Key Skills

Job Description

TOPdesk is an international software company specializing in service management with 700 employees in 8 countries and 5,500 customers worldwide. For our Delft office, we are looking for a UX Researcher. Job Description Your environment As a UX Researcher, you'll conduct research across our product areas, exploring AI-powered features to build the next generation of ITSM platforms, while also keeping our research practice organized and running smoothly. You'll partner with UX Designers, Product Managers, and Engineers based in the Netherlands, Germany, and Hungary. You'll work closely with other UX Researchers and contribute to a shared research practice that spans the organization. Your work will span discovery and validation, helping teams decide what to build and whether it works. Your job Planning and execution of qualitative and quantitative research end-to-end, helping product teams understand user behaviors, needs, and pain points Selection and application of appropriate research methods for each question; including interviews, usability tests, surveys, and other qualitative and quantitative methods Collaboration with Product Managers and Designers throughout Generative and Evaluative research activities, from framing research questions to turning findings into decisions Recruitment of participants, moderation of sessions, and analysis of data into clear, actionable findings Presentation of research findings clearly to Product Managers, UX Designers, and Engineering teams Maintenance of research documentation and contribution to the shared research repository Contribution to ResearchOps; including participant recruitment processes, research tooling, documentation standards, and templates such as scripts and consent forms Support for lightweight research run by others (PMs, Designers) where appropriate, with the right guidance and guardrails Qualifications Your profile You have 2+ years of professional experience in UX research You have professional experience successfully planning and conducting end-to-end UX research studies using a variety of qualitative and quantitative methods You have a bachelor's or master's degree in Human-Computer Interaction, Psychology, Human Factors, Cognitive Science, Social Sciences, Anthropology, Design, or a related field; equivalent practical research experience is also accepted You plan and conduct qualitative and quantitative studies end-to-end and know when to apply a method to address the question at hand You collaborate well with Product Managers and Designers and can embed research into how teams work You have strong organizational instincts and are drawn to making research repeatable and well-documented, not just conducting it once You use AI tools to support your research workflow — e.g. for transcription or synthesis — while retaining ownership of research quality and verifying AI-generated outputs against the original data You care about participants and about ethical, compliant handling of research data You bring clear communication skills and can present findings succinctly to product teams You have a proactive mindset and a drive for continuous improvement in research practice You are fluent (C1) in English, ensuring clear communication across teams Strongly preferred: You are fluent (C1) in either German or Dutch, enabling effective collaboration in German-speaking and/or Dutch-speaking environments Nice to have: Foundational UX research training or certification, e.g. Nielsen Norman Group (NN/g), UXPA, or CPUX Additional Information Additional information Working at one of the best employers in the Netherlands. Contributing to an international, growing company. 10 to Grow: you get 10% of your gross full-time salary and 10% of your contractual working time to spend freely on your personal development. Energy left? Use 2.5% of your time for volunteer work. Above all, be yourself! Diversity, inclusivity and social responsibility are of paramount importance to us.

Core Responsibilities

The UX Researcher will plan and execute end-to-end qualitative and quantitative research to understand user behaviors and pain points for AI-powered ITSM platforms. They will collaborate with product teams to turn findings into actionable decisions and contribute to the organization's shared ResearchOps practice.

Requirements

Candidates need 2+ years of professional UX research experience and a degree in HCI, Psychology, or a related field. Fluency in English is required, with proficiency in German or Dutch strongly preferred.

Benefits

• 10% of gross full-time salary for personal development
• 10% of contractual working time for personal development
• 2.5% of time for volunteer work