About the Role
As a Senior CX/UX Researcher, you will lead complex user research, playing a crucial role in driving product improvements and strategic decisions. You will work with greater autonomy, leveraging your growing expertise to influence the design process and ensure our products meet the needs and expectations of our users.
This role is a strategic individual-contributor position responsible for ensuring customer, product, competitive, market and user experience insights directly inform product strategy, design, and delivery, particularly in areas where artificial intelligence plays a central role.
A key strategic facet is providing insights and strategic recommendations for AI-enabled products within Netherlands Tax and Accounting (TAA). This role will report to Lead UX Researcher TAA - Europe West, and in a hybrid role, work with Product and Design team members in the Hovelaken Office.
Responsibilities
•Lead the planning and execution of strategic user research initiatives, employing a variety of generative and evaluative research methods that can shape Product and Experience strategy.
•Analyse evidence, research, competitor and usage data to identify key (actionable) insights, emerging needs, and trends.
•Create and develop research roadmaps and strategies aligned with product priorities.
•Present strategic findings, recommendations and insights to cross-functional teams and stakeholders that inform product decisions.
•Provide guidance to peers and assist in democratising research and evidence-informed decision-making for product direction and strategy.
•Integrate user feedback into product discovery, experimentation, design and development processes.
•Collaborate with product managers and cross functional teams to prioritize research findings into opportunity areas, hypotheses and roadmap inputs.
•Maintain and refine user research methodologies and best practices locally and with Research Operations where required.
Requirements
•Substantial professional experience in user research, UX strategy, experience strategy, service design or product discovery within complex product or service environments.
•Degree in a relevant discipline (Design, HCI, Behavioural Sciences, or related field) or equivalent relevant experience with advanced UX certification or training. Master's degree preferred.
•5+ years in a User Research role for digital solutions, with demonstrated leadership in research planning and execution.
•Advanced Research Methods: Proficient in a wide range of research methods, including but not exclusively, reporting outputs such as:
•Jobs-to-be-Done (JTBD)
•End-to-end user journeys
•Workflow maps highlighting automation opportunities.
•Evidence Synthesis: Ability to synthesise complex data into actionable insights and strategic recommendations.
•Project Management: Skills to manage and lead research projects and evidence priorities.
•Stakeholder Communication: Strong ability to communicate evidence, and strategic recommendations to stakeholders.
•Mentoring: Capability to mentor junior team members and Product teams (where appropriate).
•Strategic Thinking: Aptitude for connecting customer evidence with product direction, customer value and business priorities.
•Best Practices Adherence: Knowledge of industry best practices in UX research.
•Experience evaluating/researching emerging user interaction patterns and impacting product strategy for AI and Agentic solutions.
AI literacy
•Use AI-assisted data analysis techniques to accelerate synthesis of qualitative and quantitative research data (e.g., clustering themes, identifying patterns across large datasets, and surfacing emerging signals).
•Critically assess AI-generated insights for bias, validity, explainability, and alignment with user needs, regulatory constraints, and ethical principles.
•Provide guidance to stakeholders on where AI meaningfully enhances research.
•Explore AI-supported persona development and segmentation approaches to generate and evolve evidence-based user archetypes grounded in behavioural, attitudinal, and contextual data.
•Contribute to the exploration and use of AI-enabled journey mapping and experience modelling approaches (e.g., scenario simulation, agent-based representations, or dynamic journey artifacts) to help product teams reason about complex, multi-step user workflows.
•When required, work with Research Operations on behalf of Netherlands Product, Design, and Engineering to evaluate and shape the use of AI systems that support research operations, customer intelligence, and experience measurement.
Preferred
•Experience in a B2B environment working on enterprise solutions.
•Knowledge of Tax & Accounting solutions and customer workflows.
What month 1 looks like
Onboarding, meeting the team, research stakeholder needs and priorities.
What month 2 looks like
Your first project takes shape, researching and sharing early insights for use of agentic AI in one of Netherlands key Tax Products.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
