Customer Experience & Process Lead

Heineken; Amsterdam; On-site; EUR 39,000 - 48,000; Full time

Benefits offered by this job

Travel allowance (NS card)

Home office allowance

Pension plan

Gym discount

Lunch access

4 weeks remote abroad per year

Job summary

Beerwulf, part of The HEINEKEN Company, is seeking a Customer Experience (CX) & Process Lead in Amsterdam to own CX across markets and streamline processes with the customer at the center. You will lead cross-functional projects, apply Service Design, AI and automation, and empower frontline teams to improve journeys and reduce operational workload.

The role offers a competitive gross monthly salary with travel, home-office allowances, a savings plan, and generous leave, emphasizing the voice of

Qualifications

• University degree preferred.
• Experience in Customer Care / Customer Experience.
• Able to work with ambiguity and limited structure.
• Independent ownership and driving outcomes.
• Comfort representing the voice of the customer within the company.
• Able to collaborate across departments.

Responsibilities

• Own CX across all markets and drive cross-functional projects.
• Lead process design and service design sessions for customer touchpoints.
• Represent Customer Care in cross-functional meetings and advocate the VOC.
• Map and optimize customer journeys with cross-department alignment.
• Implement social listening and feedback loops to improve experiences.
• Identify opportunities for AI and automation to reduce workload.

Skills

Customer Experience

Cross-functional collaboration

Ambiguity tolerance

Ownership mentality

Voice of the customer

English fluency

Education

University degree preferred

Job description

Company: BEERWULF (part of The HEINEKEN Company)

Location: Amsterdam - relocation is not supported and only local candidates are therefore being considered

Application Deadline: September 11th (please note we might close the role early if we receive sufficient applications, so don’t delay!)

About BEERWULF

At Beerwulf we make it easy to pour freshly chilled, pub-quality draught beer at home. Our top-notch home draught beer machines, curated keg selection, and unique bar accessories enable customers to pour the perfect pints in their living rooms, kitchens, or home bars.

As Customer Experience (CX) & Process Lead, you are the authority on CX across all markets, building and streamlining processes with the customer at the center. You represent the 'Voice of the Customer' in strategic decision-making across Beerwulf, ensuring feedback and insights translate into tangible improvements across every journey and touchpoint. You lead cross-functional, cross-departmental projects that drive efficiency, reduce operational workload, and elevate customer satisfaction. By applying innovation, AI, and Service Design techniques, you identify and deliver opportunities that transform both customer journeys and internal processes, becoming an expert for other departments to consult. You empower frontline teams, manage key partners and tools, and create the frameworks that embed a customer-first mindset across Beerwulf.

Your Key Responsibilities:

Customer Experience Ownership

• Responsible for CX across all markets.
• Facilitate sessions to improve internal processes within Customer Care, based on Service Design methodologies, as well as being a source of expertise for other departments.
• Facilitate sessions across Beerwulf to implement clear process design for any service that has customer touchpoints, reducing last-minute changes and poor implementation.
• Represent Customer Care in S&OE meetings, implementing feedback loops and advocating for the Voice of the Customer.
• Map and own all customer journeys, ensuring cross-departmental alignment.
• Build frameworks so customer feedback is systematically delivered to the right teams and acted upon.
• Implement social listening solutions to capture real-time customer sentiment.

Budget & Financial Impact

• Drive savings through improved deflection via chatbot and email automation (future scope).
• Supplier/tooling evaluation – manage Zowie ROI in line with operational needs.
• Manage budgets relating to Staffords, E-Care, and WIK.
• Identify opportunities for innovation within Customer Care, particularly leveraging AI and automation.
• Use Service Design techniques (upcoming training) to evaluate and prioritize solutions, partnering with cross-functional teams.

Who you are

Education: University degree preferred

Experience:

• Strong demonstrated experience within Customer Care / Customer Experience
• Practical mindset and hands-on mentality
• Confident operating with ambiguity and limited structure
• Comfortable taking ownership and driving outcomes independently
• Not afraid to challenge, influence, or tell people what needs to happen when required (must be comfortable representing the 'voice of the customer' within the company)
• Able to work collaboratively across departments

Language: English (fluent in speaking & writing)

What’s in it for you?

• A gross monthly salary ranging from €3.461 to €4.327, based on your experience and expertise.
• Travel allowance: NS business card with full reimbursement of your commute if you live more than 10 KM from the office or expense € 0,27 per kilometer up to 60KM per day for a return journey (parking spots at own expense)
• Working from home allowance: receive a work from home allowance of €2,35 net for every full day that you are working from home
• Savings account: Possibility to participate in the Heineken Savings account where you get 3.75% interest yearly
• Leave days: 30 days on full time basis
• Working from abroad: Possibility to work remotely (from abroad) for up to 4 weeks in a 12-month rolling period (In line with the Beerwulf Work From Abroad Flex Policy)
• Health: In order for you to stay healthy, we offer a gym discount of 25% with TrainMore. This is a big gym company with locations throughout the bigger cities of The Netherlands. Moreover, we can offer a discount of 5% at Zilveren Kruis, because Heineken is our main investor.
• Pension: Our pension fund is Detailhandel Pensioen. The total contribution to the fund is 24,75% for 2025. 18.5625% is contributed by Beerwulf, and 6.1875%is deducted from your gross salary (before taxes).
• Lunch: Access to the Heineken canteen where hot meals, sandwiches, snacks and drinks are available for purchase.