Driving AI-powered CX transformation across 9 European markets as product owner and programme lead, reporting to the Management Committee of European Customer Experience. — Co-developed the 2026 CX AI strategy with architecture lead, solutions team and EMEA leadership, defining the automation roadmap and use case priorities across 9 market — Built forecast for touchless rollout for senior EUR leadership for FY, monthly updates — Served as product owner for all AI/automation builds: translated CX process requirements into technical specifications, owned backlog prioritisation, and coordinated local CX teams through testing and validation — Scaled touchless resolution from 8% to 30% in six months; quantified multi-million USD operational efficiencies using FTE cost reduction and hours-saved modelling across automated ticket volumes — Prioritised AI use cases delivering 7× faster resolution and higher CSAT, with 3× efficiency multiple targeted for 2026 — Designed and deployed AB InBev's first CX Excellence Programme across 6 of 9 European markets, structured across three pillars: (1) Process Excellence — standardised process documentation and operational standards across country teams; (2) CX Strategy Framework — pipeline visibility, performance monitoring and planning cadences for country CX leadership; (3) AI Governance — deployment principles, oversight and accountability structures — Evolved CX metric dashboards for transformation KPI tracking; benchmarked global CX operations to inform strategic priorities — Mentored a dedicated intern through structured weekly 1:1s — Recognised by name by Solutions VP Europe at the 2026 company-wide leadership kickoff

One of fewer than 1 in 300 selected globally — graduate leadership programme combining two 6-month rotations with a senior-level strategic project. Participated in 3 strategic capstone sessions with European VPs and the AB InBev EUR CEO/President; built direct working relationships with Prague office senior leadership through VP lunches and regular senior stakeholder exposure. Finance Rotation: — Receivables analytics identifying high-value tenants with persistent payment delays; diagnosed root causes and presented a structured resolution framework to the finance team lead — Managed rental and utilities payment flows for AB InBev Belgium and Netherlands (low millions EUR/month) International Logistics Rotation: — Owned E2E logistics across 13 global flows for raw materials and Perfect Draft; 200+ containers monthly — Stakeholder management at director and global account manager level globally; trained 2 interns Strategic Project — presented to Procurement VP Europe: — Co-led development of two Excel-based strategic decision tools (team of 2, under European Director of Sustainability): (1) Dynamic supplier allocation model to optimise CO₂ impact (€100/tonne) across primary/secondary packaging and malt — 60% of AB InBev's European emissions footprint; (2) Sustainability impact assessment model for all product and packaging innovations across the European zone — Institutionalised carbon cost as a quantified criterion in the packaging supplier selection process

— Led client discovery sessions with HR leadership at a large Dutch municipality to diagnose structural inefficiencies in HR processes and organisational design — Synthesised Gartner proprietary research into strategic recommendations; built presentation decks and analytical reports reviewed by senior consultants and subject matter experts — Contributed across digital strategy and organisational efficiency workstreams on 2 simultaneous client engagements; both projects continued for 4+ additional engagements following internship end