Head of UX Research & Insights

Meltwater; Boston (MA); Hybrid; USD 145,000 - 155,000; Full time

Benefits offered by this job

Flexible paid time off

Medical, dental, and vision insurance

401(k) matching

CalmApp subscription

Hybrid work style

Professional development opportunities

Job summary

Meltwater in Boston is seeking a Manager of UX Research to shape how we understand customers and measure product experience. Reporting to the VP of Design or Product, you will be a hands-on leader guiding a researcher and driving a research program that blends qualitative and quantitative methods with AI-enabled tooling.

You will own the UX metrics framework, oversee CES, CSAT, SUS, and usability across UI and design systems.

Qualifications

• Minimum 8 years of UX/design research experience, including 3+ years of people management.
• Proven cases showing both qualitative and quantitative research impact and business outcomes.
• Experience in enterprise SaaS, complex data-rich B2B products.
• Experience defining and reporting UX metrics (CES, CSAT, SUS, task success) and running benchmarks.

Responsibilities

• Plan and conduct generative studies (interviews, field research, usability tests, diary studies).
• Design and run surveys and experiments; leverage product analytics to quantify issues and track progress.
• Scale UX research with AI tools, develop self-serve workflows with human review for quality and privacy.
• Own the UX metrics framework and regular reporting on CES, CSAT, and usability across UI/design systems.
• Create templates, guardrails, and training so PMs/Designers conduct lightweight research.
• Partner with Product, Design, and Engineering to turn insights into roadmap priorities and present findings to leaders.

Skills

UX research

Mentoring

Qualitative methods

Quantitative methods

AI tooling

Figma

Design systems

Stakeholder influence

Education

Bachelor's degree in HCI or related field

Master's degree preferred

Tools

UserTesting

Maze

Qualtrics

FullStory

Pendo

Amplitude

Job description

Meltwater in Boston is seeking a Manager of UX Research to shape how we understand customers and measure product experience. Reporting to the VP of Design or Product, you will be a hands-on leader guiding a researcher and driving a research program that blends qualitative and quantitative methods with AI-enabled tooling.

You will own the UX metrics framework, oversee CES, CSAT, SUS, and usability across UI and design systems.