UX Researcher NN

📍 Job Overview

Job Title: UX Researcher NN
Company: NN Group
Location: Rotterdam - Delftse Poort, Netherlands
Job Type: FULL_TIME
Category: User Experience Research / Marketing Operations
Date Posted: 2025-08-26
Experience Level: 10+ Years
Remote Status: On-site

🚀 Role Summary

• Focus on understanding customer (advisor, employer, participant) behavior, needs, and motivations through rigorous qualitative and quantitative research.
• Drive the creation of optimal customer journeys by translating research insights into actionable UX design improvements and business opportunities.
• Collaborate closely with UX designers, data specialists, and marketing teams to embed customer-centricity across the Life & Pensions business unit.
• Act as a research ambassador, sharing knowledge internally and externally to foster a culture of user-centered design and continuous learning.

📝 Enhancement Note: While the title is "UX Researcher," the responsibilities and team placement within "Marketing" and "Data & Intelligence" suggest a strong operational component. The role bridges user research with marketing strategy and data analysis, implying a need for candidates who can not only gather insights but also operationalize them within a business context, aligning with Marketing Operations or GTM Operations principles.

📈 Primary Responsibilities

• Initiate and lead customer and user research projects, employing a mix of qualitative (interviews, usability tests) and quantitative (surveys, data analysis) methodologies to uncover and prioritize opportunities or issues.
• Develop comprehensive research proposals and test plans, ensuring stakeholder buy-in and alignment with business objectives.
• Independently conduct user research, including structured interviews, usability testing sessions, and survey design, to gather deep insights into customer needs and pain points.
• Analyze research data (qualitative and quantitative) to identify key themes, patterns, and actionable recommendations, leveraging statistical analysis tools such as Python, R, or SPSS.
• Create user personas, journey maps, and scenarios based on research findings to represent different user types and their interactions with NN Group's products and services.
• Compile detailed research reports, presenting clear, concise recommendations and insights to cross-functional teams, including UX designers, marketing specialists, and business stakeholders.
• Gather and synthesize customer feedback signals from various channels, actively sharing these insights with the Data & Intelligence team and relevant business units to inform product development and service improvements.
• Facilitate and organize design sprints to collaboratively brainstorm solutions and integrate research insights into the design process.
• Advise on the implementation of research findings into UX design and product development, ensuring solutions are user-friendly, accessible, and meet customer needs.
• Support colleagues in conducting customer research by providing guidance and best practices, fostering a company-wide understanding of user-centered research.

📝 Enhancement Note: The emphasis on creating research proposals, test plans, and linking research to daily practice highlights the operational aspect of this role. The expectation to "turn insights into opportunities" and "advise on implementing research insights" suggests that the candidate will be involved in the operationalization of research findings, not just the discovery phase.

🎓 Skills & Qualifications

Education:

• A research-oriented university degree (e.g., in Statistics, Psychology, Human-Computer Interaction, or a related field) is required.

Experience:

• A minimum of 8 years of progressive experience in customer and/or user research, preferably within a commercial or B2B/B2B2C setting.
• Proven track record of successfully initiating and conducting both qualitative and quantitative research projects from conception to completion.

Required Skills:

• Qualitative Research: Expertise in designing and conducting user interviews, usability testing, focus groups, and ethnographic studies.
• Quantitative Research: Proficiency in survey design, data collection methodologies, and statistical analysis using tools like Python, R, or SPSS.
• Research Design: Ability to select appropriate research methodologies and tools based on project objectives and questions.
• Data Analysis & Interpretation: Strong analytical skills to interpret complex data sets, identify trends, and translate findings into actionable business recommendations.
• Reporting & Presentation: Excellent skills in compiling comprehensive research reports and presenting insights clearly and persuasively to diverse audiences, including non-technical stakeholders.
• Collaboration & Stakeholder Management: Proven ability to collaborate effectively with cross-functional teams (UX Design, Marketing, Product) and manage stakeholder relationships to drive the adoption of research insights.
• Empathy & User Advocacy: Deep understanding and ability to articulate customer needs, emotions, and experiences.
• Design Sprint Facilitation: Experience in organizing and facilitating design sprints and workshops.
• Dutch Language Proficiency: C2 level (fluent) in spoken and written Dutch is essential for effective communication with local stakeholders and customers.

