Senior CX/UX Researcher

Description

About Wolters Kluwer

For 180 years, Wolters Kluwer has been dedicated to supporting and facilitating the work processes of experts and businesses with innovative solutions. To achieve our vision, we rely on our more than 20,000 colleagues worldwide. We are a technology-oriented international company specializing in professional information, software, and services. Our success is built on intelligent thinking and attentive listening.

Responsibilities

• As a Senior CX/UX Researcher supporting Enablon, you will help product teams make informed decisions about complex enterprise products and the operational and safety workflows they support.
• This role combines hands-on research with enabling others to learn directly from customers and users. You will personally lead and execute studies while helping Product Managers, Designers, and Engineers develop the skills and confidence to contribute to research and apply evidence responsibly.
• You will combine customer site visits, remote and online research, and quantitative evidence from product telemetry. Working with product teams, you will establish regular learning cycles that inform discovery, design, and improvements to live products.
• Enable better product decisions
• Translate research into clear recommendations on customer value, usability, and adoption, connecting these findings to wider product and business decisions.
• Help teams prioritize problems, test assumptions, and make timely, evidence-based trade-offs under uncertainty.
• Work with Product and Engineering to assess the business and technical implications of customer and user needs.
• Drive continuous and targeted research
• Own research end to end, from problem framing and participant recruitment to data collection, analysis, and recommendations.
• Conduct customer site visits, contextual interviews, and observation to understand real work, including frontline users, working conditions, and operational constraints.
• Conduct remote and online interviews, usability studies, and surveys; select methods and depth to suit the question, decision, and risk.
• Use telemetry to understand behavior and measure outcomes
• Use product telemetry to investigate adoption, task completion, workflow friction, and differences between user groups; combine observed behavior with what people report.
• Partner with Product, Engineering, and analytics colleagues to define useful research questions, events, and measures, and identify gaps in instrumentation or data quality.
• Use quantitative evidence to prioritize further research and evaluate changes after release, accounting for data limitations and avoiding unsupported causal conclusions.
• Operate as a strategic research partner
• Align with Product, Design, and Engineering on priority questions, research scope, and the decisions evidence needs to support.
• Embed regular customer contact and focused learning cycles into product work, from early discovery through post-release evaluation.
• Help teams evaluate product opportunities and distinguish the needs of buyers, administrators, and end users.
• Enable teams to learn from customers
• Help Product Managers, Designers, and Engineers participate in site visits, interviews, usability studies, and synthesis.
• Develop practical research skills through joint studies, feedback, workshops, and reusable guides, helping teams choose methods and interpret findings responsibly.
• Help teams conduct appropriate studies independently, with proportionate support and review; lead research that requires specialist expertise or addresses greater uncertainty.
• Strengthen research systems and ways of working
• Establish practical approaches to recruitment, synthesis, and knowledge sharing, including access to participants beyond office-based roles.
• Work with customer-facing colleagues to sustain customer relationships, research panels, and feedback loops.
• Maintain appropriate standards for research quality, consent, privacy, and responsible handling of customer and user data.
• Synthesize and communicate effectively
• Connect qualitative findings, telemetry, and support data into clear recommendations, explaining limitations and conflicting signals.
• Share findings throughout research so teams can act on emerging evidence and understand what remains uncertain.
• Keep evidence accessible and reusable, and help teams record how findings inform priorities and product changes.
• Use AI and emerging technologies responsibly
• Use AI and other tools to improve research preparation, analysis, synthesis, and knowledge retrieval while maintaining confidentiality and rigor.
• Validate outputs against source evidence and help colleagues apply these tools responsibly.

Requirements

• A degree in a relevant field or equivalent practical experience.
• At least five years of relevant research experience in a product or innovation environment, with evidence of independently leading studies.
• Professional proficiency in written and spoken English is required, including the ability to conduct research, facilitate discussions, and communicate findings clearly.
• Strong exploratory and evaluative research skills, including qualitative data collection, observation, interviews, and usability testing in person and remotely.
• Ability to translate research into recommendations that influence product decisions and customer or user outcomes.
• Experience working closely with Product, Design, and Engineering in iterative product development.
• Strong analytical and synthesis skills, including practical experience interpreting product telemetry and combining quantitative and qualitative evidence.
• Professional proficiency in written and spoken English is required, including the ability to conduct research, facilitate discussions, and communicate findings clearly.
• Clear communication, facilitation, and stakeholder management skills, including experience helping colleagues develop research skills.
• Ability to work autonomously, prioritize research, and build trusted relationships across teams and with customers.
• Travel is required as part of this role, including occasional visits to customer sites for research and to company offices for larger team meetings and collaboration.
• Additional Qualifications (Preferred)
• Experience researching B2B or enterprise software, particularly industrial, operational, or regulated environments.
• Experience working with product analytics tools and defining instrumentation requirements with engineering or analytics colleagues.
• Experience researching products incorporating AI or advanced automation.
• Experience establishing continuous discovery practices across multiple product teams.
• Ability to quickly develop an understanding of complex domains and the needs of different user groups.
• What Success Looks Like
• Product decisions and priorities are visibly informed by customer and user evidence.
• Teams maintain regular customer contact through site visits and remote research, with learning integrated into product work.
• Colleagues develop the skills to conduct appropriate research and apply findings with increasing independence.
• Qualitative research and telemetry together guide improvements and help teams evaluate their effects.
• Teams can explain how research informed changes and what evidence indicates better customer or user outcomes.