Senior User Experience Designer

Our client is seeking an experienced Senior UX Designer & Researcher to join a product-focused digital team responsible for delivering intuitive, user-centred experiences across a portfolio of customer-facing, developer, and internal business platforms.

This role is heavily focused on research, discovery, and validation, ensuring that digital products are shaped by genuine user needs and evidence-based insights. Working closely with stakeholders across business and technology teams, you will lead research initiatives, facilitate workshops, uncover user pain points, and help define seamless experiences across complex digital journeys.

The successful candidate will bring a strong background in qualitative and quantitative research, stakeholder engagement, journey mapping, and interaction design within Agile environments.

The Role

As the Senior UX Researcher, you will be responsible for driving research and discovery activities across multiple digital platforms serving external customers, partners, developers, and internal business users.

You will champion a user-centred approach throughout the product lifecycle, ensuring user insights directly influence product decisions, service improvements, and experience design.

Key Responsibilities

UX Research & Discovery

• Lead and execute qualitative and quantitative research programmes across multiple digital products and services.
• Develop and maintain a structured repository of research findings, insights, and recommendations.
• Plan and facilitate discovery workshops, stakeholder sessions, co-design activities, and ideation workshops.
• Conduct user interviews, usability testing, contextual enquiries, surveys, focus groups, and observational research.
• Gather, analyse, and synthesise user feedback, behaviours, pain points, and unmet needs.
• Translate research findings into actionable recommendations that influence product direction and business decisions.

User Experience & Service Design

• Create personas, customer journey maps, experience maps, and service blueprints.
• Analyse existing user journeys and business processes to identify opportunities for improvement.
• Define user flows, task flows, information architecture, and interaction models.
• Support the creation and validation of concepts through wireframes, workflows, prototypes, and testing activities.
• Work collaboratively with design and product teams to ensure solutions remain user-focused and evidence-led.
• Use analytics and behavioural insight tools to understand user engagement and platform performance.
• Analyse customer interaction data to identify trends, friction points, and opportunities for optimisation.
• Establish measurable success criteria and evaluate user experience improvements against defined objectives.

Stakeholder Management

• Present research insights, recommendations, and design concepts to both technical and non-technical audiences.
• Facilitate workshops with diverse stakeholder groups across business and technology functions.
• Build strong relationships across product, delivery, design, and operational teams.
• Promote a culture of research-driven decision making and continuous improvement.

Required Experience

• Minimum 7 years' experience working within UX Research in Agile delivery environments.
• Strong experience applying Design Thinking methodologies to complex digital initiatives.
• Extensive experience using both qualitative and quantitative research methods.
• Experience facilitating workshops, stakeholder interviews, user testing sessions, and co-design activities.
• Strong expertise in journey mapping, persona development, information architecture, and interaction design.
• Advanced proficiency with Figma, including wireframing and prototyping.
• Experience using analytics and behavioural insight tools to support research findings.
• Excellent communication, presentation, and documentation skills.
• Formal qualification in UX, HCI, Service Design, Psychology, Human Factors, or a related discipline.
• Professional proficiency in French and/or Dutch and English.
• Experience working with enterprise-scale digital platforms.
• Experience contributing to or working within established design systems.
• Familiarity with research repository and insight management platforms.
• Experience working on customer portals, developer platforms, SaaS products, or digital self-service journeys.
• German language skills would be advantageous.

Personal Profile

The ideal candidate will be:

• Pragmatic and outcome-focused.
• Naturally curious and research-dr