Global Service Experience Manager

  • All Posting Locations: Amsterdam, Noord Holland, NL
  • Job Functions: Global Business Services
  • Date Published: June 24, 2025
  • Ref#: R-94045
  • Remote, Hybrid or Onsite: Hybrid

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About the Role

Job Description

What's on the Menu?

  • Be the voice of the customer and agent in other improvement initiatives, including but not limited to process redesign, automations, tooling implementation, etc.

  • Use data to identify sub-optimal customer journeys in the current service offering

  • Identify and lead strategic initiatives to drive volume deflection with self-service, automation and AI powered solutions to optimize the resolution time

  • n Lead the customer journey mapping and KANO exercise for complex cross-functional processes with the objective to enhance and simplify the experience

  • n Lead the data-driven analysis to identify opportunities to improve the user experience in all points of interaction and own implementation roadmap

  • n Lead the implementation of service redesign initiatives across regions and process areas focus on different persona journeys through all tiers of interactions

  • n Effectively partner with IT, Operational and Global Process Owners organisations to implement improvements in the service design

Recipe for Success: Apply now if this sounds like you!

  • I have a Master‘s degree and 7 + years of experience in customer experience / consumer operations / strategy & operations / project or program management

  • I am knowledgable of key customer satisfaction KPI’s and tools, including customer journey mapping

  • Proven track record of process and / or workflow optimization at scale. Lean Six Sigma knowledge is a plus

  • I possess 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

  • I am hands-on, pragmatic, problem solver, eager to learn and willing to take challenges

  • I have a proactive work attitude, can work under pressure and tight timeline, with minimal supervision

We hope to find you a seat at our table!

Location(s)

Amsterdam

 

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

Digital at Kraft Heinz

The
Builders

Our Digital team empowers every aspect of our business.

Discovering what’s next in food using Python, Azure ML and Alteryx. Building and designing apps. Improving our supply chain.

We’re bringing agility to beloved brands across the globe — making life delicious for our customers and communities, today and tomorrow.

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HR at Kraft Heinz

The
Facilitators

People are what makes Kraft Heinz great. Today. And tomorrow.

In Human Resources, we’re finding and developing great talent to continue our legacy. We’re here for every colleague, for their performance and their wellbeing.

Together, we’re helping everyone to grow their own way.

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Manufacturing at Kraft Heinz

The
Makers

Our Manufacturing team is a fully-integrated end-to-end supply chain. We’re the backbone of Kraft Heinz. The people behind the products, delivering the highest quality and value.

Whether you’re a seasoned manufacturing veteran or new to the world of plants, there’s tons of opportunity for career growth and development.

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Marketing at Kraft Heinz

The
Strategizers

Our Marketing team are the voice of our consumers. Connecting the right people, to the right products, with the right messages and campaigns.

We’re the architects of category growth, making sure our brands are front and center — winning the battle for attention in the minds of people everywhere.

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R&D at Kraft Heinz

The
Creators

Our Research and Development team creates high-quality products that push the boundaries of what’s possible. Innovation is what gets us up in the morning!

Whether you want to develop your technical skills or grow as a people manager, there’s a place for you here to advance your career.

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Sales at Kraft Heinz

The
Connectors

Our Sales team drives multibillion dollar distribution strategies. And we do this across channels and across the whole world!

We thrive wherever consumers can meet iconic and innovative brands — in retail, on-trade, and B2B. We’re the closest people to our customers, getting our products to the right people, in the right places.

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Hear from
our people

“Kraft Heinz doesn’t just talk about their values, they live it every day.”

Traci
Senior Customer Sales Manager

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Hear from
our people

“The best is yet to come at Kraft Heinz. I’ve experienced the launch of a new purpose, new vision and values. Now I’m seeing all of those things truly take shape and that is very exciting.”

Michael
Associate Director Pension

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Hear from
our people

“The best thing about working at Kraft Heinz are the benefits and opportunities for growth and career development.”

Manetta
Talent acquisition Specialist

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About Us

Kraft Heinz is a global food company with a delicious heritage.  Our emerging and iconic food and beverage brands deliver the best taste, fun, and quality to every table we touch. Worldwide.

We’re on a mission to disrupt not only our own business, but the global food industry. Consumer obsession and unexpected partnerships fuel our progress. As we drive innovation company-wide.

Our people are connected by a culture of ownership, agility and endless curiosity. We believe in being good humans — working to improve our company, communities, and planet.

We’re proud of where we’ve been and even more thrilled about where we’re headed as we nourish the world and lead the future of food.

Why Us

We grow our people to grow our business. We champion great people who bring ambition, curiosity, and high performance to the table as the guardians of our iconic and nostalgic brands.

Good isn’t good enough. We choose greatness every day by making bold decisions and challenging what’s ordinary. All while celebrating our wins – and failures – as we work together to transform the future of food.

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Grow Your Full
Potential

Be ambitious. Aim high. Lead like the owner of our business. Realize your passions and purpose, here at Kraft Heinz.

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