Senior Service Experience Manager, Global

<h2><u>Job Description</u></h2><p><b><span>What's on the Menu?</span></b></p><ul><li><p>End-to-end ownership of the agent experience withing GBS</p></li><li><p>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</p></li><li><p>Leading identified platform and tooling discovery, implementation, testing and full rollout of agent-facing flows</p></li><li><p>Own and drive the AI agent co-pilot initiative from ideation to the full rollout within GBS</p></li><li><p>In close collaboration with IT, drive the rollout of the identified GBS case management implementation use cases, coordinating the effort across multiple teams globally</p></li><li><p>Use data to identify sub-optimal customer journeys in the current service offering that should be addressed by optimizing agent experience and efficiencies</p></li><li><p>Effectively partner with IT, Operations and Capability organizations to implement necessary improvements into service design and case management</p></li><li><p>Be the voice of the customer and agent in other improvement initiatives, including but not limited to process redesign, automations, etc.</p></li></ul><p></p><p><b>Recipe for Success: Apply now if this sounds like you!</b></p><p>• Master‘s degree</p><p>• 7 + years of experience in customer experience / consumer operations / strategy &amp; operations / project or program management</p><p>• Solid knowledge of key customer satisfaction KPI’s and tools, including customer journey mapping</p><p>• Proven track record of process and / or workflow optimization at scale. Lean Six Sigma knowledge is a plus</p><p>• 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</p><p>• Hands-on, pragmatic, problem solver, eager to learn and willing to take challenges</p><p>• Proactive work attitude, can work under pressure and tight timeline, with minimal supervision</p><p></p><p><b>We hope to find you a seat at our table!</b></p><h2><u>Location(s)</u></h2>Amsterdam<p><br/> </p><p><b>Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority <span><span><span>Groups/Women/Veterans/Individuals</span></span></span> with Disabilities/Sexual Orientation/Gender Identity and other protected classes</b><b>.</b></p>