify areas of friction.

• Manage and improve user feedback channels, including maintaining an enhancement backlog, partnering with cross-functional teams on automation opportunities, and coordinating with external vendors.

• Explore and leverage AI-assisted tools for efficient categorization and summarization of high volumes of open-ended feedback, enhancing the speed and depth of insight generation.

📝 Enhancement Note: The responsibilities emphasize a proactive and strategic approach to customer insights, moving beyond passive data collection to actively driving product improvements and influencing strategic direction. The mention of "AI-assisted tools" and "behavioral analytics" points towards a modern, technology-driven approach to UX research.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Psychology, Human-Computer Interaction, Sociology, Statistics, Marketing, or a related field is typically expected for this level of UX research role.

Experience: 3+ years of professional experience in UX Research, Customer Insights, Market Research, or a comparable role with a proven track record in analyzing user feedback and satisfaction metrics.

Required Skills:

• Core Experience: 3+ years in UX Research, Customer Insights, or a related field.

• Survey Design & Analysis: Strong background in designing effective surveys and analyzing written survey feedback.

• CSAT / UX KPI Expertise: Proven experience working with satisfaction metrics (CSAT, CES, NPS) and interpreting them in the context of product performance.

• Advanced Synthesis: Demonstrated ability to independently analyze large, unstructured qualitative data and translate it into clear, actionable insights and stories.

• Methodological Proficiency: Solid understanding of survey design principles, sampling techniques, and the impact of question phrasing on data quality.

• Stakeholder Communication: Excellent presentation skills with the ability to communicate complex findings simply and practically to diverse audiences including designers, product managers, and leadership.

• Data Triangulation: Ability to connect qualitative feedback with quantitative behavioral data to form a holistic view of user experience. Preferred Skills:

• Product Analytics Tools: Familiarity with tools like Google Analytics for analyzing user behavior.

• Dashboarding Tools: Experience managing and updating reports in platforms such as Power BI or Looker.

• AI-Assisted Tools: Experience or strong curiosity in leveraging AI for qualitative data analysis (e.g., text summarization, categorization).

• Cross-functional Collaboration: Proven ability to partner effectively with product, design, engineering, and marketing teams.

• Automotive Marketplace Knowledge: Understanding of the online automotive marketplace dynamics and user needs is a plus.

📝 Enhancement Note: The requirement for "3+ years" aligns with a mid-level position. The emphasis on synthesizing "messy, qualitative feedback" and combining "say" with "do" suggests a need for strong analytical and storytelling abilities in addition to methodological rigor. The mention of specific tools like Power BI and Looker indicates a preference for candidates with practical dashboarding experience.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong understanding of survey design best practices, including examples of well-crafted questionnaires and rationale behind question phrasing.

• Showcase case studies of how you've analyzed qualitative feedback (e.g., open-ended survey responses, user interviews) to derive actionable insights and drive product improvements.

• Present examples of CSAT, CES, or NPS reporting, illustrating how you've synthesized trends, identified friction points, and communicated these to stakeholders.

• Include examples of dashboards or reports you've created to visualize UX KPIs and user satisfaction data, demonstrating clarity and impact for different audiences.

• Highlight projects where you've successfully triangulated qualitative feedback with quantitative behavioral data to inform product decisions. Process Documentation:

• Illustrate your process for developing and refining user satisfaction surveys, from defining objectives to question design and validation.

• Detail your methodology for synthesizing and prioritizing insights from large volumes of qualitative feedback, including any tools or techniques used.

• Showcase your approach to creating and managing recurring reports and dashboards for UX KPIs and customer satisfaction, including how you ensure data accuracy and accessibility.

• Provide examples of how you've collaborated with product and design teams to translate insights into concrete product actions or further research plans.

📝 Enhancement Note: For a UX Insights role focused on CSAT and KPIs, a portfolio should clearly articulate the candidate's ability to not just collect data, but to transform it into a compelling narrative that drives concrete business and product outcomes. Emphasis should be placed on the "so what?" and "now what?" of the insights generated.

