Research & Insights Specialist

The Research & Insights specialist is responsible for the execution of customer research and gathering market insights at ICS. Running continuous surveys like NPS, starting ad hoc analyses like proposition feasibility study and collating and sharing market insights. The role is new at ICS, as it is recognized that this discipline deserves full time focus. You like to develop this role and elevate ICS’ market and customer research standard.

Your job

In your role as Research & Insights specialist you report to the Head of marketing & communication. You’re part of the marketing & communication team, and your stakeholders are all over the ICS organization. You develop your domain’s roadmap to grow ICS on its research and insights. As ICS is a customer centric organization (we are proud on our relational NPS), you have the drive and opportunity to share the insights and create new insights, that will grow ICS. Both in customer satisfaction and/or our commercials.

Research:

• Run and optimize studies like relational and transactional NPS
• Initiate new customer research methods (online, face to face)
• Execute ad hoc and continuous studies based on requests from the stakeholders
• Share results and assure follow-up
• Develop and manage the roadmap and backlog

Insights:

• Gather market (segment) trends and insights and share them with the segment development leads
• Develop a pragmatic knowledge base
• Combine various external sources, public and by our partners like Visa and Mastercard
• Cooperate with data teams to validate external insights with ICS data
• Flag insights that require follow-up

Working environment

International Card Services (ICS) is a 100% subsidiary of ABN AMRO Bank N.V. with its own independent bank license with DNB and AFM. ICS is a payment service provider and market leader in issuing credit cards in the Netherlands, We have been issuing, promoting, administrating, and processing payments of Visa and Mastercard credit cards for over 35 years. ICS issues credit cards both under its own brand and in conjunction with co-branding partners, for both consumer and commercial clients. In addition, we offer various other financial services and products.
Our credit cards can be used worldwide to pay at more than 46 million addresses and in any currency. In the Benelux there are now about 2.7 million people with a credit card issued by ICS. Our customers not only pay carefree everywhere, but also with extra security: their purchases are insured, and we guarantee delivery.Our purpose ‘Carefree Payments’ and our vision and our mission ‘We offer our customers and partners relevant, sustainable and secure payment products’ are at the heart of all our activities. We believe that this sets us apart from other companies. In other words: a solid reason to choose ICS. In our view, reliability, security, and carefree payment should go hand in hand. We unburden our customers when it comes to payment solutions. And offer them the opportunity for carefree payments everywhere. In this way we contribute to a safer society and increase confidence in our financial institutions.The culture within ICS can be described as people and service-oriented, helpful and a will to be successful. Servicing our customers is in our genes. Our core values are:

• Courage
• Care
• Collaboration

Your profile

You live and breathe sharing customers and market insights. You feel the need for fact-based decisions and want to contribute by your insights. You are a self-starter and connect easily with stakeholders. You like to work solo as in multidisciplinary teams. You know how to get your message across by using storytelling techniques as well as creating compelling dashboards and presentations.

Qualifications

• Minimum of 3 years in customer experience or market research
• Bachelor’s degree in Marketing, Business Administration or related field
• Knowledge of (market) research methodology
• Knowledge of the (card) payments market, preferred

Skills

• Execution and planning
• Self-starting
• Backlog and roadmap management
• Analytical skills
• Ability to work effectively with cross-functional teams
• Excellent verbal and written skills, both in Dutch and English

We are offering

• The gross monthly salary displayed above is based on a 36-hour work week, including vacation pay and benefit budget.
• The Benefit Budget is 11% of your salary. The Benefit Budget allows you to acquire additional employment benefits. If you make no purchases or reservations in the Benefit Shop in a given month, you are paid one twelfth of your Benefit Budget that month.
• Five weeks of vacation per year. You have the option to purchase an additional four weeks per year.
• Personal development Budget of € 1,000 per year, which you can accumulate up to € 3,000.
• Possibility to work from home (in consultation with your team and depending on your position).
• An annual public transport pass with free public transportation throughout the Netherlands.
• An excellent pension scheme.

Interested?

For more information, you can reach Maarten Limmen (mlimmen@icscards.nl). Let’s connect!

Equal opportunities for all

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.

Disclaimer external recruitment agencies

External recruitment agencies need to have a signed agreement with ABN AMRO BANK N.V., executed by a Talent Acquisition Specialist, when submitting a resume to a vacancy. No unsolicited services or offers, please.