Internship Customer Experience & Continuous Improvement

KLM Royal Dutch Airlines; Schiphol; In loco; EUR 12.000 - 18.000; Tempo pieno

Vantaggi offerti da questo lavoro

Internship allowance

Networking opportunities

KLM Taxibaan association for interns

Descrizione del lavoro

KLM Royal Dutch Airlines is offering an internship in Commercial Operations within Component Services. You will analyse NPS results, customer feedback, and other customer insights to identify patterns and opportunities for improvement.

You will turn insights into practical actions that enhance the customer experience. You will work with teams across CX, operations and commercial processes, and may contribute to internal communications and knowledge sharing within the department.

Competenze

• Analytical and data-driven approach to customer insights.
• Strong communication and stakeholder engagement.
• Proactive, curious, and able to work independently.

Mansioni

• Analyse NPS results, customer feedback, and insights.
• Identify patterns, trends and improvement opportunities.
• Translate insights into practical actions for better CX.
• Support development of a structured approach to following up on feedback.
• Collaborate with Customer Experience, Operations and Commercial teams.

Conoscenze

Data analysis

Customer insights

Communication

Stakeholder management

Independent work

Curiosity

Formazione

Bachelor's degree in Business Administration/International Business/Marketing/Customer Experience/Commercial Economics/Communications/Applied Psychology

Descrizione del lavoro

What will you do?

Customer Experience (CX) and customer feedback will be at the heart of your internship. You'll analyse NPS results, customer feedback and other available customer insights to identify patterns, trends and opportunities for improvement. You'll then help us turn these insights into actions that contribute to a better customer experience.

You may work on topics such as:

• Analysing NPS results and customer feedback;
• Identifying trends, recurring themes and opportunities for improvement;
• Investigating which factors positively or negatively influence the customer experience;
• Translating customer insights into practical improvement initiatives;
• Supporting the development of a structured approach to following up on customer feedback;
• Strengthening the connection between customer experience, operations and commercial processes;
• Advising on how Customer Experience can be further embedded across the organisation.

You'll work with different teams within Component Services and have the opportunity to conduct independent research and test your recommendations in practice.

If progress on your main project allows, you'll also have the opportunity to contribute to the development of internal communications within Commercial Operations.

This could include:

• Exploring how information can be shared more effectively across the department;
• Helping develop communication materials and updates;
• Supporting efforts to increase engagement with improvement initiatives;
• Highlighting achievements, successes and key developments;
• Supporting knowledge sharing and collaboration across the department.

This additional project will give you the opportunity to gain experience in communications and organisational development, alongside Customer Experience.

Where do you land?

You'll join Commercial Operations within Component Services, part of KLM Engineering & Maintenance. Commercial Operations connects our customers and suppliers with the various operational teams within Component Services. In this international environment, commercial activities, customer experience, operations, data and continuous improvement come together.

During your internship, you'll work with a range of stakeholders, including Customer Support Managers, Business Intelligence specialists, operational teams and management. This will give you a broad understanding of how customer focus and service delivery work within a complex international organisation.

Your profile

You're currently studying for a bachelor's degree at a university of applied sciences, for example in:

• Business Administration;
• International Business;
• Marketing;
• Customer Experience;
• Commercial Economics;
• Communications;
• Applied Psychology;
• Or a related field.

In addition:

• You're analytical and enjoy working with data and customer insights;
• You're interested in Customer Experience and service delivery;
• You're a confident communicator and comfortable speaking up;
• You enjoy working with different stakeholders;
• You're proactive and able to work independently;
• You're curious about how organisations improve and change;
• You can turn insights into practical recommendations.

What do we offer

KLM offers you a highly instructive experience in a dynamic organisation in which you will play an important role. You can develop yourself considerably during this internship, both personally and professionally. In addition, this internship offers you the opportunity to build up your network, as you will be working with many different KLM employees!

Another advantage of a internship at KLM is the KLM Taxibaan association run by and for interns. This association expands your network and organises fun events and interesting excursions within the KLM organisation. There is also a internship allowance.