UX Researcher, 10+ yrs. B2B SaaS (e.g. Customer Support, Real Estate, Logistics, Enterprise Sales). Ops workflows, automation & human-AI interaction.
Aktualisiert am 02.09.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 02.09.2026
Verfügbar zu: 100%
davon vor Ort: 100%
B2B SaaS
User Experience Research
AI Operations
User Journey Mapping
Prototyping
Qualitative Research
Quantitative Research
Workflow Mapping
Storytelling
Workshop Facilitation
Enablement
Data Analysis
User Interviews
Good Participatory Practice
Surveys
Usability
Research Operations
Stakeholdermanagement
Vietnamese
native
English
C2
Mandarin Chinese
C1
German
C1

Einsatzorte

Einsatzorte

Berlin (+100km)
Deutschland
möglich

Projekte

Projekte

2 years 5 months
2024-04 - now

Uncovered gaps between designed workflows and real-world execution

FOUNDER & PRINCIPAL RESEARCHER
FOUNDER & PRINCIPAL RESEARCHER
  • Founded and lead a strategic product research consultancy focused on multi-sided operational workflows in complex B2B SaaS environments. 
  • Uncovered gaps between designed workflows and real-world execution, highlighting breakdowns, workarounds, and opportunities for new product/service development and system design.
  • Partnered with product leadership at Google (Real Estate/BizOps) and Zalando (Logistics) to deliver foundational 0?1 discovery narratives that directly shaped long-term product strategy for business units managing ?60B+ revenue portfolios.
  • Advised product leadership on managing operational complexity, cross-system dependencies and human-AI trust frameworks.
  • Conducted continuous qualitative evaluations of output quality and ambiguity-handling capabilities of in-development LLM models for non-disclosed AI labs (NDA).
3 years 2 months
2021-02 - 2024-03

Led mixed-method research on operational workflow design

RESEARCH LEAD - SAAS GROWTH
RESEARCH LEAD - SAAS GROWTH
  • Led mixed-method research on operational workflow design, cross-system integration, and software learnability, informing Product-led Growth (PLG) strategy to drive 25% Growth product adoption and establishing foundational human-AI trust frameworks for early genAI and automated workflow initiatives.
  • Built and scaled multi-quarter research roadmaps across 3 major core product lines, aligning 40+ cross-functional stakeholders with product objectives and business revenue goals.
  • Partnered with VP and C-level stakeholders to translate fragmented quantitative and qualitative inputs into unified strategic stories, converting passive documentation into immediate decision momentum.
  • Built research enablement program adopted by 50+ PMs and Designers, reducing research backlog by 70% and accelerating product decision making.
HUBSPOT | GERMANY & IRELAND
7 months
2020-07 - 2021-01

Led qualitative and quantitative studies to develop user segmentation

SENIOR UX RESEARCHER (CONTRACT) - MOBILE FOR WORK
SENIOR UX RESEARCHER (CONTRACT) - MOBILE FOR WORK
  • Led qualitative and quantitative studies to develop user segmentation and identify monetization potentials of business communication and collaboration tools.
  • Coached and upskilled junior and mid-level researchers in data visualization, insights-backed narrative framing and high-impact executive storytelling.
  • Designed scalable knowledge-sharing practices that fostered a collaborative and growth-oriented team culture.
VNG | HO CHI MINH, VN
2 years 8 months
2017-07 - 2020-02

Drove research on human?automation interaction models

USER RESEARCHER - CUSTOMER SERVICE INNOVATION
USER RESEARCHER - CUSTOMER SERVICE INNOVATION
  • Drove research on human?automation interaction models, exploring how automated messaging systems integrate into high-volume customer service workflows.
  • Delivered insights for Customer Support automation products, contributing to a ?2M annual reduction in operational costs and the development of the award-winning Booking Assistant chatbot. 
  • Investigated cross-market behavioral differences in automated system adoption, generating localized insights to help mitigate user experience friction across international markets.
  • Synthesized qualitative and quantitative insights alongside Data Science to integrate high level insights into strategic roadmaps.
BOOKING.COM | AMSTERDAM, NL

