Leading from Behind: My Journey as a UX Research Manager and Servant Leader

By Philip Burgess – UX Research Leader

When I stepped into the role of UX Research Manager, I quickly realized the title wasn’t just about managing timelines, budgets, and deliverables—it was about leading people. And not just any leadership style would do. The most effective way to guide a team of talented, independent researchers is to serve them first.

That’s where servant leadership comes in.

Why Servant Leadership Works in UX Research

UX research is inherently human-centered. We spend our days advocating for users, understanding their needs, and ensuring their voices shape products and services. Servant leadership applies the same philosophy inward—focusing on the well-being, growth, and empowerment of the people on our team.

Rather than telling my researchers what to do, I work to remove roadblocks, amplify their voices, and create space for them to excel. This alignment between research values and servant leadership principles makes the approach incredibly powerful.

Core Servant Leadership Principles in My Management Approach

1. Listening Before Leading. In research, we listen to users without bias. I apply the same to my team—asking for their perspectives, challenges, and ideas before making decisions. This ensures solutions aren’t just top-down directives, but collaborative outcomes.

2. Empowering, Not Controlling. My role isn’t to micromanage methods or dictate every detail—it’s to trust the expertise of my researchers. I set clear expectations and goals, but let them choose the best path to get there.

3. Removing Barriers. A researcher’s time should be spent doing research, not fighting bureaucracy. Whether it’s advocating for better tools, simplifying processes, or negotiating stakeholder expectations, I see my role as clearing the runway so they can take off.

4. Investing in Growth. Servant leadership means helping people become the best versions of themselves. I work with my team to identify development goals, provide training opportunities, and encourage them to take on challenging projects that stretch their skills.

5. Modeling Empathy and Respect. UX research requires empathy toward users; leadership requires empathy toward people. I try to model kindness, patience, and respect—even in high-pressure moments—so the team feels safe to be candid and creative.

Balancing Leadership with Deliverables

Some managers worry servant leadership might mean being “too soft” or avoiding tough calls. In reality, it’s about setting a high bar while giving people the support to reach it.

I hold my team accountable for quality, impact, and professionalism. But instead of managing through fear or pressure, I create an environment where they want to rise to the challenge because they feel trusted and valued.

The ROI of Servant Leadership

The results speak for themselves:

• Higher engagement – People feel their contributions matter.

• Better retention – Talented researchers stick around when they feel supported.

• Greater innovation – When people feel safe, they take creative risks.

• Stronger outcomes – Happier, more empowered teams deliver better research, and better research leads to better products.

Final Thoughts

Being a UX Research Manager in a servant leader capacity isn’t about being the loudest voice in the room—it’s about making sure your team’s voices are heard, both internally and externally.

When your job is to uncover and amplify the voices of users, it only makes sense to lead your team with the same care, curiosity, and respect. And in my experience, when you serve first, you end up leading more effectively than you ever imagined.