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.
