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.