Customer Insight & Adoption Lead (f/m/d)

What do we do?

Introducing Thinkproject Platform

Pioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies.
By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem.

What your day will look like

Mission

As Customer Insight & Adoption Lead (f/m/d), you will be responsible for ensuring that what we build genuinely reflects customer needs and delivers real user value. You will act as the voice of the customer within Product and Engineering, grounding product decisions in evidence, insight, and continuous feedback rather than assumptions.

This is a hands-on role focused on deeply understanding user needs, behaviours, and pain points, and ensuring those insights directly influence product direction, UX decisions, and delivery priorities. You will work closely with Product Managers and the UI/UX team, and you will own structured customer engagement mechanisms such as customer councils and early adopter programmes to keep us closely connected to our users. You will bring a high degree of personal ownership and initiative, thriving in environments with autonomy, ambiguity, and a strong bias toward action and outcomes.

Key Responsibilities

Customer Insight & Discovery

o Own the collection, synthesis, and communication of customer and user insights across the product organisation.

o Work directly with customers and end users to understand needs, workflows, pain points, and unmet expectations.

o Plan and conduct qualitative and quantitative research activities in partnership with Product Managers such as interviews, usability testing, surveys, and discovery sessions.

o Translate customer insights into clear, actionable inputs for Product Managers and UX designers.

o Continuously validate assumptions and ensure product decisions are grounded in real user evidence.

· Product & UX Collaboration

o Partner closely with Product Managers to shape problem statements, priorities, and roadmap decisions based on customer insight.

o Work hand in hand with the UI/UX team to inform user journeys, interaction design, and usability improvements.

o Ensure customer feedback is considered early in discovery, not just after delivery.

o Support Product Managers with insight-backed narratives for trade-offs and prioritisation decisions.

Customer Council & Early Adopter Programmes

o Own and manage customer councils, advisory boards, and early adopter programmes.

o Recruit, engage, and maintain strong relationships with representative customers and user groups.

o Define clear objectives, formats, and cadences for customer council sessions to maximise insight and value.

o Ensure feedback from councils and early adopters is captured, synthesised, and fed back into product and UX work.

o Close the loop with participants by communicating outcomes and demonstrating how their input influenced decisions.

Adoption & Feedback Loops

o Monitor how customers adopt and use new features and capabilities post-release.

o Partner with Product, UX, and Services teams to identify adoption issues and usability gaps.

o Feed adoption insights back into product improvement cycles and roadmap refinement.

o Help define success metrics related to user value, adoption, and satisfaction, and work with Product and Engineering to incorporate the necessary instrumentation into our Products.

Insight Enablement & Ways of Working

o Establish lightweight, repeatable processes for capturing, storing, and sharing customer insights.

o Improve visibility of customer needs and feedback across Product, Engineering, and Leadership.

o Promote a culture of customer-centricity and evidence-based decision making.

o Advocate for continuous discovery as a core part of how products are built.

What you need to fulfill the role

Essential:

• Proven experience in a customer insight, user research, product discovery, or similar hands-on role.
• Strong ability to engage directly with customers and users and build trust-based relationships.
• Experience translating customer research into clear, actionable insights for product and UX teams.
• Comfort working closely with Product Managers and designers in an agile, product-led environment.
• Excellent communication and facilitation skills, both written and verbal.
• Ability to synthesise large amounts of qualitative feedback into clear themes and recommendations.
• Strong organisational skills and ability to manage multiple feedback streams in parallel.
• Fluent German & English required.

Bonus:

• Experience running customer councils, advisory boards, or early adopter programmes.
• Background in UX research, service design, or human-centred design practices.
• Familiarity with SaaS or enterprise software products.
• Experience working with usage data, analytics, or adoption metrics alongside qualitative insight.
• Familiarity with construction, infrastructure, or asset lifecycle management software.

What we offer

Lunch 'n' Learn Sessions I Women's Network I LGBTQIA+ Network I Coffee Chat Roulette I Free English Lessons I Thinkproject Academy I Social Events I Volunteering Activities I Open Forum with Leadership Team (Tp Café) I Hybrid working I Unlimited learning

We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.