Service Experience Manager, Global

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 providersdriving 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!

• Bachelors degree (business engineering information systems or related); advanced degree preferred.

• 812 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.

Kraft Heinz is an Equal Opportunity Employer Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.