Aus- und Weiterbildung

Aus- und Weiterbildung

2016 - 2017

Master of Arts (MA) in Media Studies

Erasmus University Rotterdam


2013 - 2016

Bachelor of Science (BSc) in International Communication and Media

Erasmus University Rotterdam

Kompetenzen

Kompetenzen

Top-Skills

B2B SaaS User Experience Research AI Operations User Journey Mapping Prototyping Qualitative Research Quantitative Research Workflow Mapping Storytelling Workshop Facilitation Enablement Data Analysis User Interviews Good Participatory Practice Surveys Usability Research Operations Stakeholdermanagement

Produkte / Standards / Erfahrungen / Methoden

About Me

Seasoned UX Researcher specializing in transforming complex systemic data into compelling strategic narratives that inform executive decision-making. Over 10+ years, I have shaped human-AI interaction models, workflow automation frameworks, and user trust architectures in complex B2B SaaS environments across 15 countries and 3 continents, spanning fields of Customer Support, Real Estate, Logistics, and Enterprise Sales. Proven track record of establishing research enablement practices from the ground up, enabling fast decision-making and reliable scaling of insights.


Core Expertise

  • Operational Workflow & Systems Research: Mapping invisible workloads, cross-tool dependencies, and structural contradictions. 
  • Strategic Insights Strategy: Leading 0?1 discovery for high-stakes B2B SaaS bets.
  • Human-AI Interaction: Describing user mental models and defining design principles for human-AI coordination in automated workflows.
  • Executive Storytelling & Alignment: Translating technical complexity into coherent narratives that create product and business decision momentum. 


Personal Projects

  • Personal Finance Dynamic Dashboard: Built an AI personal finance assistant for cash-flow planning, runway forecasting and net worth projection (Google Sheets, Claude Code)
  • Nutrition Analytics Dashboard: Designed an AI-powered nutrition and activity dashboard to help women with PCOS track, plan, and analyze health patterns (Google Sheets, API, Claude Code)
  • Invoice & Payment Follow-up Workflow: Built an AI-powered accounts receivable workflow to monitor invoice status and automate payment reminders (n8n, Google Sheets, OpenAI)

Einsatzorte

Einsatzorte

Berlin (+100km)
Deutschland
möglich

Projekte

Projekte

2 years 5 months
2024-04 - now

Uncovered gaps between designed workflows and real-world execution

FOUNDER & PRINCIPAL RESEARCHER
FOUNDER & PRINCIPAL RESEARCHER
  • Founded and lead a strategic product research consultancy focused on multi-sided operational workflows in complex B2B SaaS environments. 
  • Uncovered gaps between designed workflows and real-world execution, highlighting breakdowns, workarounds, and opportunities for new product/service development and system design.
  • Partnered with product leadership at Google (Real Estate/BizOps) and Zalando (Logistics) to deliver foundational 0?1 discovery narratives that directly shaped long-term product strategy for business units managing ?60B+ revenue portfolios.
  • Advised product leadership on managing operational complexity, cross-system dependencies and human-AI trust frameworks.
  • Conducted continuous qualitative evaluations of output quality and ambiguity-handling capabilities of in-development LLM models for non-disclosed AI labs (NDA).
3 years 2 months
2021-02 - 2024-03

Led mixed-method research on operational workflow design

RESEARCH LEAD - SAAS GROWTH
RESEARCH LEAD - SAAS GROWTH
  • Led mixed-method research on operational workflow design, cross-system integration, and software learnability, informing Product-led Growth (PLG) strategy to drive 25% Growth product adoption and establishing foundational human-AI trust frameworks for early genAI and automated workflow initiatives.
  • Built and scaled multi-quarter research roadmaps across 3 major core product lines, aligning 40+ cross-functional stakeholders with product objectives and business revenue goals.
  • Partnered with VP and C-level stakeholders to translate fragmented quantitative and qualitative inputs into unified strategic stories, converting passive documentation into immediate decision momentum.
  • Built research enablement program adopted by 50+ PMs and Designers, reducing research backlog by 70% and accelerating product decision making.
HUBSPOT | GERMANY & IRELAND
7 months
2020-07 - 2021-01

