In this role, you will shape and deliver the AI vision for Customer Operations for EU & RA. You define and steer the AI roadmap, ensuring clear alignment with our Digital, Technology & Analytics (DTA) strategy and the needs of our business groups. You look beyond today’s challenges and introduce future‑proof, scalable AI capabilities that improve service, reduce costs, and enhance customer experience.

You will own and manage the AI project intake and prioritization process, ensuring that initiatives are well‑scoped, strategically relevant, and set up for success. You collaborate with IT and AI governance teams to safeguard robust, ethical, and compliant AI development.

You’ll lead high‑impact initiatives — such as predictive analytics, intelligent automation, and conversational AI — guiding them from ideation to implementation and measurable business outcomes. You connect stakeholders, monitor progress, and ensure the solutions truly make work easier and smarter.

A key part of your success lies in people: you build and lead a cross‑functional key‑user network, gathering feedback, promoting best practices, and stimulating digital capability growth. You design training programs, onboarding, and change‑management activities to maximize adoption and long‑term impact. This is where you make sure AI becomes part of our daily rhythm — not just a standalone tool.

If you want a role where strategy meets hands‑on impact, and where you can make a visible difference in how a global organization works, this is the right challenge for you.

For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.

We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.

You will be part of the Customer Operations team for Europe and Retail Americas. Together with the Cluster leads and Continuous Improvement Specialists you work every day on delivering an excellent customer experience now and in the future.

You collaborate closely with Customer Operations, IT, Digital & Analytics teams, and many cross‑functional stakeholders. While you don’t have direct reports, you lead and inspire a network of key users, experts, and business partners who help bring AI solutions to life.

You will be part of the Customer Operations team for Europe and Retail Americas. Together with the Cluster leads and Continuous Improvement Specialists you work every day on delivering an excellent customer experience now and in the future.