Internship - Voice of the Customer Analytics

The internship

HEINEKEN is on a journey to become the best-connected brewery in the world. This starts by connecting with our customers, listening to their feedback and acting on it. We have made a big step by successfully implementing a Voice of the Customer Program across all Regions, which has given us valuable insights on our strengths, but also on what we need to improve to continue making our customers happy.

As our program evolves, we are looking for you to help us take Voice of the Customer to the next level! After surveying & engaging millions of customers across the world during the past years, we want to leverage on the data and feedback to enable the organization with the right actions to improve the customer experience.
Your responsibilities:

• Design, perform & evaluate A/B Tests to improve our Voice of the Customer Indicators (eg. response rate)
• Analyze customer open feedback by grouping it & define next best action (eg. using AI and/or other models)
• Understand how NPS correlates with other indicators (eg. Revenue, Complaints, Churn)
• Supporting on the documentation and training materials around the topics above
• Engaging and collaborate with other departments like Customer Centricity, Global Analytics and other Supply Chain teams

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

Global Customer Service & Logistics is an international department, within Heineken’s Head Office. We are a diverse team with more than 15 nationalities and backgrounds, all focused on supporting our local Operating Companies to better serve our customers, always keeping a customer centric and value driven mindset.
Within CS&L, you will report into the VOC team, who works very cross-functionally with other Supply Chain teams, Global Sales & Global E-business, as well as our local Operating companies. The VOC team is responsible to support live Opcos, and implement & improve the VOC capability to drive customer value. The terms of employment

• Your starting date is 1 February 2024
• The internship is fulltime(in consultation also 4 days a week possible)
• The duration of the internship is 5 or 6 months (in consultation with your internship supervisor)
• It is a practice-oriented internship (this can also be part of your thesis project)
• You will be based in Amsterdam/Schiphol Area
• Working hybrid (home & at location)
• You will receive an internship fee of €500 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 start of your internship

Together with a diverse group of interns from different departments you will start your internship at HEINEKEN. Together you will be introduced to the organization. Furthermore, you can organize fun activities with your fellow interns.

The unique you!

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

• Master’s student, preferably in Data Science or other STEM fields
• Fluent English language required – other languages are a bonus, but not essential
• Strong communication and interpersonal skills
• Excellent analytical skills
• Interest and/or experience in Customer Service/Sales field, Customer Centricity, HORECA, FMCG is always welcomed
• Passion for Customer centricity and Voice of the Customer B2B (Net Promoter Score)
• Experience in A/B Testing is a plus

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 or about the application process, please contact werkenbijheinekennederland@heineken.com or you can apply right now.

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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