Service Experience Manager, Global

About the role

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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