Service Experience Manager, Global

The Kraft Heinz Company
Amsterdam
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 8-12 yearsEducation: bachelorsSkills: ["Leadership","Stakeholder management","Communication","Analytical","Problem-solving"]

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.

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The Kraft Heinz Company
The Kraft Heinz Company
2 months ago

Service Experience Manager, Global

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 days 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
WebsiteLinkedIn