Manager, US Digital Customer Experience - McDonald's Corporation

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

We are enjoying the flexibility of a hybrid work model, in which employees spend part of their week connecting with co-workers in our state-of-the-art headquarters. Located in the booming West Loop of downtown Chicago, it's set up to be a global hub that cultivates collaboration:

• Take a class at Hamburger University
• Sample future items in our Test Kitchen
• Utilize the latest technology to connect with your team around the globe

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

Imagine our Digital channels as the exclusive method to ordering at McDonald’s.  Regardless of your entry point (App, Kiosk, .com, etc), the experiences are symbiotic, easy and intuitive for customers.  With customers tackling the order and pay function, we are able to lighten the load for the crew, allowing them to focus on providing the best customer experience, thus attracting top talent that is excited to rep the Golden Arches, all while benefitting the business.  This future is enabled by our guiding principles:

We innovate always.  Experimentation is a constant.  We are not afraid to ask the tough questions and are not afraid to fail.

We are students of the business and constantly seek to understand and overcome challenges. We view hurdles as opportunities to learn and grow.  We do this with grace.

We lead with the customer at the core, removing barriers from their journey, while ensuring we account for the crew as well.  An improvement for the customer is not a win if it’s at the expense of the crew.

We collaborate, we do not compete.  We build solid relationships across the organization

The US Digital Customer Experience (DCX) Manager will be responsible for implementing OmniChannel product + marketing strategy across GMA, Kiosk and McDonalds.com. This individual will keep the customer, crew and business at the core of all decision making.  This manager will sit at the intersection of project development + execution, product optimization, data analysis and marketing creative excellence to help drive Digital growth to enable the McDonald’s of tomorrow in the US market. They will lead cross functional teams with the north star of improving the experience across our Digital channels so its more seamless, easy and intuitive to engage with.  You will partner with global teammates to drive prioritization, co-create, test and validate product optimizations, new features and enhancements and will benchmark with counterparts from other areas of the world in a similar function.  You will work with our partner agencies as well.  You will provide key analyses and insights into Omnichannel  performance and find opportunities and gaps to influence product, market and Global roadmaps. This position will also support overall program management across current and future market deployments. The manager will become a specialist in Customer Experience capabilities and considered a subject matter expert across the org.

Job Description

The US Digital Customer Experience Manager will be responsible for planning, executing and implementing the company’s digital experience business goals. This individual’s principal accountabilities will include:

• Support the strategy, testing and US intake of our largest Digital CX initiatives across our owned Digital channels of GMA, Kiosk and .com
• Partner with cross functional teams, agencies & vendors to outline areas of opportunity across the channels, ensure capabilities are in line with business and customer expectations and raise any hurdles appropriately.  Brainstorm improvements to the digital ordering experience for both the customer and the business.
• Validate new features/optimization ideas to ensure alignment with key business drivers, consumer needs, trends, and overall DCX and brand strategy. Support pipeline of digital ordering strategies moving from a targeted to a more personalized experience.
• Responsible for test and national launch set up for DCX initiatives including meeting agendas and management, overview decks, obtaining market and store participation, outlining business rules, ensuring technology integration, system communications, legal reviews, OO liaising etc.
• Flawless execution of strategy, implementation of test scenarios, optimizations, and national product launches
• Write agency and partner briefs to kick off new projects as it relates to optimizations, data analysis, competitive deep dives
• In partnership with Data and Insights partners, utilize existing sources of data to analyze and understand test performance to develop innovative ordering strategies that drive the business and positively impact the customer experience.
• Set up consumer takeaways for specific initiatives and product insights to advise future product design.
• Partner with brand and content, menu and retail teams to understand the national marketing calendar and integrate calendar campaigns with the new technology features.
• Solve challenges by looking at the customer journey holistically and provide thought leadership on cross functional components – operations, IT, retail, etc.
• Keep a pulse on what is happening in the space and with the competition to ensure we continue to lead in the space.
• Must work well in the gray, enjoy process evolution, learning a base layer for each related function and building relationships with peers across the org.

• Bachelor’s degree in Business, Marketing or related field required.
• Prior experience in a cx, innovation, marketing technology, or digital personalization role for a top consumer brand.
• Interest in machine learning, algorithm-based technologies, and/or personalization engines
• Have a compelling eye for design, and be able to advocate on behalf of customer experience
• Exceptional computer skills: Microsoft Office (PowerPoint, word, excel), Familiarity with Tableau or similar tool, Strong presentation development skills
• Understanding of how consumer insights drive the development of effective innovation concepts
• Proven experience in innovation management – proposes and executes plans that add value and build competitive advantage based on knowledge of how the business works
• Strong discernment and passion for the business intelligence data
• Exceptional organizational skills and ability to multitask/prioritize
• Ability to develop collaborative relationships across various work teams
• Works effectively both independently and as a member of a cross functional team
• Ability to lead agency teams and vendors
• Demonstrates resiliency, agility, and readily adjusts plans in the face of obstacles
• Keep manager abreast of project status and developments
• Uses good judgment to identify issues and raises when appropriate

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.