Senior Customer Experience Specialist

At HEINEKEN Kraków (HEINEKEN Global Shared Services), we believe that Customer Experience is a key driver of success. As part of our commitment to transformation and digital excellence, we are enhancing our approach to managing and improving customer experience across our global operations. With the Digital Backbone (DBB) program introducing over 40 platforms into HEINEKEN’s digital landscape, we aim to ensure a seamless and user-friendly experience for our employees and stakeholders.

In this role, you will play a vital part in managing the end-to-end Net Promoter Score (NPS) process, measuring user satisfaction, and driving digital experience improvements that directly impact our operational excellence.
 

Your responsibilities would include:
 

• leading the end-to-end NPS (Net Promoter Score) process across Global D&T platforms and HGSS Hubs
• measuring user experience at module, platform, and process levels, ensuring alignment with global standards
• gathering and analyzing large-scale customer feedback to generate insights and recommend data-driven improvements
• supporting product owners, functional managers, and process owners in defining survey criteria, governance, and execution
• managing the centralized dashboard, tracking survey responses, and reporting trends to enhance customer experience
• ensuring the successful rollout and governance of experience management processes, linking business objectives with user satisfaction.
   

You are a good candidate if you have:
 

• a Bachelor’s degree in business, information technology, or a related field
• 3+ years of experience in customer/user experience management or related fields
• strong analytical and problem-solving skills, with experience in data visualization and reporting
• excellent communication and stakeholder management skills, with the ability to collaborate across global teams
• familiarity with NPS/CSAT tools and digital experience management frameworks
• project management experience in a fast-paced, data-driven environment.
   

You are a perfect match if you also have:
 

• 5+ years of experience in customer satisfaction analytics and digital transformation
• expertise in governance processes for user experience management
• experience working in global organizations, managing cross-functional collaborations
• a proactive approach to continuous improvement and business process optimization.

   

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

What we offer: