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:
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 [email protected]. Reasonable accommodations will be determined on a case-by-case basis.
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