Senior Manager, GBS - Service Experience

<h2><u>Job Description</u></h2><p><b><span>What's on the Menu?</span></b></p><ul><li><p>Use data to identify sub-optimal customer journeys in the current service offering</p></li><li><p>Identify and lead strategic initiatives to drive volume deflection with self-service, automation and AI powered solutions to optimize the resolution time</p></li><li><p>Own the knowledge management strategy to enhance the user experience on the touchless and agent driven interactions</p></li><li><p>Lead the customer journey mapping and KANO exercise for complex cross-functional processes with the objective to enhance and simplify the experience</p></li><li><p>Lead the data-driven analysis to identify opportunities to improve the user experience in all points of interaction and own implementation roadmap</p></li><li><p>Lead the implementation of service redesign initiatives across regions and process areas focus on different persona journeys through all tiers of interactions</p></li><li><p>Effectively partner with IT, Operational and Global Process Owners organisations to implement improvements in the service design</p></li></ul><p></p><p><b>Recipe for Success: Apply now if this sounds like you!</b></p><ul><li><p>Master‘s degree</p></li><li><p>7 + years of expererience in customer experience / consumer operations / strategy &amp; operations / marketing / project or program management</p></li><li><p>Solid knowledge of key customer satisfaction KPI’s and tools, including customer journey mapping and KANO.</p></li><li><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></li><li><p>Hands-on, pragmatic, problem solver, eager to learn and willing to take challenges</p></li><li><p>Proactive work attitude, can work under pressure and tight timeline, with minimal supervision</p></li></ul><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>