UX Researcher - Sr. UX Researcher Consumer

Benodigde opleiding: HBO

For the client we are looking for a Sr. UX Researcher Consumer role;

Important:

• We are looking for 1 FTE;
• We will close the vacancy before the indicated deadline when we received enough professionals;
• Suppliers can offer just one candidate for this position. Multiple candidates per supplier are not allowed, all candidates will be rejected;
• Please clearly indicate in the motivation field whether the candidate has any planned vacation or special leave during the duration of this assignment; • Please provide in the CV whether an internal reference can be requested. If the candidate is currently working at, or has recently working at the client, we would appreciate receiving the name and job title of the relevant team lead;
• ZZP Allowed: No;

Senior UX Researcher, Consumer Banking | User Research |

Would you like to use research to improve the mobile banking experience for millions of customers?

Summary:

As a Senior UX Researcher in Consumer Banking at the client, you will conduct research that directly shapes the experience of more than 8 million retail customers. You will turn customer insights into tangible improvements and help teams make better decisions about design, services and the customer experience. You combine strategic thinking with hands-on research and work across both the consumer domain and Growth Acceleration.

At a glance:

• You conduct qualitative and quantitative user research;
• You collaborate with designers, product managers and researchers;
• You help create a better mobile banking experience for retail customers, including Generation Z.

What will you do as a Senior UX Researcher in Consumer Banking?

As a Senior UX Researcher in Consumer Banking, you know how to uncover the drivers of customer behaviour and translate insights into better customer experiences.

• You plan, organise and conduct user research using a range of methods, translating the findings into clear recommendations;
• You explore topics such as financial well-being, privacy, sustainability and the mobile banking app;
• You advise design teams and business stakeholders on knowledge gaps, research priorities and customer needs;
• You coordinate research activities across multiple workstreams and safeguard research quality;
• You coach designers and product managers in conducting research and help further strengthen research maturity across the organisation.

You will spend a significant part of your time within Growth Acceleration, helping to develop the best mobile banking experience for Generation Z. Your research will cover themes such as AI-enabled banking, shared banking and financial well-being. You are confident in challenging assumptions and can determine when additional research will—or will not—add value.

Skills, tools and areas of expertise:

• Qualitative user research;
• Quantitative user research;

Usability testing and interviews;

• Surveys, statistics and data analysis;
• Diary studies, field research and experimental research methods.

Together, we achieve more than we do alone

We believe in the power of difference. By bringing together different perspectives, we become an even better bank. We are keen to discover what you will bring to our Chapter Design team.

You will join Chapter Design, a community of designers and researchers within the client. Here, you will work with multidisciplinary teams to improve customer experiences and strengthen research quality. Together, you will share knowledge, learn from one another and help the client make customer-focused decisions.

Why everyone is welcome at the client

At the client, we are building a culture in which everyone feels welcome. We value our differences and draw on them to collaborate more effectively and make better decisions. By embracing different perspectives, we create an environment in which colleagues feel heard.

What do you bring?

Must-haves:

• At least five years of experience as a UX researcher in a complex working environment;
• Experience independently leading large-scale, complex research initiatives;
• In-depth knowledge of qualitative and quantitative research methods;
• The ability to oversee and prioritise multiple research workstreams simultaneously;
• Strong advisory skills and the ability to challenge stakeholders constructively; • Experience translating insights into actionable recommendations for design, product and business challenges;
• Strong command of English.

Nice-to-haves:

• Proficiency in Dutch;
• Experience with usability testing, interviews, surveys, analysis, diary studies and field research;
• A pragmatic, proactive and flexible approach to work;
• A strong interest in collaboration, inclusion, innovation and continuous improvement.

Frequently asked questions

Is this role a good fit for my level of experience?

This role is intended for experienced UX researchers who can independently lead complex research programmes and advise organisations based on customer insights.

What will I do day to day as a Senior UX Researcher in Consumer Banking?

You conduct research, analyse insights, advise stakeholders, coach colleagues and ensure that research findings are applied in design and product decisions.

Which skills, tools and technologies will I use?

You work with qualitative and quantitative research methods, including interviews, usability testing, surveys, data analysis, diary studies and field research.

Can I work in a hybrid arrangement?

Yes. Wednesday is a designated office day. In addition, colleagues generally work from the office on Tuesdays and Thursdays.

Which team will I join, and who will I work with?

You will work within Chapter Design, collaborating with designers, product managers, researchers and other stakeholders across the consumer domain and Growth Acceleration.

Additional Information:

• All departments are working hybrid, in terms of the client @anywhere policy;
• Due to the congestion at the parking lot the client location Croeselaan in Utrecht, a new parking policy will be introduced as of April 2026. From Monday through Thursday, external staff will no longer be able to park at the Croeselaan. Parking for external staff will remain permitted on Fridays only;
• Please note: midlance constructions are not allowed according to the client policy. Do not offer candidates via this construction. This will be investigated during the screening;
• Suppliers must be aware of the laws and regulations regarding employment conditions and the client’s Collective Labour Agreement. This assignment is placed in scale 09;
• We would like to receive the personal motivation of the candidate and CV in English;
• A candidate should be submitted exclusively to the intermediary – the client during the exclusivity period of 4 business days on one request;
• Furthermore, the candidate has to be available throughout the entire duration of the assignment;
• All submitted candidates must be in possession of a valid Passport or ID card, which must be taken along to the interview and at the start of the assignment;
• Pre-employment screening: If the candidate is selected to start, a pre-employment screening will be executed. As of July 1, 2026, a new PES regulation applies. The PES is outsourced to an external party. More information can be found in Annex A. Your candidate is only allowed to start after the pre-employment screening has been completed successfully;

This agreement can be requested in advance;

IMPORTANT!:

• Complete all candidate details correctly. Enter the candidate's contact details under ‘email address and telephone number’! The same applies to the address. This is information the client needs to receive with the submission. Incomplete/incorrect submissions risk being rejected.