Manager of UX Research

Meltwater; Canada; Hybrid; CAD 112,000 - 160,000; Full time

Benefits offered by this job

Flexible paid time off

Medical, dental, and vision options

CalmApp subscription for wellbeing

Hybrid work environment

Ongoing professional development

Job summary

Meltwater is seeking a Manager of UX Research to lead how we understand customers and measure the quality of our product experience across the Meltwater SaaS platform. You will mentor a researcher and collaborate with Product, Design, and Engineering to turn insights into roadmap priorities.

The role blends hands-on qualitative and quantitative methods with AI-enabled tooling and a metrics-driven approach to CES, CSAT, and usability, influencing senior leadership and strategic decisions.

Qualifications

• 8+ years of experience in UX/design research.
• 3+ years of people management experience.
• Experience in an enterprise SaaS environment with data-rich B2B products.
• Experience defining and reporting UX metrics (CES, CSAT, SUS, task success).
• Proficiency with UX research platforms and analytics tools.
• Hands-on experience with AI tools and LLM-based workflows for synthesis.
• Bachelor's degree required; advanced degree preferred.

Responsibilities

• Qualitative Research: Plan and conduct generative studies, including interviews, field research, usability testing, and diary studies.

Skills

UX research

Qualitative research

Quantitative research

Research operations

Stakeholder storytelling

Mentoring

Figma

Design systems

Education

Bachelor's degree

Advanced degree in HCI/psychology

Tools

UserTesting

Maze

Qualtrics

FullStory

Pendo

Amplitude

Figma

Job description

What We’re Looking For:

As the Manager of UX Research, you will lead how Meltwater understands its customers and measures the quality of its product experience. Reporting to the VP of Design or Product, you will be a strong IC leader and coach: running hands‑on qualitative and quantitative research while managing and mentoring a 1 researcher on our team. You will lead a research practice that combines rigorous methods, clear UX metrics, and AI-enabled tooling. You will turn insights into confident product and design decisions across the Meltwater SaaS platform.

What You’ll Do:

• Qualitative Research: Plan and conduct generative studies, including interviews, field research, usability testing, and diary studies, to uncover customer needs and pain points.
• Quantitative Research: Design and run surveys, experiments, and behavioral analyses, pairing product analytics (e.g., Full Story, Pendo, Amplitude) to baseline, track, size problems and recommend solutions.
• AI-Enabled Tooling and Operations: Scale our UX Research with AI tools for synthesis and analysis and self‑serve AI workflows, with human review for quality, bias, and privacy.
• UX Measurement and Reporting: Own the UX metrics framework and regular reporting on CES, CSAT, and ease of use, including UI and design‑system usability, and translate trends into clear recommendations for leadership.
• Research Ops and Democratization: Own and manage the process for multiple pillars and product Squads. Create templates, guardrails, and training so PMs and Product Designers can run lightweight research with confidence.
• Strategy Influence: Partner with Product, Design, and Engineering leaders to turn insights into roadmap priorities and present findings and recommendations to senior stakeholders.

What You’ll Bring:

• 8+ years of experience in UX/design research, including 3+ years managing people, with a current or recent team of 1–5.
• Proven case studies showing both qualitative and quantitative research and the business impact each drove.
• Strong organizational mindset. Proven ability to operationalize research and embed user‑centricity.
• Experience inside an enterprise SaaS company, ideally with complex, data‑rich B2B products.
• Experience defining and reporting UX metrics such as CES, CSAT, SUS, task success, and running competitive benchmarks.
• Proficiency with research platforms (e.g., UserTesting, Maze, Qualtrics, Full Story) and analytics tools.
• Hands‑on experience using AI tools and LLM-based workflows for research synthesis and analysis, with sound judgment on accuracy and privacy.
• Figma and design‑system fluency, and the ability to evaluate UI usability alongside designers and engineers.
• Strong storytelling and communication skills, with experience influencing senior stakeholders and product strategy.
• Bachelor’s degree required; advanced degree in HCI, psychology, human factors, or a related field preferred.

What We Offer:

• Flexible paid time off that allows you to have an enhanced work‑life balance
• Excellent medical, dental, and vision options
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters
• Energetic work environment with a hybrid work style, providing the balance you need
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career

Compensation Overview:

At Meltwater, we believe great impact deserves great reward. Our compensation approach is data‑driven, market‑informed, and built to scale with your growth. Our compensation frameworks are based on objective, gender‑neutral criteria in line with applicable pay transparency regulations.

For this role, the base salary range is $112,000 - $160,000 CAD per year. Compensation may also include a performance‑based bonus opportunity.

Actual offers are determined based on job‑related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long‑term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.

We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market‑aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.

Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

Our Story

The sky is the limit at Meltwater.

At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best‑in‑class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions.

Our award‑winning culture is our north star and drives everything we do - from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products - and making sure to celebrate our successes and have fun along the way.

We’re proud of our diverse team of 2,300+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to reach your goals.

So, in a nutshell, that’s Meltwater. We love working here, and we think you will too.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.

We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.