Manager of UX Research

Meltwater is looking to add a Manager of UX Research to its design and product leadership. The role partners with the VP of Design or Product to shape how the company understands its customers and how they measure the quality of the product experience across Meltwater’s SaaS platform. It’s a hands-on leadership position that guides one researcher while advancing a research practice that blends rigorous methods with AI-enabled tooling to turn insights into product decisions. The role is remote and based in Toronto, Canada, and would suit someone who enjoys driving strategy through evidence and mentoring others.

With a global footprint that includes more than 2,300 employees across 50 locations in 25 countries, Meltwater serves about 27,000 customers who analyze over a billion pieces of data each day. This environment rewards clear research processes, strong collaboration with product, design, and engineering, and the ability to translate findings into roadmaps that improve the user experience for enterprise SaaS users. The team is looking for a thoughtful leader who can balance hands-on work with scalable practices that empower others to run lightweight research confidently.

Steering the day-to-day research practice

The everyday work centers on guiding both qualitative and quantitative research to illuminate customer needs and pain points. You’ll plan and conduct generative studies, like interviews, field research, usability testing, and diary studies, while also designing surveys and experiments that pair with product analytics to baseline, track, and size problems and propose practical solutions. You’ll lead efforts to scale research using AI tools for faster synthesis and analysis, while maintaining quality, bias controls, and privacy considerations.

You’ll own the UX metrics framework and the routine reporting on measures such as CES, CSAT, and ease of use, including how the design system and UI stand up to usability tests. Translating trends into concrete recommendations, you’ll present insights to leadership and help define roadmap priorities. You’ll also manage research operations across multiple pillars and product squads, creating templates and guardrails that enable product managers and designers to conduct lightweight studies with confidence. The role also involves partnering with Product, Design, and Engineering leaders to turn findings into action in a way that informs strategy at senior levels.

The essentials and what would help you stand out

• 8+ years in UX or design research, including at least 3 years in people management, with a current or recent team of 1–5.
• Solid evidence from both qualitative and quantitative studies, plus clear demonstrations of business impact from those efforts.
• A strong ability to organize and operationalize research while embedding user-centric thinking across teams.
• Experience in an enterprise SaaS setting, ideally with complex, data-rich B2B products.
• Experience defining and reporting UX metrics such as CES, CSAT, SUS, task success, and running competitive benchmarks.
• Proficiency with research platforms (for example UserTesting, Maze, Qualtrics, Full Story) and relevant analytics tools.
• Hands-on use of AI tools and LLM-based workflows for synthesis and analysis, with careful attention to accuracy and privacy.
• Figma and design-system fluency, with the ability to evaluate UI usability alongside designers and engineers.
• Strong storytelling and communication skills, with experience influencing senior stakeholders and product strategy.
• Bachelor’s degree is required; an advanced degree in HCI, psychology, human factors, or a related field is preferred.

• Advanced degree in HCI, psychology, human factors, or a related field is preferred.

Pay, benefits and the practical details

The base salary range for this role is $112,000 - $160,000 CAD per year, with a compensation package that may include a performance-based bonus opportunity. Meltwater bases offers on market data and uses structured leveling to ensure fairness and internal equity across teams and geographies, with location and skills considered in making offers. The company emphasizes a data-driven, market-informed approach to compensation and is transparent about how pay decisions are made. The Talent Acquisition Team is available to discuss the full compensation picture during the interview process.

On top of pay, Meltwater highlights flexible paid time off for better work-life balance, comprehensive medical, dental, and vision options, and a CalmApp subscription for you and your loved ones to support mental wellness. The role supports a hybrid work style and a global, inclusive culture that encourages ongoing professional development and growth across the company.

The company paints a picture of a broad, global team, 2,300+ employees in 50 locations across 25 countries, where you’ll collaborate with people who care about your success and offer the support you need to reach your goals. Meltwater is committed to equal opportunity and does not tolerate discrimination or harassment of any kind, with hiring decisions made by humans and subject to local laws. AI may be used to assist in parts of the hiring process, but outputs are always reviewed by people and final decisions are made by humans.

Advice for applicants who want this role

Lead with a succinct summary on your resume that highlights your 8+ years in UX research and your experience guiding a small team, then point to one or two case studies that show both qualitative and quantitative impacts on a business.

When you describe your must-have capabilities, include concrete metrics and methods you’ve used. For example, share a project where you defined CES or CSAT and used those numbers to steer product decisions, plus an example of how you built templates or guardrails so others could conduct lightweight research independently.

Be ready to discuss how you’ve scaled research with AI tools while preserving accuracy and privacy. Describe governance you’ve put in place to manage bias and ensure data integrity, and talk through a specific synthesis workflow that shortened cycles without sacrificing reliability.

For your interview, prepare a thoughtful question about Meltwater’s UX metrics framework and how it informs roadmap prioritization across the SaaS platform. You could also ask how AI-enabled tooling is integrated with human oversight in the research process and how success is measured beyond the metrics themselves.