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!