UX Researcher / UX Insights Specialist – CSAT & UX KPIs (d/f/m)

Lead the tracking and analysis of CSAT and UX KPIs to translate user satisfaction signals into actionable product priorities. Own monthly and quarterly reporting while optimizing survey systems and collaborating with product teams to reduce user friction.

Responsibilities

• Lead the CSAT process, tracking and analyzing satisfaction signals, monitoring scores, spotting trends, and helping teams understand where satisfaction is shifting and what action is required
• Optimize survey systems, refining and improving survey tools and methodologies to ensure valid and reliable results
• Own the monthly and quarterly CSAT reports, synthesizing themes, friction points, and emerging patterns across ratings and open-text feedback
• Influence product decisions, acting as a strategic partner to Product and UX teams, highlighting specific improvement opportunities, informing experiments, and providing evidence for deeper research
• Triangulate data, connecting the dots between what users say and what they do to build a more complete and practical understanding of the user experience

Requirements

• 3+ years of professional experience in UX Research, Customer Insights, or a related field
• Proven experience working with satisfaction metrics (CSAT, CES, NPS, etc.)
• Ability to independently analyze large amounts of messy, qualitative feedback and turn it into a clear, prioritized story
• Methodological proficiency in survey design, sampling, and question phrasing
• Strong presentation skills with the ability to explain findings simply and practically to stakeholders

Benefits

• Competitive base salary and participation in the company's incentive programs
• Company pension scheme
• Regular team and company events
• Learning and development opportunities
• Mobility allowance
• Flexible working hours and hybrid approach

Key Skills