Head of GBS Transformation & Capabilities

Job Description

Position Summary

The Head of Transformation & Capabilities leads the transformation and continuous improvement of scalable global services within GBS. Reporting to the Head of GBS, this role sets the strategic vision and drives execution across all capabilities, supporting the GBS vertical process teams and providing project, change, and management system support to the business.

The role is accountable for translating GBS strategy into operational capabilities, realizing tangible business value from transformation initiatives, and building high-performing, innovative, and collaborative teams across the capability portfolio. The role also shapes the GBS AI transformation agenda, using Generative AI, intelligent automation, advanced analytics, and agentic solutions to redesign work, strengthen decision-making, and create measurable enterprise value.

Primary Responsibilities

Transformation Strategy & Execution:

• Define and lead the GBS transformation and capabilities agenda in alignment with the overall GBS strategy and business priorities.
• Translate strategic ambition into a clear portfolio of transformation initiatives, roadmaps, governance, milestones, and measurable outcomes.
• Partner with GBS vertical process teams to identify opportunities, prioritize initiatives, and accelerate adoption of scalable global services.
• Ensure transformation programs deliver tangible and sustainable business value while maintaining clear accountability for outcomes.
• Define and execute the GBS AI transformation roadmap, aligned with enterprise strategy, business priorities, and the broader digital and data agenda.
• Build and govern a portfolio of AI-enabled use cases, prioritizing initiatives based on strategic value, feasibility, risk, scalability, and measurable business outcomes.
• Sponsor the progression of high-value AI initiatives from discovery and pilot to production, adoption, and sustained value realization.
• Develop and maintain a three-year transformation and capability roadmap that sequences operating-model, process, digital, analytics, and talent priorities across GBS.
• Drive the progression of GBS services from transactional processing and descriptive reporting toward predictive insight, prescriptive recommendations, and more proactive business support. 
• Prioritize the transformation portfolio using strategic fit, customer impact, feasibility, risk, scalability, and quantified value potential. 

Continuous Improvement & Operational Excellence:

• Establish and strengthen continuous improvement disciplines, standards, and management systems across GBS capabilities.
• Lead process discovery and improvement efforts in close alignment with GCC and global process teams, while maintaining appropriate role and scope separation.
• Use performance insights, stakeholder feedback, and operational data to identify gaps and guide improvement priorities.
• Promote simplification, standardization, automation, and scalable ways of working across the service portfolio.
• Drive AI-powered process optimization through Generative AI, intelligent automation, predictive insights, and digital decision-support capabilities.
• Redesign workflows, roles, and service delivery models to enable effective human-AI collaboration and shift capacity toward higher-value work.
• Establish outcome-based measures for AI impact, including productivity, quality, cycle time, employee experience, and business value.

Project, Change & Management System Support:

• Provide project, change management, and management system support to the business and GBS process teams.
• Build fit-for-purpose governance, routines, and reporting that improve execution visibility, decision-making, and risk management.
• Drive stakeholder readiness, communication, adoption, and change sustainability for major transformation initiatives.
• Anticipate interdependencies and remove execution barriers through cross-functional alignment and timely escalation.
• Partner closely with Technology, Data, and Insights & Analytics teams to productize scalable transformation capabilities, including internal products, platform enhancements, decision-support tools, and real-time operational recommendations.

Leadership & Capability Building:

• Build, lead, and develop high-performing, innovative, and collaborative teams across all capabilities.
• Create clear accountabilities, strengthen leadership depth, and foster a culture of ownership, learning, and continuous improvement.
• Coach leaders and teams to improve executive presence, strategic thinking, decision-making, collaboration, and delivery discipline.
• Create exposure and stretch opportunities that prepare talent to lead increasingly complex transformation agendas.
• Build AI literacy and role-based digital capability across GBS, enabling leaders and employees to use AI effectively, responsibly, and confidently.
• Establish AI champions, communities of practice, and learning pathways that accelerate adoption, share reusable solutions, and scale effective practices across GCCs and global teams.

Stakeholder Management:

• Act as a trusted strategic partner to the Head of GBS, GBS Leadership Team, GCC leaders, global process leaders, and business stakeholders.
• Align diverse stakeholders around priorities, outcomes, resource needs, and practical implementation choices.
• Communicate complex transformation topics with clarity and differentiated messaging for executive, functional, and operational audiences.
• Use structured feedback, including leadership input and broader stakeholder perspectives, to strengthen execution and team effectiveness.

