Job Description
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.
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