Manager, Design & Customer Experience
Apply NowCompany: Yum! Brands
Location: Plano, TX 75025
Description:
Job Description
What You'll Be Serving Up:
The Manager, Experience Design is responsible for strengthening KFC's customer relationships, boosting customer satisfaction, and driving customer acquisition and retention through a holistic restaurant design lens. The role accomplishes this by setting goals, defining metrics, and leveraging data and insights to enhance every touchpoint in the customer and team member journey.
Here's How You'll Spice Things Up:
What You Bring to the Table:
Education/Certifications
Required: Bachelor's degree in marketing, communication, or related field
Preferred: Bachelor's degree in architecture or design
Experience
Preferred Experience:
What's In It for You:
At KFC, your work will drive innovation and create finger-lickin' good experiences for millions of customers. Join us and help shape the future! Apply now!
About Us
Who is KFC?
KFC, a subsidiary of Yum! Brands, Inc. (NYSE: YUM.), is a global chicken restaurant brand with a rich, decades-long history of success and innovation. It all started with one cook, Colonel Harland Sanders, who believed in doing things "the hard way," because nothing ever got done right by cutting corners. Hard work, hospitality and integrity are still core to our brand today.
While we're grounded in our heritage, we're always looking forward to the future and evolving to make it easier for our customers to enjoy our chicken. Through digital innovation, our goal is to make KFC available everywhere, implementing a frictionless & friendly experience leveraging scalable technology stack and standards and accelerating rollouts via multiple channels. And we're growing... a new KFC restaurant opens somewhere in the world every six hours.
As we grow, KFC is committed to doing so responsibly through commitments like our 2025 global plastic packaging goal and the KFC Harvest program, which to date has donated over 82 million pounds of food to our local communities around the world. Our purposes is feeding people's potential, whether that means helping team members get through school, turn their passion for fried chicken into a career, or being a positive force in our communities. We fight inequality and believe in all people. Everyone has a seat at our table: from millionaires to truck drivers, to our more than 800,000 Team Members, to our customers around the world, KFC treats everyone like family.
Our people are what make us distinctively KFC, and we value every opportunity to celebrate the unique perspectives and backgrounds they bring to our company. To learn more about KFC Global, check out our company page here.
What You'll Be Serving Up:
The Manager, Experience Design is responsible for strengthening KFC's customer relationships, boosting customer satisfaction, and driving customer acquisition and retention through a holistic restaurant design lens. The role accomplishes this by setting goals, defining metrics, and leveraging data and insights to enhance every touchpoint in the customer and team member journey.
Here's How You'll Spice Things Up:
- Develop a restaurant experience strategy that prioritizes both human interaction and digital experiences and fosters connection with team members and customers.
- Provide actionable recommendations for asset designs/re-designs (seating, color palette, operational efficiencies, team member spaces, etc.) that elevate the customer experience.
- Collaborate cross-functionally, using data-driven consumer insights, to identify key areas where physical restaurants and touchpoints require innovation or modification to enhance the customer experience.
- Establish goals that track progress in improving the customer experience based on restaurant design and assess the relevance of experiences for emerging generations.
- Develop comprehensive documentation that serves as the experience blueprint from a restaurant design perspective including repeatable models for refining and improving how customers experience our restaurants.
- Monitor and evaluate the ROI and impact of design modifications based on customer experience initiatives.
- Develop competitive benchmarking in asset design and strategies to help the brand win against competition.
What You Bring to the Table:
Education/Certifications
Required: Bachelor's degree in marketing, communication, or related field
Preferred: Bachelor's degree in architecture or design
Experience
- 7+ years of experience in customer experience management, asset design, or related field
- Proficiency in Microsoft Office suite of products, including advanced Excel and PowerPoint skills
- Strategic thinking agility with desire to have a large commercial impact on the organization
- Demonstrated proficiency in architecture, concept design, consumer insights
- Ability to manage projects, high-volume workloads, and shifting priorities.
- Excellent interpersonal, influencing, and collaboration skills
- Strong communication skills with ability to present to senior leadership.
- Experience modeling complex business issues to influence decisions through data
Preferred Experience:
- Experience in a global, multi-unit restaurant, retail, or franchise industry
- Experience in global, matrix organizations
What's In It for You:
At KFC, your work will drive innovation and create finger-lickin' good experiences for millions of customers. Join us and help shape the future! Apply now!
About Us
Who is KFC?
KFC, a subsidiary of Yum! Brands, Inc. (NYSE: YUM.), is a global chicken restaurant brand with a rich, decades-long history of success and innovation. It all started with one cook, Colonel Harland Sanders, who believed in doing things "the hard way," because nothing ever got done right by cutting corners. Hard work, hospitality and integrity are still core to our brand today.
While we're grounded in our heritage, we're always looking forward to the future and evolving to make it easier for our customers to enjoy our chicken. Through digital innovation, our goal is to make KFC available everywhere, implementing a frictionless & friendly experience leveraging scalable technology stack and standards and accelerating rollouts via multiple channels. And we're growing... a new KFC restaurant opens somewhere in the world every six hours.
As we grow, KFC is committed to doing so responsibly through commitments like our 2025 global plastic packaging goal and the KFC Harvest program, which to date has donated over 82 million pounds of food to our local communities around the world. Our purposes is feeding people's potential, whether that means helping team members get through school, turn their passion for fried chicken into a career, or being a positive force in our communities. We fight inequality and believe in all people. Everyone has a seat at our table: from millionaires to truck drivers, to our more than 800,000 Team Members, to our customers around the world, KFC treats everyone like family.
Our people are what make us distinctively KFC, and we value every opportunity to celebrate the unique perspectives and backgrounds they bring to our company. To learn more about KFC Global, check out our company page here.