Senior CX/UX Researcher

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.

The Role

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.

Responsibilities

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.

Diversity Matters

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy.

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.

Be the Difference

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.

About Wolters Kluwer

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. ​

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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. ​

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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. ​

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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. ​

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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.​

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For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

Tips & Tricks - Resumes

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.

Building Diverse Teams

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.

Our Global Well-being Program

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.​

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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. ​

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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.

Equal Opportunity Employer

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.

GDPR

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