Job Details

Global Experience Management Program (KFC Listens)

• Lead the implementation of KFC Listens program across multiple business units, countries, and franchisees
• Manage market communication and stakeholders throughout design, implementation, and ongoing use of KFC Listens
• Define guest recovery program globally and manage implementation with BUs/ Franchisees

Build XM Capability

• Develop and deploy training program for KFC Listens XM program for multiple levels including BU/ Franchisee/ RGM and Restaurant Teams
• Define and implementing recommended structure and capabilities for business units CX capability and lead implementation in partnership with markets
• Lead global CX collaboration at scale by managing and partnering with cross-functional stakeholders on all Experience Management programs and initiatives

Provide change management guidance and leadership throughout the KFC CX journey

Requirements:

• Education/Certifications
  • Required:
    • Bachelors degree in Business, Operations, Marketing, or related field
  • Preferred:
    • MBA or other relevant masters degree
• Experience
  • Required:
    • 5+ years of experience in CX or related field
    • Experienced user of customer experience systems and solutions (Qualtrics, SMG, Medallia, etc.)
    • Experience in large scale project management from inception to launch with external partners
    • Ability to work in highly matrixed, complex environment with stakeholders of all levels

About the company

KFC, a subsidiary of Yum! Brands, Inc., is a global chicken restaurant brand with a rich, decades-long history of success and innovation.