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)

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