Vacatures customer support Amstelveen

Job title: UX Researcher Application

Location: Utrecht, Netherlands

Mode: 6-12 Months Contract

On-site requirement: 2 days per week

Requirements for submitting a CV: Must be submitted in Dutch

Candidate should be fluent Dutch speaker and ready to take interview in Dutch language.

• Work in the design & research chapter with about 20 professionals to support as UX Researcher across issues divided over the triple diamond for 12 digital scrum teams in the Digital & Customer Interaction department.
• Support various business units by conducting UX research and Customer Journey Mapping projects to improve products and services.
• Collaborate with scrum (product) and business teams and stakeholders to understand customer needs and pain points and identify and prioritize opportunities and solutions to improve customer experience and achieve business goals.
• Prepare and present research reports in a clear and concise manner and convey the value of research effectively.
• Operate in multidisciplinary teams and communicate proactively.

• UX researcher with 3+ years of experience.
• Familiar with a range of research methods: usability testing, concept testing, preference testing, surveys, interviews, etc.
• Ability to uncover the question behind the question and formulate a clear research objective.
• Experience drawing up recruitment criteria and recruiting respondents.
• Ability to write and present research reports in a catchy and concise manner; capable of conveying the value of research.
• Experience working in multidisciplinary teams.
• Proactive with strong communication skills.

• Pensions
• Non-life insurance
• Advisor portal
• Funeral insurance
• Investments

Customer Journey Mapping for Funeral Insurance - with the aim of reducing the number of low-cost customer support questions from people who want to know how they are insured (what is covered) and whether that is enough. Based on thorough desk research, data analysis and listening to customer support conversations, we identified three areas of opportunity and organized design sprint-style sessions with stakeholders to co-create solutions.