Service Experience Manager, Global
Plaats
AmsterdamNederland
Nederland
Contract
Vooltijds, Onbepaalde duurDatum gepubliceerd
2026-08-13Online tot
2026-10-12EUR 20.00 HOUR
Service Experience Manager, Global
- Kraft Heinz
- Nederland Amsterdam
- 3 dagen geleden
This job is with Kraft Heinz, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
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
.
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
.
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