Job Description
What's on the Menu?
- 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
- Own the knowledge management strategy to enhance the user experience on the touchless and agent driven interactions
- Lead the customer journey mapping and KANO exercise for complex cross-functional processes with the objective to enhance and simplify the experience
- Lead the data-driven analysis to identify opportunities to improve the user experience in all points of interaction and own implementation roadmap
- Lead the implementation of service redesign initiatives across regions and process areas focus on different persona journeys through all tiers of interactions
- 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!
- Master's degree
- 7 + years of expererience in customer experience / consumer operations / strategy & operations / marketing / project or program management
- Solid knowledge of key customer satisfaction KPI's and tools, including customer journey mapping and KANO.
- 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
- Hands-on, pragmatic, problem solver, eager to learn and willing to take challenges
- Proactive work attitude, can work under pressure and tight timeline, with minimal supervision
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.
What the Team is Saying
What We Do
At the heart of this journey is our ambition to create an enterprise where powerful AI solutions augment humans and where small mission-based teams are in relentless pursuit to solve tangible problems for our consumers, customers, and the enterprise. That ambition requires us to create a modern cloud and data ecosystem - a one of its kind that becomes the neural network of our company. We want you to bring your tech-self to us. We use Python, R, Spark, React, Tableau, Snowflake, Azure, and others to solve the problem on hand. In-turn, you can look forward to high-impact challenges, no bureaucracy, entrepreneurial small teams, and a unique opportunity to create and build something bold, awesome, and impactful – all while honoring our 150-year heritage and a portfolio of 200 iconic and emerging brands!
Why Work With Us
Our ambition is to become a best-in-class Digital leader by making data-driven investments that drive smarter business decisions. You’ll invent the next wave of augmented intelligence products where software & humans work side-by-side to rethink every aspect of our company. You’ll make an imprint & leave your legacy on every part of our business.
Gallery
Kraft Heinz Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We also believe providing a more flexible and agile model is essential in today’s workplace. A majority of our office-based employees will be able to work remotely for up to two days each week.
