The Kraft Heinz Company

4 weeks ago

Service Experience Manager, Global

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Own and elevate the end-to-end service experience across Global Business Services (GBS) by designing, governing, and improving customer journeys across multiple towers (e.g., Finance, HR, Procurement, IT, Customer Operations). Drive adoption, satisfaction, efficiency, and compliance through journey design, digital/self-service enablement, and cross-functional collaboration with IT, analytics, and risk/compliance.

Location: Amsterdam

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and elevate the end-to-end service experience across Global Business Services (GBS) by designing, governing, and continuously improving customer journeys spanning multiple towers (e.g., Finance, HR, Procurement, IT, Customer Operations).
•Map critical customer journeys (employee, manager, vendor, customer, consumer), identify pain points, and redesign processes to improve outcomes, speed, and quality.
•Partner with operations to identify and execute on the experience improvement opportunities.
•Drive adoption and quality of self-service, knowledge management, virtual agents, and workflow automation; ensure content governance and findability.
•Work with experience KPIs (CSAT, NPS, CES, XLAs), operational KPIs (AHT, FCR, backlog, cycle time), and quality metrics; deliver executive reporting and actionable insights.

Key Requirements

•Bachelor’s degree (business, engineering, information systems, or related); advanced degree preferred.
•8–12+ years in customer experience, or consumer operations
•Proven track record leading cross-functional, multi-tower initiatives in a global environment.
•Demonstrated expertise in journey mapping, service design, and continuous improvement methodologies (Lean/Six Sigma).
•Data-driven decision making; KPI/OKR design, dashboarding, and storytelling.

Experience:8-12 yearsGlobal business servicesCustomer experience

Education:Bachelor's

Skills:LeadershipStakeholder managementCommunicationAnalyticalProblem-solving

Tech Stack:ServiceNowData analyticsDashboardingKnowledge managementVirtual agentsWorkflow automation

Company Brief

The Kraft Heinz Company

The Kraft Heinz Company is a global food and beverage company producing iconic packaged foods and condiments across categories like cheese, meals, condiments, and beverages, serving retail, foodservice, and consumer markets worldwide.

Industry: Food & Beverage

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Chicago, United States

Founded: 2015

Website LinkedIn

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The Kraft Heinz Company

4 weeks ago

Service Experience Manager, Global

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Amsterdam

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and elevate the end-to-end service experience across Global Business Services (GBS) by designing, governing, and continuously improving customer journeys spanning multiple towers (e.g., Finance, HR, Procurement, IT, Customer Operations).
•Map critical customer journeys (employee, manager, vendor, customer, consumer), identify pain points, and redesign processes to improve outcomes, speed, and quality.
•Partner with operations to identify and execute on the experience improvement opportunities.
•Drive adoption and quality of self-service, knowledge management, virtual agents, and workflow automation; ensure content governance and findability.
•Work with experience KPIs (CSAT, NPS, CES, XLAs), operational KPIs (AHT, FCR, backlog, cycle time), and quality metrics; deliver executive reporting and actionable insights.

Key Requirements

•Bachelor’s degree (business, engineering, information systems, or related); advanced degree preferred.
•8–12+ years in customer experience, or consumer operations
•Proven track record leading cross-functional, multi-tower initiatives in a global environment.
•Demonstrated expertise in journey mapping, service design, and continuous improvement methodologies (Lean/Six Sigma).
•Data-driven decision making; KPI/OKR design, dashboarding, and storytelling.

Experience:8-12 yearsGlobal business servicesCustomer experience

Education:Bachelor's

Skills:LeadershipStakeholder managementCommunicationAnalyticalProblem-solving

Tech Stack:ServiceNowData analyticsDashboardingKnowledge managementVirtual agentsWorkflow automation

Company Brief

The Kraft Heinz Company

Industry: Food & Beverage

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Chicago, United States

Founded: 2015

Website LinkedIn