Head of Customer Insights

Who you are

• Core Industry Knowledge: 5+ years of deep, hands-on domain experience within the payments, acquiring, or merchant fintech ecosystem
• Regulatory & 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)
• Proven Public Speaker: Proven track record as a keynote speaker, panelist, or executive moderator at industry conferences and client events (portfolio or speaking samples preferred)
• Customer Research & Insights: Demonstrated ability to shape product strategy, roadmaps, and business decision-making through customer insights and market feedback
• Executive Presence: Proven track record building and scaling Customer Advisory Boards, engaging enterprise accounts, and influencing C-suite stakeholders
• Ecosystem Influence: Experience representing a company in industry forums and influencing external stakeholders (e.g., regulators, card networks, partners)
• Cross-Functional Leadership: Proven ability to lead strategic initiatives in a global, matrixed organization
• Mindset: Strategic, entrepreneurial thinker with exceptional storytelling abilities and a passion for elevating the customer voice

What the job involves

• 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

The application process

• Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role

Benefits

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