💵 Compensation & Benefits

Salary Range: For a mid-level UX Researcher/Insights Specialist with 3+ years of experience in Berlin, Germany, a competitive salary range is estimated to be between €55,000 and €75,000 annually. This range considers the experience level, the specific skill set (UX research, CSAT analysis, data synthesis), and the cost of living and typical compensation standards in Berlin's tech sector.

Benefits:

• Rewards: Competitive base salary and participation in the company’s incentive programs.

• Retirement Planning: Company pension scheme in addition to statutory retirement insurance.

• Team & Social: Regular team and company events for networking and collaboration.

• Learning & Development: Access to coaching, learning platforms, and resources, along with a dedicated development budget.

• Commuting: Monthly transportation allowance.

• Work Environment: Well-equipped office with dedicated workspace and social zones for relaxation and connection.

• Flexibility: Hybrid working model with the option to work abroad for a set number of days per year.

• Wellbeing: Confidential employee assistance and support services for employees and their immediate families.

• Family Support: Enhanced parental leave and family-friendly policies.

Working Hours: The role is based on a standard 40-hour work week, with flexibility offered through the hybrid work arrangement.

📝 Enhancement Note: The salary estimate is based on typical mid-level UX research roles in major German tech hubs like Berlin, factoring in the specific responsibilities outlined. The comprehensive benefits package is directly pulled from the provided description, highlighting areas valuable to professionals seeking work-life balance and growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Automotive Marketplace (Online Classifieds). mobile.de is Germany's largest online platform for vehicles, operating within the broader digital classifieds sector, a segment of the e-commerce and technology industry. This context means the company is data-driven, focused on user experience for both buyers and sellers, and operates in a competitive, fast-paced digital environment.

Company Size: mobile.de is part of Adevinta, a global leader, and is described as having a significant presence in Germany with over 1.6 million listed vehicles and over 140 million monthly visits. This indicates a large, established organization with substantial operational complexity and a mature product offering.

Founded: Founded in 1996, mobile.de has a long history in the online classifieds space, evolving significantly over the years. This longevity suggests stability, adaptability, and a deep understanding of its market.

Team Structure:

• The UX Researcher/Insights Specialist will join the UX Strategy & Excellence team. This team likely comprises other UX researchers, UX designers, content strategists, and potentially UX engineers, all focused on elevating the user experience across mobile.de's platform.

• This role will report into a lead or manager within the UX function, with strong collaborative ties to Product Management, UX Design, and potentially Data Analytics teams.

• Cross-functional collaboration is key, involving regular interaction with product managers, designers, engineers, and potentially marketing and customer support teams to gather feedback and disseminate insights. Methodology:

• The team likely employs a mix of qualitative and quantitative methodologies, with a strong emphasis on data-driven decision-making.

• Workflow planning and optimization will revolve around identifying user pain points and opportunities for improvement based on CSAT, UX KPIs, and behavioral data.

• Automation and efficiency practices are encouraged, particularly in handling large volumes of feedback and in reporting, with an explicit mention of exploring AI-assisted workflows.

Company Website: https://mobile.de/

📝 Enhancement Note: The company's position as Germany's largest vehicle marketplace implies a significant user base and complex platform. The UX Strategy & Excellence team structure suggests a dedicated focus on user-centricity, and the mention of AI and automation indicates a forward-thinking approach to operations and research.

📈 Career & Growth Analysis

Operations Career Level: This is a mid-level role, positioned to bring immediate value through established skills in UX research, CSAT analysis, and stakeholder communication. It serves as a crucial link between raw user feedback and strategic product direction.

Reporting Structure: The role reports into the UX Strategy & Excellence team, likely to a UX Research Lead or Head of UX. This structure places the individual within a specialized function focused on user understanding, with direct collaboration lines to product and design leadership.

Operations Impact: The primary impact is on improving the user experience for both dealers and consumers by translating satisfaction data into actionable product improvements. This directly influences customer retention, platform adoption, and ultimately, the company's overall health and market leadership. Insights generated will be presented to executive leadership and potentially the board, highlighting the strategic importance of this role.

