Customer Experience & Process Lead

At Beerwulf, we make it easy to pour freshly chilled, pub-quality draught beer at home. As Customer Experience (CX) & Process Lead, you will be the authority on CX across all markets, building and streamlining processes with the customer at the center.

You will represent the Voice of the Customer in strategic decision-making, lead cross-functional projects that improve efficiency and customer satisfaction, and use innovation, AI, and Service Design techniques to transform customer journeys and internal processes.

Your key responsibilities

• Customer Experience Ownership: Own CX across all markets and facilitate process improvement sessions using Service Design methodologies.
• Facilitate service process design across Beerwulf for customer-facing touchpoints.
• Represent Customer Care in S&OE meetings, implement feedback loops, and advocate for the Voice of the Customer.
• Map and own customer journeys, ensuring cross-departmental alignment.
• Build frameworks that ensure customer feedback reaches the right teams and is acted upon.
• Implement social listening solutions to capture real-time customer sentiment.
• Budget & Financial Impact: Drive savings through chatbot and email automation, evaluate suppliers and tools, and manage Zowie ROI.
• Manage budgets relating to Staffords, E-Care, and WIK.
• Innovation & Service Design: Identify innovation opportunities in Customer Care, particularly through AI and automation.
• Use Service Design techniques to evaluate and prioritize solutions with cross-functional teams.

Who you are

• University degree preferred.
• Strong demonstrated experience in Customer Care or Customer Experience.
• Practical mindset and hands-on mentality.
• Confident operating with ambiguity and limited structure.
• Able to take ownership and drive outcomes independently.
• Comfortable challenging, influencing, and representing the Voice of the Customer.
• Able to work collaboratively across departments.
• Fluent English, spoken and written.

What’s in it for you?

• Gross monthly salary of €3,461 to €4,327, based on experience and expertise.
• Travel allowance and commuter reimbursement.
• Working-from-home allowance of €2.35 net for each full day worked from home.
• Possibility to participate in the Heineken Savings account.
• 30 leave days on a full-time basis.
• Possibility to work remotely from abroad for up to four weeks in a rolling 12-month period, in line with the Beerwulf Work From Abroad Flex Policy.
• Gym and health insurance discounts.
• Detailhandel Pensioen pension fund.
• Access to the Heineken canteen.

Application

Send an updated CV demonstrating why you are a strong match. A cover letter is encouraged.