Internship Customer Experience & Continuous Improvement

Introduction

Are you interested in customer experience, data analysis and organisational improvement? Would you like to discover how an international aviation organisation uses customer feedback to continuously improve its services? If so, we have an exciting internship opportunity for you.

At Component Services within KLM Engineering & Maintenance, the customer is at the heart of everything we do. Every day, we support airlines around the world by ensuring the availability and maintenance of aircraft components. To further improve our services, we actively collect customer feedback through Net Promoter Score (NPS) surveys, customer conversations and operational reviews.

During this internship, you’ll explore an important question:

How can we make better use of customer feedback and Customer Experience insights to improve our services in a lasting way?

You’ll investigate what our customers value, where there are opportunities to improve, and how we can turn these insights into practical actions across the organisation. You’ll look not only at data and feedback, but also at processes, collaboration and how a customer-focused approach is embedded within Component Services.

What are you going to 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.

Additional project: Internal Communications

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.

Competencies