Preferred Skills:

• UX Design Tools: Familiarity with UX design and prototyping tools (e.g., Figma, Sketch, Adobe XD).
• Data Visualization: Experience with data visualization tools such as PowerBI for creating dashboards and communicating insights.
• CRM & Marketing Automation: Understanding of CRM systems and marketing automation platforms, and how user research can inform their usage.
• Pension & Life Insurance Market: Knowledge of the pension and life insurance industry, or a strong affinity for B2B or B2B2C business research within financial services.

📝 Enhancement Note: The requirement for 8+ years of experience and a research background suggests a senior-level researcher who will likely be expected to mentor junior team members and contribute to the strategic direction of research practices within the organization. The emphasis on Dutch language fluency at C2 level is a critical requirement for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Research Case Studies: A portfolio showcasing a minimum of 3-5 in-depth case studies demonstrating end-to-end user research projects. Each case study should clearly outline the research problem, methodology, your role, key findings, and the impact of your insights on product/service improvements or business decisions.
• Methodology Variety: Evidence of experience across a range of qualitative and quantitative research methods, including usability testing, in-depth interviews, contextual inquiry, surveys, and data analysis.
• Data Analysis Proficiency: Demonstrations of statistical analysis skills, potentially through examples of data manipulation, statistical modeling, or interpretation of quantitative data using tools like Python, R, or SPSS.
• Insight Translation: Examples of how research insights were translated into concrete design recommendations, product enhancements, or strategic business decisions, with measurable outcomes where possible.
• Persona/Journey Map Examples: Visual examples of personas, user journey maps, or other artifacts created based on research data to represent user understanding.

Process Documentation:

• Candidates should be prepared to discuss their personal research process, including how they:
  • Initiate research projects and define research questions in collaboration with stakeholders.
  • Develop research plans, select appropriate methodologies, and create research instruments (e.g., interview guides, survey questionnaires).
  • Manage research logistics, recruit participants, and conduct research sessions.
  • Analyze qualitative and quantitative data, synthesize findings, and draw meaningful conclusions.
  • Communicate research results effectively to diverse audiences and drive adoption of recommendations.
  • Measure the impact of research insights on product development and business outcomes.

📝 Enhancement Note: The emphasis on translating insights into opportunities and advising on implementation suggests that the portfolio should not only demonstrate research rigor but also the candidate's ability to influence product strategy and drive operational change through research. Demonstrating experience with data analysis tools like Python, R, or SPSS is a key differentiator.

💵 Compensation & Benefits

Salary Range:

• The salary for this position ranges between €4,827 and €6,895 per month.

Benefits:

• 13th Month Salary: An additional month's salary is paid alongside the regular monthly salary.
• Holiday Allowance: Entitlement to holiday allowance, also paid with the monthly salary.
• Vacation Days: 27 days of vacation for a standard 5-day working week, plus one additional "Diversity Day."
• Pension Plan: Access to a modern pension plan administered by BeFrank.
• Learning & Development: Ample opportunities for training and skill development to foster continuous growth.
• Commuting Allowance: A 2nd class NS Business Card providing unlimited travel for both work and private use. Alternatively, mileage reimbursement is available for those using their own transport.
• Home Office Setup: Allowances are provided for setting up a home office.
• Internet Allowance: Reimbursement for internet usage at home.

Working Hours:

• The role is full-time, with an assumed standard 40-hour work week, though specific daily hours may vary. The on-site nature implies a structured work schedule within the Rotterdam office.

📝 Enhancement Note: The provided salary range appears to be a gross monthly figure for the Netherlands. Based on the experience level (8+ years), this range is competitive for a senior UX Researcher role in the Dutch market, particularly within the financial services sector. The benefits package is comprehensive, offering attractive perks for long-term employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Pension and Life Insurance)
Company Size: Large Enterprise (NN Group is a global financial services company).
Founded: NN Group has a long history, with its origins tracing back to the 19th century, indicating a stable and established organization with deep roots in the financial sector.

Team Structure:

• You will be part of the Data & Intelligence team within Marketing for the Life & Pensions business unit.
• This team consists of a manager and six specialists covering data analysis, market research, PowerBI reporting, CRM, and AI.
• You will work closely with the Lead User Experience Design and three dedicated UX Designers.
• Collaboration extends to colleagues in marketing, communications, and propositions departments to ensure seamless customer journeys.
• You will also connect with the broader NN Research Guild, a community of customer researchers across the company.

Methodology:

• Customer-Centricity: The team's core mission is to place customer experience at the center, understanding their needs and motivations to create optimal customer journeys.
• Data-Driven Decision Making: Reliance on data analysis, market research, and user feedback to inform strategies and decisions.
• Collaborative Approach: Emphasis on working closely with cross-functional teams to translate insights into tangible business opportunities and product improvements.
• Continuous Learning: Encouragement of knowledge sharing and development through internal communities like the NN Research Guild.
• Agile Practices: Likely adoption of agile methodologies, including design sprints, to facilitate rapid iteration and implementation of user feedback.

Company Website: https://www.nn-group.com/

📝 Enhancement Note: NN Group's established presence in financial services suggests a culture that values stability, expertise, and a structured approach to business operations. The integration of a UX Researcher into the Marketing and Data & Intelligence team underscores a commitment to data-informed marketing and customer experience strategies, which is increasingly vital in the competitive financial sector.

📈 Career & Growth Analysis

Operations Career Level: Senior UX Researcher. This level implies a significant degree of autonomy, strategic input, and potential for mentorship. The role is expected to not only execute research but also to influence research strategy and best practices within the team and across the organization.

Reporting Structure:

• The UX Researcher will report to a manager within the Data & Intelligence team (Marketing).
• Direct collaboration and functional guidance will come from the Lead User Experience Design.
• Peer relationships will be with other specialists in the Data & Intelligence team and fellow UX Designers.

Operations Impact:

• The UX Researcher's work directly impacts the customer experience, which is a critical driver of customer acquisition, retention, and overall brand loyalty in the financial services sector.
• Insights generated will inform product development, marketing campaigns, and digital service design, ultimately contributing to revenue growth and operational efficiency by ensuring products meet user needs and reduce support friction.
• By identifying opportunities and issues, the role helps the organization make more informed, customer-centric decisions, minimizing the risk of launching products or features that don't resonate with the target audience.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies (e.g., advanced quantitative analysis, behavioral economics) or a particular area of the business (e.g., digital channels, customer onboarding).
• Leadership: Transition into a Lead UX Researcher role, managing research projects and potentially a small team of researchers, or moving into a UX Design Lead or Product Management role.
• Cross-functional Mobility: Opportunities to move into related roles within Marketing, Product Management, or Data Analytics teams, leveraging research skills and business understanding.
• Mentorship: Gain experience mentoring junior researchers within the NN Research Guild or the immediate team.
• Industry Engagement: Participate in industry conferences, publish findings, or contribute to the UX and research community, enhancing professional visibility and network.

📝 Enhancement Note: The expectation of 8+ years of experience, coupled with the role's influence on strategy and collaboration with design leads, positions this as a critical, high-impact role. The growth opportunities suggest a path for career advancement within NN Group's broader user experience and data strategy functions.

🌐 Work Environment

Office Type: The role is described as "On-site" and located at "Rotterdam - Delftse Poort," indicating a traditional office-based work environment.

