At a Glance
- Tasks: Lead customer insights and shape the future of commerce in the payments ecosystem.
- Company: Join Adyen, a leading financial technology platform trusted by major brands.
- Benefits: Competitive salary, career growth opportunities, and a diverse, inclusive culture.
- Other info: Dynamic environment with a focus on collaboration and innovation.
- Why this job: Make a real impact by amplifying merchant voices and influencing industry trends.
- Qualifications: 5+ years in payments or fintech, strong public speaking and customer insight skills.
The predicted salary is between 60750 - 74250 £ per year.
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.
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.
What You’ll Do
- Thought Leadership & Brand Amplification
- Develop and publish high-impact thought leadership content that showcases Adyen’s domain expertise and merchant success.
- Lead executive conference speaking strategy, serving as a key spokesperson at high-profile events.
- Partner with Marketing, PR, and Communications to amplify Adyen’s brand through media, analyst relations, and industry channels.
- Drive event strategy and prioritization to maximize customer and market impact across Europe.
- Industry & Regulatory Influence
- 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.
- Customer Insights & Advisory
- 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.
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.
Our Diversity, Equity and Inclusion commitments: Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.
Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!
What’s next? 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. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.
This role is based out of one of our European offices. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.
Head of Customer Insights, Europe employer: Adyen
Adyen is an exceptional employer that champions innovation and ethical solutions in the financial technology sector. With a strong focus on diversity, equity, and inclusion, employees are encouraged to bring their unique perspectives to the table, fostering a collaborative work culture. Based in London, the company offers ample opportunities for professional growth and development, making it an ideal place for those looking to make a meaningful impact in the payments and fintech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Insights, Europe
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adyen. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adyen before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Insights, Europe
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adyen:Your cover letter is your chance to shine! Tell us why you want to work at Adyen specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adyen!
How to prepare for a job interview at Adyen
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
