Head of Customer Insights, Europe

Skills this role screens for

About the role

This is Adyen

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.

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.

The work

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 they want

Who You Are

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.

• 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.