Office Location(s):

• The primary office location is Rotterdam, specifically at Delftse Poort. This is a major business hub in Rotterdam, suggesting a modern and well-connected office space.

Workspace Context:

• Collaborative Hub: The office environment is likely designed to foster collaboration, with shared workspaces, meeting rooms, and common areas to facilitate interaction with UX designers, data specialists, and marketing colleagues.
• Technology-Enabled: Access to necessary tools and technologies for UX research, data analysis (e.g., statistical software, potential access to PowerBI, UX design tools), and communication will be provided.
• Team Interaction: Frequent opportunities for direct interaction with the UX team, the Data & Intelligence specialists, and broader marketing and proposition teams to discuss research findings and co-create solutions.
• Knowledge Sharing: The presence of the NN Research Guild indicates a culture that supports and encourages shared learning and professional development among researchers.

Work Schedule:

• Full-time employment, typically adhering to standard business hours within the Netherlands (e.g., 9 AM to 5 PM, Monday to Friday).
• While the primary work is on-site, the provision of home office and internet allowances suggests a degree of flexibility or support for remote work activities that might supplement the office-based role, though the primary expectation is office presence.

📝 Enhancement Note: The "on-site" designation is crucial. Candidates should be prepared for a physical presence in the Rotterdam office, with the expectation of direct collaboration and engagement within the team's physical workspace. The allowances for home office and internet suggest a modern approach to employee support that acknowledges hybrid work realities, even if the primary model is on-site.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio by Talent Acquisition and potentially the hiring manager.
• First Interview: Likely a conversation with the hiring manager (Hilde Diemel) to assess overall fit, experience, and understanding of the role's core responsibilities. This may include behavioral questions and a high-level discussion of your research approach.
• Practical/Technical Interview: This stage could involve a case study presentation, a deep dive into your portfolio, or a discussion focused on your research methodologies, data analysis skills, and ability to translate insights into action. You may be asked to present a past project and discuss its impact.
• Team/Stakeholder Interviews: Meetings with UX Designers, Lead UX Design, and potentially other team members or stakeholders from Marketing or Propositions to evaluate collaboration skills, cultural fit, and how you approach cross-functional partnerships.
• Final Interview: Potentially a discussion with a senior leader or a final confirmation with HR.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by research area or project type. Ensure each case study has a clear narrative: problem, your role, methodology, insights, and impact.
• Quantify Impact: Where possible, use metrics to demonstrate the success of your research. Did it lead to a measurable increase in conversion rates, task completion, customer satisfaction, or a reduction in support tickets?
• Showcase Process: Clearly articulate your research process, including how you select methods, design studies, and analyze data. Highlight your proficiency with tools like Python, R, or SPSS.
• Highlight Collaboration: Provide examples of how you partnered with designers, product managers, and other stakeholders to implement research findings.
• Tailor to NN Group: Research NN Group's products, services, and customer base. Frame your portfolio examples to show how your skills are relevant to their specific needs, particularly in the pension and life insurance sector if possible.
• Dutch Context: Be prepared to discuss how you would adapt your research to the Dutch market and regulatory environment.

Challenge Preparation:

• Case Study: Be ready to present a detailed walkthrough of a complex research project from your portfolio. Focus on your thought process, decision-making, and the tangible outcomes.
• Methodology Questions: Expect questions about your preferred research methodologies for different scenarios, your approach to ethical research, and how you handle conflicting data or stakeholder opinions.
• Problem-Solving Scenarios: Prepare for hypothetical scenarios where you might need to quickly define a research problem, choose a method, and outline next steps within time constraints.
• Communication Skills: Practice articulating technical concepts clearly and concisely, especially when discussing data analysis and research findings.

📝 Enhancement Note: Given the emphasis on translating insights into opportunities and collaborating across teams, expect interview questions that probe your ability to influence and drive change. Demonstrating a proactive, business-oriented approach to research will be key. The portfolio review is likely to be a significant component of the evaluation.

