Senior User Researcher with Dutch

Wolters Kluwer TAA Europe Cloud Strategy & Operations C.V.; Hoevelaken; Hybrid; EUR 90,000 - 125,000; Full time

Job summary

Wolters Kluwer in the Netherlands seeks a Senior CX/UX Researcher to lead strategic user research that informs product strategy and AI-enabled solutions. The role emphasizes collaboration with Product and Design teams, shaping long-term roadmaps and discovery across complex enterprise products.

You will mentor teams, synthesize diverse data into strategic insights, and drive evidence-based decisions, with a hybrid work arrangement including the Hoevelaken office.

Qualifications

• 5+ years in a User Research role for digital solutions with leadership in research planning and execution.
• Proficient in a wide range of research methods including JTBD, end-to-end journeys, workflow maps.
• Evidence synthesis: translate complex data into actionable insights and strategy.
• Project management: lead research projects and set evidence priorities.
• Stakeholder communication: present findings and strategic recommendations.
• Mentoring: coach junior team members and product teams as needed.
• Strategic thinking: connect customer evidence to product direction and business priorities.
• Experience evaluating AI/agentic solutions and their impact on UX strategy.

Responsibilities

• Lead planning and execution of strategic user research initiatives across products and experiences.
• Analyse evidence from research, competitors, and usage data to identify actionable insights.
• Create research roadmaps aligned with product priorities and strategy.
• Present findings to cross-functional teams to inform product decisions.
• Provide guidance to teams to democratise research and evidence-informed decisions.
• Integrate user feedback into discovery, experimentation, design and development.
• Collaborate with product managers to translate findings into opportunities and roadmaps.
• Maintain and refine research methodologies with Research Ops support as needed.

Skills

User research

UX strategy

Experience strategy

Service design

Product discovery

Stakeholder communication

Mentoring

Strategic thinking

AI/agentic solutions

Education

Degree in Design / HCI / Behavioural Sciences or related

Master’s degree preferred

Job description

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.
• Experience evaluating/researching emerging user interaction patterns and impacting product strategy for AI and Agentic solutions.

Best Practices Adherence

Knowledge of industry best practices in UX research.

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.

If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high‑stakes environments where accuracy and trust are essential. With a nearly 190‑year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.