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Kraft Heinz Company

# Service Experience Manager, Global

Amsterdam, North Holland, Netherlands Manager or lead Executive & Management 

Listed on Kraft Heinz Company’s official careers site. Posted June 25, 2026. Check that it is still open and apply there.
[Apply on Kraft Heinz Company’s careers site →](https://jobs.kraftheinz.com/careers/job/1970324837438045)

[OpenNash Jobs](https://jobs.opennash.com/) / [Kraft Heinz Company](https://jobs.opennash.com/companies/kraft-heinz-company/) / Service Experience Manager, Global

## Job description

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.

## At a glance
- Posted by the employer: Jun 25, 2026
- First seen by OpenNash: Jul 11, 2026
- Last checked: Oct 18, 2026
- Listed for: 115 days
- Location: Amsterdam, North Holland, Netherlands[Apply on Kraft Heinz Company’s careers site →](https://jobs.kraftheinz.com/careers/job/1970324837438045)

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