🛠 Tools & Technology Stack

Primary Tools:

• Statistical Analysis: Python, R, SPSS (experience with at least one is required).
• Survey Platforms: Tools for designing and deploying online surveys (e.g., SurveyMonkey, Qualtrics, Google Forms).
• Interview/Usability Testing Tools: Platforms for conducting remote or in-person interviews and usability tests (e.g., Zoom, Lookback, UserTesting.com).
• Data Analysis & Visualization: PowerBI (preferred), Tableau, or similar tools for analyzing and visualizing research data and creating dashboards.
• UX Design & Prototyping: Figma, Sketch, Adobe XD (experience is a plus for understanding design context).
• Collaboration Tools: Microsoft Teams, Jira, Confluence, or similar for project management and team communication.

Analytics & Reporting:

• PowerBI for creating reports and dashboards on customer behavior and research outcomes.
• Potentially Google Analytics or similar web analytics tools for understanding user interaction with digital platforms.

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) and marketing automation platforms is a plus, understanding how user data is managed and utilized.

📝 Enhancement Note: Proficiency in statistical analysis tools like Python, R, or SPSS is a stated requirement, distinguishing this role from a purely qualitative UX researcher. Experience with PowerBI is also highly valued, indicating a need for strong data visualization and reporting skills to operationalize research findings.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep-seated commitment to understanding and prioritizing the needs, behaviors, and emotions of customers in all decision-making processes. This means advocating for the user and ensuring their perspective is represented.
• Data-Driven Insights: A belief in the power of data and research to inform strategy and drive effective outcomes. This involves a rigorous approach to data collection, analysis, and interpretation.
• Collaboration & Teamwork: A strong emphasis on working together across different departments and disciplines to achieve common goals. This includes open communication, knowledge sharing, and mutual support.
• Continuous Improvement: A mindset focused on constantly seeking ways to enhance processes, products, and user experiences through iteration, learning, and adaptation.
• Impact & Ownership: Taking responsibility for the outcomes of one's work and striving to make a tangible positive impact on the business and its customers.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with UX Designers, Marketing Specialists, Data Analysts, and Proposition teams to ensure research insights are understood and integrated into broader business strategies and product development cycles.
• Knowledge Sharing: Proactively sharing research findings, methodologies, and best practices within the immediate team and the wider NN Research Guild to foster collective learning and elevate research capabilities across the organization.
• Feedback Exchange: Open to receiving and providing constructive feedback on research approaches, findings, and project outcomes to drive continuous improvement.
• Empowerment: Encouraging team members to take initiative, experiment with new research methods, and contribute to shaping the future of user research at NN Group.

📝 Enhancement Note: The emphasis on "turning insights into opportunities" and "acting as a research ambassador" suggests a culture that values proactive contribution and knowledge dissemination, going beyond execution to influence and educate.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Insights into Action: The primary challenge will be effectively communicating complex research findings to diverse stakeholders and influencing decision-making to ensure insights are translated into tangible product or service improvements.
• Balancing Qualitative & Quantitative: Effectively integrating insights from both qualitative and quantitative research methods to provide a holistic understanding of customer behavior, especially when data may appear contradictory.
• Navigating Stakeholder Priorities: Managing varying stakeholder needs and priorities, and advocating for user-centric solutions even when they may conflict with immediate business goals.
• Market Dynamics: Keeping abreast of evolving customer expectations and market trends within the competitive pension and life insurance sector, and adapting research strategies accordingly.
• Data Integration: Working with diverse data sources and potentially siloed information, requiring strong data management and integration skills to build a comprehensive view of the customer.

