Head of Customer Insights

Adyen; Amsterdam; Remote; EUR 150,000 - 190,000; Full time

Benefits offered by this job

Global exchange program

Weekly happy hour

Delicious healthy lunches

Phantom share package

Yearly trip to Amsterdam

Paid holidays

Work from home opportunities

Job summary

Adyen in Amsterdam seeks Head of Customer Insights, Europe, to elevate the voice of merchants across the payments ecosystem, bridging research, executive thought leadership, and strategic market narratives.

You will lead European advisory boards, merchant research communities, and cross-functional programs, translating feedback into product insight, regulatory engagement, and industry leadership, shaping Adyen’s partnerships with regulators, card networks, and customers.

Qualifications

• 5+ years of deep, hands-on domain experience within the payments, acquiring, or merchant fintech ecosystem.
• Cross-functional leadership in a global, matrixed organization.
• Ability to debate and present on European payment trends, card network rules, and regulatory frameworks (e.g., PSD3, open banking, instant payments).
• Experience shaping product strategy through customer insights and market feedback.
• Experience representing a company in industry forums and influencing external stakeholders (regulators, card networks, partners).
• Executive presence with track record engaging enterprise accounts and C-suite stakeholders.
• Proven public speaker with keynote, panelist, or executive moderator experience.

Responsibilities

• Lead critical insight initiatives, including European Customer Advisory Boards, executive engagement programs, and merchant research communities.
• Translate customer feedback into market strategy and amplify merchant perspectives externally.
• Convert Adyen’s deep expertise into compelling market narratives, actionable insights, and industry participation.
• Represent Adyen in industry boards, forums, and working groups; translate regulatory developments into insights.
• Influence external stakeholders, including card networks and partners, representing Adyen and merchant perspectives.
• Design, launch, and steward the Customer Advisory Board for strategic merchants across Europe.
• Build and scale merchant feedback communities and executive engagement programs.
• Partner cross-functionally to integrate customer perspectives into internal product innovation lifecycles and commercial strategies.

Skills

Executive leadership

Customer insights

Market strategy

Industry influence

Regulatory fluency

Public speaking

Stakeholder management

Customer advisory boards

Job description

• As the Head of Customer Insights, Europe, you will be responsible for elevating both Adyen’s voice and the voice of our merchants across the payments ecosystem
• This role sits at the intersection of deep customer research, industry influence, and executive thought leadership, ensuring that Adyen is not only delivering exceptional experiences but also shaping the future of commerce alongside its customers
• You will lead critical insight initiatives, including European Customer Advisory Boards, executive engagement programs, and merchant research communities
• By translating customer feedback into market strategy and amplifying merchant perspectives externally, you will help position Adyen as a trusted strategic partner and industry leader
• A key focus of this role is converting Adyen’s deep expertise into compelling market narratives, actionable insights, and influential industry participation
• You will leverage Adyen’s global merchant base and scale to proactively debate and influence partners, industry bodies, and regulatory stakeholders, ensuring both Adyen and its customers shape the European payment landscape
• Confidently debate and present on European payment trends, card network rules, and regulatory frameworks (e.g., PSD3, open banking, instant payments)
• Represent Adyen in key industry boards, forums, and working groups, translating complex regulatory developments into actionable insights
• Influence external stakeholders, including card networks and partners, by representing both Adyen and merchant perspectives
• Proactively leverage Adyen’s scale and customer base to drive meaningful ecosystem change
• Design, launch, and steward the Customer Advisory Board for strategic merchants across Europe
• Build and scale merchant feedback communities and executive engagement programs to capture real-time market needs
• Partner cross-functionally to integrate customer perspectives directly into internal product innovation lifecycles and commercial strategies

Benefits

• Global exchange program
• Weekly happy hour
• Delicious healthy lunches
• Phantom share package
• Yearly trip to Amsterdam
• Paid holidays
• Work from home opportunities

Core Industry Knowledge: 5+ years of deep, hands-on domain experience within the payments, acquiring, or merchant fintech ecosystemCross-Functional Leadership: Proven ability to lead strategic initiatives in a global, matrixed organizationRegulatory & Market Fluency: Ability to confidently debate and present on European payment trends, card network rules, and regulatory frameworks (e.g., PSD3, open banking, instant payments)Mindset: Strategic, entrepreneurial thinker with exceptional storytelling abilities and a passion for elevating the customer voiceCustomer Research & Insights: Demonstrated ability to shape product strategy, roadmaps, and business decision-making through customer insights and market feedbackEcosystem Influence: Experience representing a company in industry forums and influencing external stakeholders (e.g., regulators, card networks, partners)Executive Presence: Proven track record building and scaling Customer Advisory Boards, engaging enterprise accounts, and influencing C-suite stakeholdersProven Public Speaker: Proven track record as a keynote speaker, panelist, or executive moderator at industry conferences and client events (portfolio or speaking samples preferred)