Manager, US Digital Customer Experience

Job Description
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 (url removed). 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.