Led qualitative and quantitative studies to develop user segmentation

SENIOR UX RESEARCHER (CONTRACT) - MOBILE FOR WORK
SENIOR UX RESEARCHER (CONTRACT) - MOBILE FOR WORK
  • Led qualitative and quantitative studies to develop user segmentation and identify monetization potentials of business communication and collaboration tools.
  • Coached and upskilled junior and mid-level researchers in data visualization, insights-backed narrative framing and high-impact executive storytelling.
  • Designed scalable knowledge-sharing practices that fostered a collaborative and growth-oriented team culture.
VNG | HO CHI MINH, VN
2 years 8 months
2017-07 - 2020-02

Drove research on human?automation interaction models

USER RESEARCHER - CUSTOMER SERVICE INNOVATION
USER RESEARCHER - CUSTOMER SERVICE INNOVATION
  • Drove research on human?automation interaction models, exploring how automated messaging systems integrate into high-volume customer service workflows.
  • Delivered insights for Customer Support automation products, contributing to a ?2M annual reduction in operational costs and the development of the award-winning Booking Assistant chatbot. 
  • Investigated cross-market behavioral differences in automated system adoption, generating localized insights to help mitigate user experience friction across international markets.
  • Synthesized qualitative and quantitative insights alongside Data Science to integrate high level insights into strategic roadmaps.
BOOKING.COM | AMSTERDAM, NL

Aus- und Weiterbildung

Aus- und Weiterbildung

2016 - 2017

Master of Arts (MA) in Media Studies

Erasmus University Rotterdam


2013 - 2016

Bachelor of Science (BSc) in International Communication and Media

Erasmus University Rotterdam

Kompetenzen

Kompetenzen

Top-Skills

B2B SaaS User Experience Research AI Operations User Journey Mapping Prototyping Qualitative Research Quantitative Research Workflow Mapping Storytelling Workshop Facilitation Enablement Data Analysis User Interviews Good Participatory Practice Surveys Usability Research Operations Stakeholdermanagement

Produkte / Standards / Erfahrungen / Methoden

About Me

Seasoned UX Researcher specializing in transforming complex systemic data into compelling strategic narratives that inform executive decision-making. Over 10+ years, I have shaped human-AI interaction models, workflow automation frameworks, and user trust architectures in complex B2B SaaS environments across 15 countries and 3 continents, spanning fields of Customer Support, Real Estate, Logistics, and Enterprise Sales. Proven track record of establishing research enablement practices from the ground up, enabling fast decision-making and reliable scaling of insights.


Core Expertise

  • Operational Workflow & Systems Research: Mapping invisible workloads, cross-tool dependencies, and structural contradictions. 
  • Strategic Insights Strategy: Leading 0?1 discovery for high-stakes B2B SaaS bets.
  • Human-AI Interaction: Describing user mental models and defining design principles for human-AI coordination in automated workflows.
  • Executive Storytelling & Alignment: Translating technical complexity into coherent narratives that create product and business decision momentum. 


Personal Projects

  • Personal Finance Dynamic Dashboard: Built an AI personal finance assistant for cash-flow planning, runway forecasting and net worth projection (Google Sheets, Claude Code)
  • Nutrition Analytics Dashboard: Designed an AI-powered nutrition and activity dashboard to help women with PCOS track, plan, and analyze health patterns (Google Sheets, API, Claude Code)
  • Invoice & Payment Follow-up Workflow: Built an AI-powered accounts receivable workflow to monitor invoice status and automate payment reminders (n8n, Google Sheets, OpenAI)

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