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)

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