User Researcher

NN Group; Den Haag; Hybrid; EUR 60,000 - 79,000; Full time

Benefits offered by this job

Salary €5,339–€7,119 per maand (36 uur

13e maand en vakantiegeld

27 vakantiedagen (5-dagen week) + 3 D+

BeFrank pensioen

Training en ontwikkeling

NS Business Card – ov en privé reizen

Home office en internettoelage

Job summary

NN Group zoekt een User Researcher voor het Research Team binnen Customer & Digital in Den Haag. Je bent verantwoordelijk voor zowel kwalitatief als kwantitatief onderzoek, interviewtechnieken en het leveren van bruikbare inzichten die waarde creëren voor klanten en stakeholders.

Je werkt samen met UX-designers, Product Owners en diverse teams om klantbeleving te verbeteren, en je onderzoekt continu hoe oplossingen gebruiksvriendelijk en toegankelijk zijn.

Qualifications

• Minimaal acht jaar ervaring in klant- en/of gebruikersonderzoek.
• Achtergrond in onderzoek, bijv. een graad in psychologie of HCI.
• Viva Dutch op C2-niveau, mondeling en schriftelijk.
• Ervaring met financiële producten is een pluspunt.
• Durf om te experimenteren en te leren van fouten.
• Sterke samenwerkingsvaardigheden; vertaal onderzoeksinzichten naar kansen.

Responsibilities

• Initieer klant- en gebruikersonderzoek om onderliggende kansen en uitdagingen te identificeren en te prioriteren.
• Samen met de business vorm je de visie voor end-to-end digitale klantreizen.
• Help teams aannames en hypotheses te testen voordat oplossingen worden gebouwd.
• Communiceer het belang van hoogwaardig onderzoek aan stakeholders en vertaal inzichten naar actie.
• Experimenteer met AI-gedreven onderzoeksinstrumenten en evalueer betrouwbaarheid.

Skills

User research

Qualitative research

Quantitative research

Interviews

Usability testing

Education

Degree in Psychology or Human-Computer Interaction

Job description

You understand our customers’ behaviour, needs and motivations. Through analysis and observation, you help us create optimal customer journeys, ensuring that our customers feel well supported.

• User Researcher
• Den Haag
• Customer & Operations
• Onbepaalde tijd/Bepaalde tijd
• 36 uur per week
• Hybride werken

What you are going to do

You put the customer experience at the heart of everything you do and get to the core of the customer’s needs. You determine which qualitative or quantitative approach best fits the research question and the decision that needs to be made. This could include interviews, usability testing, surveys, data analysis and experiments. You don’t just conduct research upon request. You identify patterns, recognise new research questions and take the initiative to investigate them yourself.

You will be part of the Research Team within Customer & Digital. Together with other researchers, you put customer needs first and help create solutions that deliver real value to our customers. You will work closely with UX designers, Product Owners and stakeholders across different domains. Your insights help them understand whether their solutions are user-friendly and accessible. Together, you translate research insights into concrete opportunities for the organisation.

• You initiate customer and user research to identify and prioritise underlying opportunities and challenges. You guide colleagues in conducting validation research and ensure the quality of the research
• Together with the business, you help shape the vision for end-to-end digital customer journeys
• You help teams test assumptions and hypotheses before solutions are built. Throughout the development process, you continue to research what works, enabling teams to make informed adjustments
• You communicate the importance of high-quality research to stakeholders and ensure that your insights and findings are translated into action
• You experiment with AI-driven research tools and explore how they can support the research process, while remaining critical of the quality and reliability of the outcomes
• You independently conduct both qualitative and quantitative research and have strong interviewing skills

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

• Salary between €5,339 and €7,119 based on a 36-hour work week, depending on your knowledge and experience
• 13th month and holiday allowance are paid with your monthly salary
• 27 vacation days for a 5-day working week and three Diversity Days
• A modern pension administered by BeFrank
• Plenty of training and learning opportunities
• NS Business Card 2nd class, which gives you unlimited travel, also privately. Do you prefer to travel with your own transport? Then you can declare the kilometers travelled
• Allowances for setting up your home office and for internet use

Who you are

With your entrepreneurial and innovative mindset, you know how to turn ideas into action. You bring plenty of positive energy, and in addition, you have:

• At least eight years of experience in customer and/or user research
• A research background, for example a completed degree in Psychology or Human-Computer Interaction
• The courage to experiment and learn from mistakes
• Strong collaboration skills, enabling you to translate research insights into opportunities together with your stakeholders and team
• A strong sense of empathy: you focus on what customers experience, feel and need, and you have an in-depth understanding of the design thinking methodology
• Experience with or an interest in financial products is a plus
• You have C2-level proficiency in Dutch, both spoken and written

Who you will work with

You will work closely with the other researchers in your team, as well as UX designers, data analysts, developers and Product Owners.

You will share responsibility for customer research across various teams within Customer & Digital, including the app team, the team responsible for the online customer environment, and the nn.nl team. You will also work with teams focusing on business customers and financial advisers. In addition, you will help create a consistent customer experience across both digital and human-assisted channels.

You will also be part of the NN Research Guild. Here, you will connect with other researchers to discuss the profession, share knowledge and experiences, and contribute to the further development of research methods and ways of working. Through regular knowledge-sharing and inspiration sessions, you will learn from one another and help strengthen research across NN.