Go and check the Nestlé Youth Entrepreneurship Platform: www.nestleyouthentrepreneurship.com


Position Snapshot

• Nespresso in Italy, Milan Head Quarter (Assago)
• Undergraduates or Graduates in Engineering, Statistics, Economics
• Nestlé welcomes people with disability
• Full-time internship (6 months)
• Start date: November

Position Summary

You will have the opportunity to be part of the Nespresso Service Excellence Team.
You will support in analyzing customer satisfaction by investigating deeper into customer feedbacks and directing insights to different functions to initiate corrective processes. You will have an active role in listening to the customer voice, identifying market trends, activating the right insights, and defining different business strategies with the functional teams.
You will aim to guarantee the best service level for customers and partecipating on customer journey redesign.


A day in the life of Service Excellence Team:

• Maintain and improve a KPI dashboard, identify and propose new KPI to address trends and performance; highlight and anticipate trends and improvement projects
• Drive Service Quality analysis, extracting the main insights and proposing strategic solutions
• Create Customer Feedbacks database
• Create Action Plan to maximize customer satisfaction and verify the customer effort among all touchpoints and all customer possible expérience
• Understand, analyse and report customer effort results, proposing actions plan across the organization
• Support the team in driving the improvement plans on service quality among channels

What will make you successful

• Curiosity and interest to processes in a complex and dynamic team
• Strong analysis
• Results oriented, courage, agility and energy
• Good communication skills
• Positive forward-looking mindset and team spirit
• Fluent in English
• Knowledge of Microsoft Office: Excel, Power Point

Who we are, What we Believe in
We are Nestlé. We are the Good food, Good life company.
Good food, Good life is our promise, it is a daily commitment. It is only thanks to our people that we can make a difference and realize this belief: we call them Good People .
At Nestlé, we believe that recognition, inclusion and valorization of diversity can make us grow both as individuals and as a company. This is why we promote a work environment, a business culture and a leadership model that guarantee equal opportunities for everyone and at all organizational levels. We believe diversity is a winning factor and we always encourage our people to share ideas and collaborate.
Here at Nestlé you will also be able to be part of the Emotional Communities, groups of colleagues of different functions and seniorities who come together with the aim of spreading a corporate culture that allows everyone to freely express their passions and identities. LGBT +, Gender Balance, Young, Disability, Volunteering, Green, Multiculturalism are just some of the communities that you can be part of.
Diversity is a fact, inclusion is a choice and we have chosen to be inclusive.