Growth Opportunities:

• Specialization: Deepen expertise in CSAT analysis, survey methodology, and behavioral analytics, potentially becoming a subject matter expert within the company.

• Skill Expansion: Develop advanced capabilities in areas like predictive analytics, AI-driven insights, and experimental design, supported by the company's focus on AI and continuous learning.

• Leadership Potential: Progress into senior UX research roles, team lead positions within UX, or transition into product management or strategy roles by leveraging deep user understanding and cross-functional influence.

• Cross-functional Exposure: Gain broader business acumen by working closely with product, engineering, marketing, and business intelligence teams.

📝 Enhancement Note: The role offers a clear path for growth from a mid-level specialist to a senior contributor or leader, with opportunities to expand into emerging areas like AI in research and to gain broader business insights from its strategic position.

🌐 Work Environment

Office Type: The company offers a hybrid work model, suggesting a blend of remote work and in-office presence. The office is described as "well-equipped" and supports both focused work and teamwork.

Office Location(s): The primary office location is Berlin, Germany, specifically in Berlin-Charlottenburg. This is a well-connected urban area, likely offering good public transport links and amenities.

Workspace Context:

• The office environment is designed to foster both focused work and collaborative teamwork, with inviting social zones for relaxation and connection. This suggests a balanced approach to productivity and employee well-being.

• The role will have access to necessary tools and technology, including potential for experimentation with AI tools, and likely standard office equipment and software.

• Opportunities for interaction will exist through formal team meetings, cross-functional project work, and informal "social zones" within the office, facilitating knowledge sharing and team cohesion.

Work Schedule: A standard 40-hour work week is implied, with flexibility provided by the hybrid work arrangement. This allows for effective management of continuous tracking responsibilities while maintaining a healthy work-life balance.

📝 Enhancement Note: The hybrid model and emphasis on both focused work and social zones indicate a modern workplace designed to support diverse working styles and promote employee engagement. The Berlin location is a significant draw for tech professionals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review your application and resume, focusing on your experience with UX research, CSAT, and qualitative data synthesis. Be prepared to briefly articulate your most relevant achievements.

• First Interview (Hiring Manager/Team Member): This interview will delve deeper into your experience with survey design, CSAT/UX KPI analysis, and your approach to synthesizing qualitative feedback. Expect behavioral questions about how you've handled complex data and communicated insights.

• Portfolio Presentation/Case Study: You will likely be asked to present a case study from your portfolio showcasing a project where you analyzed user feedback (especially CSAT-related) and translated it into actionable insights. Focus on your process, the challenges, your methodology, and the impact of your findings.

• Stakeholder Interview(s): Interviews with potential peers or cross-functional partners (e.g., Product Manager, UX Designer) to assess your collaboration style, communication skills, and ability to influence product decisions.

• Final Interview: Potentially with a senior leader to discuss strategic alignment, cultural fit, and long-term career aspirations.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the problem you were trying to solve, your research process, the key insights you uncovered, and the tangible outcomes or recommendations that resulted. Quantify impact where possible (e.g., "identified X friction points leading to recommendations for Y feature improvements").

• Showcase Synthesis: Demonstrate your ability to take large amounts of "messy" qualitative data and distill it into a clear, prioritized story. Use examples of how you've structured feedback themes and identified underlying user needs.

• Highlight CSAT/KPI Expertise: Include specific examples of how you've worked with CSAT, NPS, or CES data, explaining how you interpreted scores and connected them to user behavior or product issues.

• Presentation Clarity: Ensure your presentation is well-structured, easy to follow, and visually appealing. Practice explaining your process and findings concisely.

• Tool Proficiency: Be ready to discuss your experience with relevant tools, especially survey platforms, analytics tools (like Google Analytics), and dashboarding software (like Power BI or Looker).

Challenge Preparation:

• Be prepared for a hypothetical scenario where you're given a dataset of user feedback (e.g., open-ended survey responses) and asked to identify key themes and propose next steps for product improvement.