AI Governance & Responsible Innovation:

• Establish governance for responsible AI, including clear decision rights, human oversight, risk assessment, data protection, security, ethical use, and regulatory compliance.
• Partner with Technology, Data, Security, Legal, Risk, and functional teams to ensure AI solutions use approved platforms and meet enterprise architecture, data readiness, and control requirements.
• Implement monitoring and feedback mechanisms to track adoption, model and solution performance, risks, control effectiveness, and realized value after deployment.
• Balance speed of innovation with appropriate guardrails, ensuring that experimentation can scale safely and sustainably.

Performance Metrics & Success Measures

• Clear alignment between GBS strategy and operational capabilities.
• Tangible business value realized from transformation initiatives.
• High-performing, innovative, and collaborative teams across all capabilities.
• Stakeholder feedback and experience measures, including NPS, 360 feedback, and GBS Leadership Team feedback.
• Effective alignment across teams and stronger connection to operations.
• Progress and outcomes from process discovery across GCC and global process teams.
• Adoption and active use of approved AI capabilities across GBS functions.
• Quantified productivity, service quality, cycle-time, and value improvements from AI-enabled initiatives.
• Percentage of priority AI use cases progressing from pilot to scaled production with sustained adoption.
• AI literacy, role-based capability development, and champion-network participation.
• Compliance with responsible AI, data, security, and risk-control requirements.

Desired Candidate

Education:

• Bachelor's degree in Business, Operations, Finance, Engineering, Technology, or a related field.
• Master's degree or MBA is preferred.

Experience:

• Significant leadership experience in enterprise transformation, shared services, global business services, operational excellence, or a related environment.
• Demonstrated experience setting transformation strategy and leading complex, cross-functional portfolios from design through adoption and value realization.
• Strong track record of building capabilities, developing leaders, and enabling high-performing teams across global or matrixed organizations.
• Experience partnering with senior executives, GCC leaders, global process teams, and operational stakeholders.
• Practical experience with project delivery, change management, continuous improvement, and performance management systems.
• Experience shaping or leading AI, Generative AI, automation, analytics, or digital transformation portfolios, including use-case prioritization and value realization.
• Experience working across business, technology, data, risk, and change teams to move emerging technology solutions from concept to scaled adoption.

Skills:

• Strategic thinking with the ability to connect enterprise priorities to executable transformation roadmaps.
• Strong leadership, ownership, decision-making, and influencing skills in a complex matrix environment.
• Excellent executive communication, storytelling, facilitation, and stakeholder management capabilities.
• Strong commercial and analytical orientation, with the ability to define value cases and measure outcomes.
• Ability to lead through ambiguity, manage competing priorities, and mobilize teams around shared outcomes.
• Collaborative mindset with the ability to challenge constructively, manage conflict, and incorporate different perspectives.
• Strong understanding of AI-enabled operating models, Generative AI, intelligent automation, data and analytics, and their application to business transformation.
• Ability to translate emerging technology into practical business opportunities, investment choices, governance requirements, and measurable outcomes.
• Working knowledge of responsible AI principles, including human oversight, privacy, security, transparency, fairness, and risk management.

Our Total Rewards philosophy is to provide a meaningful and flexible spectrum of programs that equitably support our diverse workforce and their families and complement Kraft Heinz’ strategy and values.

New Hire Base Salary Range:

Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.

The compensation offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors

Long-Term Incentive (LTI): In addition to base salary and bonus, this role is eligible for additional compensation in the form of equity.

Benefits: Coverage for employees (and their eligible dependents) through affordable access to healthcare, protection, and saving for the future, we offer plans tailored to meet you and your family’s needs. Coverage for benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Wellbeing: We offer events, resources, and learning opportunities that inspire a physical, social, emotional, and financial well-being lifestyle for our employees and their families.

You’ll be able to participate in a variety of benefits and wellbeing programs that may vary by role, country, region, union status, and other employment status factors, for example:

• Physical - Medical, Prescription Drug, Dental, Vision, Screenings/Assessments

• Social - Paid Time Off, Company Holidays, Leave of Absence, Flexible Work Arrangements, Recognition, Training

• Emotional – Employee Assistance Program , Wellbeing Programs, Family Support Programs

• Financial – 401k, Life, Accidental Death & Dismemberment, Disability

Location(s)

Kraft Heinz is an Equal Opportunity Employer that prohibits discrimination or harassment of any type. All qualified applicants are considered for employment without regard to race, color, national origin, age, sex, sexual orientation, gender, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law. Applicants who require an accommodation to participate in the job application or hiring process should contact NAZTAOps@kraftheinz.com.