You have a deep understanding of our customers’ behaviour, needs and motivations, supported by thorough analysis and observation. By doing so, you help us create optimal customer journeys, ensuring our customers feel truly supported and well served.
What you are going to do
You are the expert who understands the customer experience in detail and knows exactly how to get to the heart of customer needs. With your seniority, you don’t just select a method at random; you deliberately determine which qualitative or quantitative approach will deliver the greatest insight and impact. Interviews, usability testing, surveys, data analysis, experiments, you master them all and know precisely when each approach makes the difference. You don’t wait for research questions to come to you; you recognise patterns, identify new research opportunities and take the initiative to move things forward.
You will work within the Life & Pensions Services (L&P Services) department, a large, customer-focused operation within NN that is responsible for all service and administrative processes related to life insurance. This includes customer contact, processing changes, and handling key life events such as policy maturity, death and surrender. Within this department, we have the ambition to redesign our processes into a 2-Minute Company. In the Empowered Product Team (EPT) of the 2-Minute Company, you will work closely with UX designers, engineers, data scientists, AI specialists and Product Owners.
You are the senior research partner who helps the team base decisions on facts rather than assumptions. Your insights give colleagues early clarity on the value, feasibility and usability of solutions, even before anything is built. You translate insights into concrete product opportunities and help keep the team focused on building journeys that are truly frictionless, digital and fast.
In addition, you are an active member of the NN Research Guild. You safeguard research craftsmanship, share knowledge, raise the level of research within NN and introduce AI-driven research methods that align perfectly with the ambitions of the 2-Minute Company. With your experience, energy and curiosity, you play a key role in achieving our North Star: customer processes that can be completed fully, intelligently and error-free within minutes.
In addition, you will:
Discover and prioritise customer opportunities by independently initiating research and continuously identifying patterns in customer behaviour
Strengthen the Empowered Product Team with high-quality research and safeguard research standards
Develop clear research setups, from plans and hypotheses to test scenarios that directly support team decision-making
Ensure decisions are evidence-based by convincing stakeholders of the value of evidence-based working and actively embedding insights
Translate insights into concrete improvement opportunities for digital customer journeys
Experiment with AI-driven research tooling and apply AI augmentation to further advance the research discipline
Stimulate continuous learning and iteration within the Empowered Product Team, enabling faster validation of ideas and better alignment with customer needs
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 €5,095 and €7,278 based on a 38-hour workweek, 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 kilometres travelled
Allowances for setting up your home office and for internet use
Who you are
With your entrepreneurial and innovative mindset, you make things happen. You bring a strong dose of positive energy and are fluent in Dutch.
You also have:
5–8 years of experience in research
Expertise in both qualitative and quantitative research methods
Affinity with AI research tooling
Experience with journey-based working
A research background (e.g. Psychology, HCI, CMD)
Courage and curiosity
Strong collaboration skills
Empathy
Who you will work with
Within the new Empowered Product Team (EPT) of the 2-Minute Company, you will work closely with our UX designer, Product Owner, engineers, data scientists and AI specialists. As a senior Researcher, you continuously represent the customer voice within the team and help us build digital journeys that are flawless, fast and effortless.
You quickly translate insights into concrete improvement opportunities and ensure the EPT consistently makes fact-based decisions rather than assumptions. With your experience, you make complex customer needs clear and accessible, enabling the team to build processes that can be fully completed within minutes. New AI applications such as ChatGPT, LLMs and agentic solutions represent exciting opportunities that we aim to explore and develop for our customers.
You are also actively involved in the NN Research Guild, where you exchange knowledge, share insights and continuously advance the research discipline together with other researchers, including the application of smart AI techniques. Within the NN Research Guild, we discuss our field, share best practices and ensure continuous learning and development as a collective. We regularly come together for knowledge-sharing and inspiration sessions, allowing you to contribute directly to the innovation of research at NN.
Any questions?
Please call or email Hilde Diemel, Talent Acquisition Specialist, if you have any questions about the recruitment process via hilde.diemel@nn-group.com.