Service Experience Manager, Global

Job description

## 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****.**