Learning & Development Opportunities:

• Advanced Analytics: Opportunity to deepen skills in statistical analysis, potentially exploring machine learning applications in understanding customer behavior.
• UX Strategy: Contribute to the strategic direction of UX design and research within NN Group, influencing product roadmaps and customer experience initiatives.
• Industry Expertise: Gain in-depth knowledge of the pension and life insurance market, understanding its unique customer needs and regulatory landscape.
• Mentorship & Leadership: Develop leadership skills by mentoring junior researchers and potentially taking on project leadership roles.
• NN Research Guild: Access to a network of peers for knowledge sharing, workshops, and collaborative learning on cutting-edge research practices.

📝 Enhancement Note: The role offers significant opportunities for professional growth by combining deep research expertise with strategic business impact, particularly within a regulated industry like financial services. The challenge lies in operationalizing research effectively.

💡 Interview Preparation

Strategy Questions:

• Research Strategy: "Describe a time you had to choose between qualitative and quantitative research for a project. What factors influenced your decision, and how did you integrate the findings?"
• Stakeholder Management: "How do you ensure your research findings are understood and acted upon by non-researchers, such as product managers or marketing executives? Can you provide an example?"
• Problem Solving: "Imagine a scenario where user testing reveals a critical usability issue that would require significant development resources to fix. How would you present this to the product team and what trade-offs would you discuss?"
• Data Analysis: "Walk us through your process for analyzing quantitative research data. What statistical techniques do you commonly use, and how do you ensure the validity and reliability of your findings?"
• Process Improvement: "How do you identify opportunities for improving the user experience, and what steps do you take to validate these opportunities through research?"

Company & Culture Questions:

• NN Group's Customer Focus: "Based on your understanding of NN Group, where do you see the biggest opportunities to improve customer experience through research?"
• Team Collaboration: "How do you approach collaboration with UX designers and marketing teams? What is your ideal working relationship with them?"
• Research Advocacy: "How would you champion user research within an organization that might not fully grasp its value?"

Portfolio Presentation Strategy:

• Storytelling: Frame your case studies as compelling stories with a clear beginning (the problem), middle (your research process and findings), and end (the impact and recommendations).
• Visuals: Use clear visuals to support your explanations – screenshots of user interfaces, journey maps, personas, charts, and graphs of data.
• Focus on Impact: For each project, clearly articulate the business or user impact. Quantify results whenever possible.
• Your Role: Clearly define your specific contributions, especially in collaborative projects, highlighting your unique skills in data analysis and research design.
• Conciseness: Be mindful of time. Practice presenting your key projects efficiently, focusing on the most relevant details for the role.
• Q&A Readiness: Anticipate questions about your methodology, choices, and the outcomes of your projects.

📝 Enhancement Note: Prepare to discuss your experience with statistical analysis tools (Python, R, SPSS) and data visualization (PowerBI) in detail, as these are key requirements. Be ready to articulate how your research can directly contribute to business objectives in the Life & Pensions sector.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link: https://nngroup.wd3.myworkdayjobs.com/WDExternal/job/Rotterdam/UX-Researcher-NN_REQ2702353
• Portfolio Customization: Tailor your resume and portfolio to highlight your experience with both qualitative and quantitative research, statistical analysis using tools like Python, R, or SPSS, and your ability to translate insights into actionable business opportunities. Showcase case studies that demonstrate your end-to-end research process and measurable impact.
• Resume Optimization: Ensure your resume clearly lists your years of experience in user research, educational background, and proficiency in relevant tools. Use keywords from the job description, such as "qualitative research," "quantitative research," "data analysis," "usability testing," and "stakeholder management."
• Interview Preparation: Practice articulating your research methodology, decision-making processes, and the impact of your work. Prepare to walk through your portfolio and discuss specific case studies in detail, focusing on your role and the outcomes. Be ready to answer behavioral and situational questions related to collaboration and problem-solving.
• Company Research: Familiarize yourself with NN Group, its mission, values, and offerings in the pension and life insurance market. Understand the company culture and the team structure to better articulate your fit and interest during the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.