As Senior Director of User Engagement, you own the entire user journey from first touch to loyal, monthly active user. You'll lead the teams responsible for activation, onboarding, retention, and CRM lifecycle management , turning awareness into long-term usage at scale.

This role is about ownership, impact, and execution. You'll translate bunq's mission into experiences that users feel from day one , and keep coming back for.

Take Ownership

You are accountable for turning interest into engagement and engagement into habit.

• Own the full lifecycle: from first interaction to monthly active user
• Lead and scale the Engagement function, including activation, onboarding, retention, and lifecycle initiatives
• Set the vision, strategy, and execution roadmap for how users experience bunq globally

Drive Onboarding & Activation

Getting started with bunq should feel effortless , and irresistible.

• Design and continuously optimize onboarding flows that convert new users into active users
• Identify friction points and remove them using data, experimentation, and product thinking
• Design flows to drive the first key activation milestone (e.g., first deposit, tap, goal setup) to foster early retention

Improve Retention Through Timely, Relevant Communications

The right message at the right time can turn a one-time user into a daily habit.

• Build and optimize multi-channel lifecycle communications across email, push, and in-app to drive engagement and retention
• Create triggered journeys for key moments (activation nudges, feature adoption, drop-off recovery, winback, plan upsell)
• Continuously test and iterate messaging, timing, and targeting using experimentation and data insights

Grow Monthly Active Users (MAU)

Keep users engaged with the product to drive long-term value and retention.

• Identify and implement strategies to increase product usage, frequency, and depth of engagement (e.g., using more features, higher transaction volume)
• Develop and execute upsell/cross-sell campaigns to move MAUs to higher-value plans, increasing LTV
• Leverage data and product insights to minimize churn and maximize customer retention

Requirements

• Proven experience owning user lifecycle, activation, retention, or growth at scale
• Strong product mindset with a data-driven approach to decision-making
• Expertise in cross-functional leadership, effectively partnering with Product, Marketing, Design, and Compliance teams to deliver results
• A track record of owning and exceeding major business metrics (e.g., DAU/MAU, LTV, Churn Rate) and being fully accountable for outcomes
• A commitment to continuously raising the bar for team performance, product quality, and overall user experience

Your Space to Perform

We give you the space and the tools you need to succeed

• Join forces with great colleagues across the globe to revolutionize banking
• Make lasting impact by working on complex & exciting challenges
• Profit sharing based on the impact you make and bunq's performance
• Great, international colleagues who share your mindset
• Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly
• Digital Nomad program: work remotely 1 week per quarter after 1 year and 3 weeks per quarter after 2 years
• We support growth with bunq Academy and €1,500 annual learning budget
• A massive discount with Urban Sports for your wellbeing
• Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices)
• A MacBook so you can Get Shit Done with us
• Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options
• An optional pension plan with monthly contribution from bunq
• Monthly contribution to your phone and internet bills
• Friday drinks and other celebrations - bunq style

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The position blends hands-on systems administration, workflow configuration, lightweight tool development, and cross-functional partnership to support evolving business needs.

This role is not limited to a fixed set of platforms. We are looking for someone who is intellectually curious, adaptable, and eager to learn new technologies as our enterprise landscape evolves.

Responsibilities:

Administer and own enterprise SaaS applications including DocuSign, Confluence, Ashby (Lever), Ramp, and related platforms. Manage user lifecycle operations and role-based access controls across enterprise systems such as Salesforce, NetSuite, and Workday. Configure workflows, permissions, automations, and integrations to support evolving business needs. Manage and triage the ServiceNow queue, fulfilling requests and routing development tickets appropriately. Build and deploy lightweight internal tools and workflow solutions, leveraging coding agents such as Claude and Codex where appropriate. Partner cross-functionally to translate operational requirements into scalable system solutions. Maintain SharePoint and Confluence structures, governance standards, and information architecture across Enterprise Technology. Ensure security, data integrity, documentation standards, change management discipline, and compliance readiness across platforms. Continuously evaluate and learn new enterprise platforms, tools, and technologies as business needs expand.

Qualifications:

5+ years of experience in IT engineering, enterprise applications administration, or systems engineering. Hands-on experience administering SaaS platforms such as DocuSign, Confluence, Ashby (Lever), Ramp, Salesforce, NetSuite, Workday, or similar systems. Strong ability and demonstrated willingness to quickly learn and administer new enterprise platforms not previously supported. Experience managing ServiceNow queues, ticket triage, and cross-functional coordination. Strong understanding of user lifecycle management and role-based access control (RBAC). Experience building lightweight internal tools, automations, or workflow-based applications. Experience working with APIs, system integrations, SSO (Okta/Azure AD), and identity management platforms. Familiarity with secure integration design and data governance principles. Experience operating in compliance-focused or audit-sensitive environments preferred. Bachelor’s degree in Computer Science, Information Systems, or related discipline, or equivalent work experience.

Keys to Success in This Role:

Strong collaborator and cross-functional partner. Comfortable operating in structured, compliance-oriented environments. Demonstrated intellectual curiosity and eagerness to take ownership of new systems and technologies. Ability to quickly understand new technologies and evolving enterprise platforms. Strong analytical skills with the ability to address complex business and technical issues. Ownership mindset with disciplined execution and attention to detail. Ability to work effectively in high-growth, rapidly scaling enterprise environments.

Physical Demands:

Prolonged periods of sitting at a desk and working on a computer. Occasional standing and walking within the office. Manual dexterity to operate a computer keyboard, mouse, and other office equipment. Visual acuity to read screens, documents, and reports. Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies. Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages).

Additional Information:

Benefits: Medical Insurance: Comprehensive health insurance plans covering a range of services Saronic pays 100% of the premium for employees and 80% for dependents Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care Saronic pays 100% of the premium under the basic plan for employees and 80% for dependents Time Off: Generous PTO and Holidays Parental Leave: Paid maternity and paternity leave to support new parents Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses Retirement Plan: 401(k) plan with company match Stock Options: Equity options to give employees a stake in the company’s success Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage Pet Insurance: Discounted pet insurance options including 24/7 Telehealth helpline Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office

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