Service Experience Manager, Global

## Job Description

**Service Experience Manager, Global** at a glance ...

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). This role ensures a consistent, measurable, and high-quality experience across channels, regions, and service providers—driving adoption, satisfaction, efficiency, and compliance.

**Key Ingredients:**

• **End-to-end experience ownership:** Define and own service experience strategy across all service lines, geographies, and channels (portal, chat, email, phone, in-person, automation) for key personas.
• **Journey and service design:** Map critical customer journeys (employee, manager, vendor, customer, consumer), identify pain points, and redesign processes to improve outcomes, speed, and quality.
• **Operational excellence and continuous improvement:** Partner with operations to identify and execute on the experience improvement opportunities.
• **Digital and self-service experience:** Drive adoption and quality of self-service, knowledge management, virtual agents, and workflow automation; ensure content governance and findability.
• **Service performance management:** Work with experience KPIs (CSAT, NPS, CES, XLAs), operational KPIs (AHT, FCR, backlog, cycle time), and quality metrics; deliver executive reporting and actionable insights.
• **Cross-functional collaboration:** Align with IT, Product/Platform owners (e.g., ServiceNow), Data/Analytics, Change Management, Comms, Risk/Compliance, and Vendor Management to deliver integrated improvements.
• Lead user experience driven transformation across GBS towers, being the voice of the user in the project.

**Recipe for Success: Apply if this sounds like you!**

• 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.
• Stakeholder leadership and influence without direct authority; executive presence.

## Location(s)

Amsterdam

**Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes****.**