Internship - Global Customer Experience & Innovation

Internship - Global Customer Experience & Innovation at HEINEKEN

Company: HEINEKEN

Internship - Global Customer Experience & Innovation

Are you passionate about customer experience and digital transformation? Join HEINEKEN’s Global Customer Service Capability Team and support us in improving global user adoption of our customer service tools and platforms. Your work will help ensure seamless service delivery and enhanced customer satisfaction across our Operating Companies (OpCos).

The internship

As an intern, your main mission will be to support user adoption and continuous improvement, through:

• Helping to build and manage the Customer Care community, driving engagement and knowledge sharing
• Sharing and scaling good practices
• Updating and enhancing training materials
• Investigating user feedback and driving improvement of functionalities
• Contributing to communication and engagement initiatives to promote platform usage

You’ll work closely with the Customer Care Management team within the Global Customer Service Capability Team, collaborating across departments and international markets to drive customer service excellence.

During your internship you will get the opportunity to get to know HEINEKEN as a company, also outside your department. We give you the trust and freedom, so you can work like a real entrepreneur. We like to bring the outside world inside and therefore we embrace new, fresh ideas with enthusiasm. Of course always with the guidance that is right for you.

The department

The Customer Care Management team within Global Customer Service & Logistics manages diverse global programs relevant for customer experience; RQC (Request, Queries, and Claims management), CC (Contact Centre), and VoC (Voice of Customers). The RQC&CC team works very cross functional, we are part of Global Supply Chain, and at the same time work closely together with Global Sales, and Global Digital & Technology as RQC &CC are part of multiple initiatives & programs:

1. Foundation of the Customer Centricity framework of Heineken.
2. A core enabler for Heineken’s omni channel touchpoint strategy.
3. A crucial building block of the Digital Back Bone (DBB) Program which is the biggest transformation program in Heineken’s history.

The intern will be reporting to Global Customer Service Capability Manager, responsible for RQC & CC development. RQC&CC is Microsoft Dynamics 365 & Genesys based product, which is a key enabler for shaping superior customer experience.

The terms of employment

• Your starting date is 1 September 2025
• The internship is fulltime
• The duration of the internship is 5 or 6 months (in consultation with your internship supervisor)
• It is a practice-oriented internship
• You will be based in Amsterdam (Schiphol and de Pijp office)
• During your internship, you have the flexibility to work in a hybrid setup
• You will receive an internship fee of €650 gross pm based on 40 hours per week
• You will enjoy 2 vacation days per month (based on fulltime)
• If you do not have a student OV product, your commuting expenses will be fully reimbursed

The unique you!

At HEINEKEN, we trust you to take initiative and give you space to grow. We’re excited to learn from each other. Ready to brew your future with us?

1. Currently enrolled in a master’s degree programme, preferably in a business/digital/tech area
2. You have a passion for customer experience and an interest in digital tools and service innovation
3. You enjoy collaborating in an international environment and turning feedback into improvement
4. Proactive, enthusiastic, disciplined and high learning agility
5. Strong project management skills

We believe that everyone has unique talents and are therefore looking for you!

Conditions of HEINEKEN

1. You are enrolled at an educational institution.
   1. In the case of non-EU nationality, you must be registered as an intern with a Dutch educational institution, from which we receive proof of enrollment for the current academic year from you.
   2. In case of EU nationality, you may also be registered as an intern at educational institutions outside the EU.
2. Living in the Netherlands during internship (HEINEKEN does not facilitate housing).

Interested?
Great! For more information about this vacancy, please contact werkenbijheinekennederland@heineken.com.

Are you unsure if there is a perfect match? If so, we would still encourage you to apply!

Working at HEINEKEN

Every day we work with pride on our great products that you have certainly had in your hand at a party, during a work meeting or at home on the couch. HEINEKEN is much more than just beer. What about brands like Heineken 0.0, Apple Bandit, Amstel Radler and Birra Moretti. We actively work to create a pleasant work environment where everyone feels respected and has equal opportunities. Your personality, knowledge and skills are the success of our organization.

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