• Practice articulating your thought process on how you would approach analyzing this data, prioritizing findings, and communicating recommendations.

• Consider how you would connect qualitative feedback to potential behavioral patterns on a website like mobile.de.

📝 Enhancement Note: The interview process description is structured to guide candidates through typical stages for a UX research role, emphasizing the portfolio's importance and providing tactical advice for preparation, especially around data synthesis and impact articulation.

🛠 Tools & Technology Stack

Primary Tools:

• Survey Platforms: Experience with tools for designing, distributing, and collecting survey data (e.g., SurveyMonkey, Qualtrics, Typeform, or internal tools).

• Qualitative Analysis Tools: Proficiency in methods and potentially tools for analyzing large volumes of open-ended text feedback, including AI-assisted summarization and categorization tools.

• AI-Assisted Analysis: Ability to use or experiment with AI tools for efficient data processing, summarization, and theme extraction from qualitative feedback.

Analytics & Reporting:

• Product Analytics: Familiarity with behavioral analytics tools such as Google Analytics to understand user journeys and website interaction patterns.

• Dashboarding Tools: Experience in managing and updating reporting dashboards in platforms like Power BI or Looker to visualize UX health and user pain points.

• Reporting Software: Proficiency in creating clear, concise reports and insight summaries for various stakeholders.

CRM & Automation:

• While not explicitly a CRM role, understanding how customer feedback integrates with CRM systems or customer data platforms is beneficial.

• Experience in process improvement and automation opportunities related to feedback loops and reporting pipelines.

📝 Enhancement Note: The tools listed are those mentioned directly or implied by the responsibilities. The emphasis on AI-assisted tools and modern dashboarding platforms reflects the role's forward-thinking nature.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user (both dealers and consumers) to drive product development and improvements.

• Data-Driven Decision Making: A strong reliance on quantitative and qualitative data to inform insights, prioritize initiatives, and measure impact.

• Collaboration & Partnership: A proactive approach to working with cross-functional teams (Product, Design, Engineering) to ensure insights are understood and acted upon.

• Continuous Improvement & Learning: An eagerness to refine methodologies, explore new tools (like AI), and stay abreast of industry best practices in UX research and insights.

• Impact & Ownership: Taking responsibility for the CSAT feedback loop and ensuring that user satisfaction is a key driver of business priorities.

Collaboration Style:

• Cross-functional Integration: Actively seeking opportunities to integrate UX insights into the workflows of product, design, and engineering teams. This involves sharing findings early and often, and participating in relevant team meetings.

• Process Review & Feedback: Engaging in a culture of constructive feedback, both giving and receiving, to continuously improve research processes and the quality of insights delivered.

• Knowledge Sharing: A willingness to share learnings, methodologies, and best practices within the UX Strategy & Excellence team and across other departments to foster a collective understanding of the user.

📝 Enhancement Note: The cultural values are inferred from the job description's emphasis on user focus, data, collaboration, and continuous learning, which are common in progressive tech companies with strong UX functions.

⚡ Challenges & Growth Opportunities

Challenges:

• Data Volume & Complexity: Effectively managing and synthesizing large volumes of qualitative feedback from diverse user segments (dealers, consumers) can be challenging.

  • Mitigation: Leverage AI-assisted tools, establish clear categorization frameworks, and prioritize ruthlessly.

• Translating Insights into Action: Ensuring that research findings lead to concrete product changes and improvements requires strong influence and communication skills.

  • Preparation: Develop compelling case studies, build strong relationships with product stakeholders, and focus on actionable recommendations.

• Triangulating Diverse Data Sources: Integrating survey data with behavioral analytics and other feedback channels to create a cohesive user story requires analytical rigor.

  • Guidance: Develop a strong understanding of available data sources and work closely with data analysts.

• Evolving AI Landscape: Staying current with AI tools and their effective application in UX research requires continuous learning and experimentation.

  • Approach: Dedicate time for learning, participate in industry discussions, and experiment with new tools in a controlled manner. Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in advanced survey design, qualitative analysis techniques, and behavioral data interpretation.

