User Researcher

Description

The role focuses on understanding customers' behaviour, needs and motivations. Through analysis and observation, you help shape customer journeys so customers feel well supported.

You put customer experience first and dig into what customers actually need. You choose the qualitative or quantitative method that fits the research question and the decision at hand, such as interviews, usability tests, surveys, data analysis or experiments. You do not only work on requests: you spot patterns, notice new questions and investigate them on your own initiative.

You join the Research Team within Customer & Digital, alongside other researchers. Together you keep customer needs central and help build solutions that give customers real value. You work closely with UX designers, Product Owners and stakeholders from several areas. Your findings show them whether their solutions are easy to use and accessible, and you turn those findings into concrete opportunities for the organisation.

The company is taking on this role to build out its end-to-end digital customer journeys.

Responsibilities

• Start customer and user research to find and rank the underlying opportunities and problems.
• Guide colleagues through validation research and check the quality of their work.
• Help set the direction for end-to-end digital customer journeys together with the business.
• Test assumptions and hypotheses before solutions are built, then keep researching what works during development so teams can adjust.
• Explain to stakeholders why high-quality research matters and make sure findings lead to action.
• Try out AI-driven research tools and see how they can support research, while questioning how reliable their output is.
• Carry out qualitative and quantitative research on your own, using strong interviewing skills.
• Share research responsibility across the app team, the online customer environment team, the nn.nl team, the business customers team and the financial advisers team.
• Help build a consistent customer experience across digital and human-assisted channels.
• Take part in the NN Research Guild, sharing knowledge and methods with other researchers and helping to strengthen research across NN through regular knowledge-sharing and inspiration sessions.

Requirements

• An entrepreneurial, innovative mindset and the drive to turn ideas into action, with plenty of positive energy.
• At least 8 years of experience in customer and/or user research.
• A research background, such as a completed degree in Psychology or Human-Computer Interaction.
• The willingness to experiment and learn from mistakes.
• Strong collaboration skills to turn research insights into opportunities with stakeholders and your team.
• Real empathy for what customers experience, feel and need, plus a deep understanding of design thinking.
• Experience with or interest in financial products is a plus.
• C2-level Dutch, spoken and written.

Conditions

You work with other researchers, UX designers, data analysts, developers and Product Owners.

Salary is between €5,339 and €7,119 based on a 36-hour work week, depending on your knowledge and experience.

You receive 27 vacation days for a 5-day working week, plus three Diversity Days.

NN welcomes applicants regardless of background and treats everyone equally.

Benefits

• The 13th month and holiday allowance are paid with your monthly salary.
• A modern pension administered by BeFrank.
• Plenty of training and learning opportunities.
• An NS Business Card, second class, giving unlimited travel, including private trips. If you prefer your own transport, you can claim kilometres driven instead.
• Allowances for setting up a home office and for internet use.