Senior Service Experience Manager, Global
The Kraft Heinz Company
Europe, Netherlands, Amsterdam
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Salary
$156,000 - $214,000 Per Year
Rank
Senior Manager
Responsibility
Process Roles
Scope
Global
Workplace
100% in office
Functions
Customer Service
IT
Marketing
Reports to
Level
N-2
Travel Max:
0%
Posting Date
02-22-2025
Description
No matter the brand, we’re united under one vision: To sustainably grow by delighting more consumers globally. Bringing this vision to life is our team of 37,000+ food lovers, creative thinkers, and high performers worldwide.
Key Responsibilities
- End-to-end ownership of the agent experience withing GBS
- Design and reinvent the service experience for GBS Agents with the vision of the agents only needing one tool to do perform their job tasks
- Leading identified platform and tooling discovery, implementation, testing and full rollout of agent-facing flows
- Own and drive the AI agent co-pilot initiative from ideation to the full rollout within GBS
- In close collaboration with IT, drive the rollout of the identified GBS case management implementation use cases, coordinating the effort across multiple teams globally
- Use data to identify sub-optimal customer journeys in the current service offering that should be addressed by optimizing agent experience and efficiencies
- Effectively partner with IT, Operations and Capability organizations to implement necessary improvements into service design and case management
- Be the voice of the customer and agent in other improvement initiatives, including but not limited to process redesign, automations, etc.
Qualification & Requirements
- Master‘s degree
- 7 + years of experience in customer experience / consumer operations / strategy & operations / project or program management
- Solid knowledge of key customer satisfaction KPI’s and tools, including customer journey mapping
- Proven track record of process and / or workflow optimization at scale. Lean Six Sigma knowledge is a plus
- Strong interpersonal skills, sensitive to different cultures, ability to manage multiple stakeholders and build relationships across the Globe, work collaboratively with colleagues in other functions and locations
- Hands-on, pragmatic, problem solver, eager to learn and willing to take challenges
- Proactive work attitude, can work under pressure and tight timeline, with minimal supervision
Benefits
- Insurance Benefits
- Retirement Benefits
- Vacation Policy
- Other Perks and Benefits…
Company Profile
The Kraft Heinz Company
Industry
Food and Beverage Services
Revenue
$8.12B
Employees
37,000
Fortune 500 Rank
#156
Global 500 Rank
#466
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