• Industry Exposure: Opportunities to attend industry conferences, webinars, and workshops focused on UX research, customer insights, and AI in product development.

• Mentorship & Leadership: Potential for mentorship from senior UX leaders and opportunities to develop leadership skills through project ownership and cross-functional influence.

• AI & Technology Integration: Hands-on experience with emerging AI tools for research and in-depth exposure to product analytics and dashboarding technologies.

📝 Enhancement Note: The challenges identified are typical for roles handling significant user feedback and aiming to drive product change. The growth opportunities highlight the potential for skill enhancement and career progression within the company.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to synthesize a large volume of qualitative feedback from a customer satisfaction survey. What was your process, what were the key themes you identified, and how did you communicate them to the product team?"

  • Preparation: Prepare a specific example where you took messy data and turned it into a clear narrative with actionable insights. Focus on your methodology and the impact.

• "How would you approach improving the CSAT survey for our dealer segment, considering their unique needs and platform usage?"

  • Preparation: Think about the mobile.de platform and potential pain points for dealers. Consider question phrasing, survey distribution, and how to measure satisfaction effectively for this user group.

• "Imagine you see a dip in CSAT scores for a specific feature. How would you investigate the root cause, and what steps would you take to influence product changes?"

  • Preparation: Outline a structured approach involving data triangulation (behavioral analytics, other feedback channels) and collaboration with product/design. Emphasize your influencing strategy. Company & Culture Questions:

• "Based on your understanding of mobile.de, what do you think are the biggest opportunities for improving user satisfaction on the platform?"

  • Preparation: Research mobile.de, its competitors, and common challenges in online marketplaces. Formulate thoughtful hypotheses about potential user pain points.

• "How do you ensure your UX insights are actionable and integrated into the product development lifecycle?"

  • Preparation: Discuss your experience working with product managers and designers, your communication strategies, and how you follow up on recommendations.

• "How do you stay updated on the latest trends in UX research, particularly concerning AI and data synthesis?"

  • Preparation: Mention specific resources, methodologies, or tools you use to continuously learn and adapt. Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, your methodology, the key findings, the recommendations, and the impact (quantified if possible).

• Showcase Synthesis Skills: Dedicate time to explaining how you synthesized qualitative data. This is a critical skill for this role. Use visuals if helpful to illustrate themes or patterns.

• Highlight CSAT/KPI Focus: Ensure at least one case study prominently features your work with CSAT, NPS, or other satisfaction metrics, demonstrating your ability to connect these scores to user behavior and product issues.

• Be Ready for Deep Dives: Anticipate questions about your methodology, data sources, challenges encountered, and alternative approaches you considered.

• Connect to mobile.de: Where possible, draw parallels between your past work and the challenges or opportunities at mobile.de.

📝 Enhancement Note: These interview questions are tailored to the specific requirements of the UX Researcher/Insights Specialist role, focusing on CSAT, qualitative synthesis, and cross-functional influence, with actionable preparation advice.

📌 Application Steps

To apply for this UX Insights position:

• Submit your application through the provided link on the mobile.de careers portal.

• Portfolio Customization: Tailor your portfolio to highlight your strongest examples of CSAT analysis, qualitative feedback synthesis, and driving product improvements. Ensure it clearly demonstrates your ability to translate data into actionable insights relevant to a large online marketplace.

• Resume Optimization: Update your resume to clearly list your experience with UX research methodologies, satisfaction metrics (CSAT, NPS, CES), qualitative data analysis, and relevant tools (Google Analytics, Power BI, Looker, AI tools). Quantify achievements whenever possible.

• Interview Preparation: Practice articulating your UX research process, especially your approach to synthesizing complex qualitative data, and prepare specific examples for behavioral and situational questions. Rehearse your portfolio presentation to ensure clarity and impact.

• Company Research: Thoroughly research mobile.de, its mission, its market position, and its user base (dealers and consumers). Understand their current product offerings and identify potential areas where user satisfaction insights could be most impactful.

⚠️ 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.

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