Service Experience Manager, Global

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

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.

• 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**.**