Head of Retention

As our Head of Retention, your mission is to ensure that once a user joins bunq, they stay and fall in love with our product.

You will be the voice of the user, deeply understanding their life-stage needs and building a world-class, AI-driven retention strategy. Your work will deliver personalized value, foster loyalty, and turn our users into lifelong champions.

Take Ownership

• Understand behaviour (not just opinions)

• Build a clear view of how users actually use bunq: frequency, depth, moments that matter, and drop-off patterns.

• Detect when someone is thriving (“active”) vs. slipping away (“at risk”) vs. gone (“churned”) , and why.

Make Bunq Feel Relevant to Each Life Stage

• Turn life events and intent into simple, actionable personalization (not creepy, not noisy).

• Guide users to discover the features and benefits that match their current situation , and make them fall in love with bunq.

Communicate with Precision and Empathy

• Deliver messaging that’s useful, well-timed, and segment-specific: tips, reminders, rewards, nudges, winback.

• Ensure every message earns attention and builds trust (tone, timing, content, frequency).

Fix Retention Leaks at the Source

• Identify journey gaps and product friction that drive churn.

• Partner with Product, Data, Research, Support, and Operations to structurally remove issues , not patch them with more messaging.

Win Users Back

• Design and run winback programs that rekindle the relationship with a clear reason to return.

• Learn what actually reactivates behaviour and compound it.

Requirements

• Build, lead, coach, and grow a 10–15 person team

• Set the retention strategy across lifecycle touchpoints: onboarding → activation → habit building → monetization → loyalty → winback.

• Own the lifecycle roadmap and run a high-velocity experimentation program (A/B testing, multivariate where useful).

• Build a strong measurement framework (north-star, segment KPIs, journey-level dashboards, causal thinking).

• Establish a tight feedback loop: quantitative behaviour + qualitative user insight (interviews, outreach, research).

• Proactively monitor user sentiment and emerging issues (including external signals) and drive fixes before they scale.

• Create scalable, AI-first systems that help navigate and orchestrate the user journey

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