Guest Experience Team Member

• Work with key stakeholders to define reality and create future-back vision of customer experience and guest recovery
• Partner cross-functionally to implement and execute customer experience strategy across various guest channels (drive-thru, front counter, and digital)
• Utilize data to gain insights into guest friction points and create plans to address
• Partner with Operations team to bring customer experience strategy to life
• Key team member in working with the Operations Subcommittee, Operations Excellence, and Technology committees on all projects that relate to Customer Experience
• Lead field level communications and execution of Customer Experience initiatives
• Intentionality to lead via creative thinking and problem solving
• Use disruptive thinking to challenge the status quo
• Share know how and collaborate with other brands, KFC global markets, and peers to drive consistency and industry best practices
• Lead field validation/follow-up for key initiatives and testing (approx. 15% travel required)

• Member of the Restaurant Strategies Team, Cross-functional teams (Field Operations, Engineering, FIT, Finance, Marketing, Information Technology, Human Resources), KFC Franchise community and subcommittees (OSC, OEC, IT Committee), KFC/YUM Global Team, Vendor Partners

• Non-Exempt - 0
• Exempt - 0

• 5+ years of experience in restaurant/retail/hospitality/strategy consulting preferred
• Demonstrated record of success in leading Customer Experience and Operations initiatives
• Clear understanding of customer experience design and guest recovery and record of leading these initiatives
• Ability to influence and work effectively with cross-functional teams at all levels including Franchise owners
• Understand restaurant needs and partner with cross-functional teams to find real-world solutions
• Ability to handle projects that require multiple areas of expertise and may require leading-edge inspiration and innovation
• Excellent written and verbal communication skills and interpersonal skills
• Creative thinking and problem-solving
• Ability to translate vision into action and develop winning solutions
• Aptitude to learn and apply analytics insights
• Use disruptive thinking to challenge the status quo

Benefits: Employees (and their eligible family members) may enroll in the following types of insurance coverage: medical, dental, vision, legal, and accidental death and dismemberment, as well as FSA/HSA (depending on enrolled medical plan). Yum! also provides short-term disability, long-term disability, and life insurance. Employees may enroll in our 401(k) plan. Yum! provides 4 weeks of vacation, paid sick leave, 10 paid holidays, and 2 paid days for volunteer time each calendar year. To learn more about working at Yum!-Click here.

At Yum!, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. YUM! Brands, Inc. (including its subsidiaries Yum Restaurant Services Group, LLC (“YRSG”) and Yum Connect, LLC (“Yum Digital and Technology”)(collectively, “Yum”) is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based onrace, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age,or any other protected characteristic. Yum! is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

US Job Seekers/Employees -Click hereto view the “Know Your Rights” poster and supplement and the Pay Transparency Policy Statement.

KFC Corporation, based in Louisville, Kentucky, is one of the few brands in America that can boast about having a rich, 60-year history of success and innovation. In fact, KFC is the world's most popular chicken restaurant chain and a division of Yum! Brands, the world’s largest restaurant company.

Yum! Brands, Inc., based in Louisville, Kentucky, has over 45,000 restaurants in more than 135 countries and territories and is one of the Aon Hewitt Top Companies for Leaders in North America. In 2018, Yum! Brands was recognized as part of the inaugural Bloomberg Gender-Equality Index.The company’s restaurant brands –KFC,Pizza HutandTaco Bell– are global leaders of the chicken, pizza and Mexican-style food categories.

More important than our size is our commitment to breakthrough innovation and the success of our employees. We're proud of the unique culture we've built, one where everyone can be their best self, make a difference and have fun! We believe in our people, trust in their positive intentions, encourage ideas from everyone, and have actively developed a workforce that is diverse in style and background.