Global Service Experience Architect

The Kraft Heinz Company; Amsterdam; On-site; EUR 120,000 - 180,000; Full time

Job summary

The Kraft Heinz Company in Amsterdam is seeking a Service Experience Manager, Global, to own and elevate the end-to-end service experience across Global Business Services by designing, governing, and continuously improving customer journeys spanning multiple towers.

You will drive adoption, satisfaction, efficiency, and compliance by collaborating with IT, Product/Platform owners, Analytics, Change Management, Communications, Risk/Compliance, and Vendor Management to deliver integrated

Qualifications

• Bachelor's degree in business, engineering, information systems, or related field; advanced degree preferred.

Responsibilities

• Own and elevate the end-to-end service experience across Global Business Services (GBS) by designing and governing customer journeys across multiple towers and channels.
• Map journeys, identify pain points, and redesign processes to improve outcomes, speed, and quality.
• Partner with operations to identify and execute on experience improvements.

Skills

End-to-end experience ownership

Journey & service design

Operational excellence

Digital and self-service experience

Service performance management

Cross-functional collaboration

User experience transformation

Stakeholder leadership

Education

Bachelor's degree (business, engineering, information systems)

Tools

ServiceNow

Job description

The Kraft Heinz Company in Amsterdam is seeking a Service Experience Manager, Global, to own and elevate the end-to-end service experience across Global Business Services by designing, governing, and continuously improving customer journeys spanning multiple towers.

You will drive adoption, satisfaction, efficiency, and compliance by collaborating with IT, Product/Platform owners, Analytics, Change Management, Communications, Risk/Compliance, and Vendor Management to deliver integrated