Job Description
What's on the Menu?
- End-to-end ownership of the agent experience withing GBS
- Design and reinvent the service experience for GBS Agents with the vision of the agents only needing one tool to do perform their job tasks
- Leading identified platform and tooling discovery, implementation, testing and full rollout of agent-facing flows
- Own and drive the AI agent co-pilot initiative from ideation to the full rollout within GBS
- In close collaboration with IT, drive the rollout of the identified GBS case management implementation use cases, coordinating the effort across multiple teams globally
- Use data to identify sub-optimal customer journeys in the current service offering that should be addressed by optimizing agent experience and efficiencies
- Effectively partner with IT, Operations and Capability organizations to implement necessary improvements into service design and case management
- Be the voice of the customer and agent in other improvement initiatives, including but not limited to process redesign, automations, etc.
Recipe for Success: Apply now if this sounds like you!
• Master's degree
• 7 + years of experience in customer experience / consumer operations / strategy & operations / project or program management
• Solid knowledge 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
• 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
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.
What the Team is Saying
What We Do
Kraft Heinz is a global food company with a delicious heritage.
With iconic and emerging food and beverage brands around the world, we deliver the best taste, fun and quality to every table we touch.
We’re on a mission to disrupt not only our own business, but the global food industry. A consumer obsession and unexpected partnerships fuel our progress as we drive innovation across every part of our company.
Around the world, our people are connected by a culture of ownership, agility and endless curiosity. We also believe in being good humans, who are 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 Work With Us
We believe that great people make great companies, and we’re growing something great here at Kraft Heinz.
Operating in over 20 global markets, across 9 functions, no matter your career goals, we have a seat at the table for you.
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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.
