Sr. Manager, Digital Customer Experience, Burger King

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Job description

About Restaurant Brands International: RBI is one of the world's largest quick service restaurant companies with more than $32 billion in system-wide sales and approximately 26,000 restaurants in more than 100 countries and U.S. territories. RBI owns three of the world's most prominent and iconic quick service restaurant brands BURGER KING, TIM HORTONS, and POPEYES. Sr. Manager, E-Commerce - Digital Customer Experience Burger King North America is undergoing a large digital transformation that you will help facilitate through our app and web e-commerce experience! This role sits on the Product & Digital Customer Experience team and is at the forefront of collaboration between our brand, ops, and tech teams. The Sr. Manager, E-Commerce Digital Customer Experience will drive thought leadership throughout the organization to a achieve best in class shopping experiences. This person will be responsible for synthesizing guest and team member feedback into actionable improvements, leading quant/qual research to identify opportunities and solutions, translating opportunities/solutions to the product roadmap, and using data to prioritize initiatives that will drive results. Roles and responsibilities specifically include: Collaborate with cross-functional partners to generate ideas, scope product features and develop strategies that support customer needs Design and execute tests/experiments with guests and team members to get early feedback and customer insights for the facilitation of a test and learn approach to UX improvements Assess pain points and opportunities with the current digital customer experience using qualitative and quantitative means across various customer journeys Track ongoing digital customer experience performance across multiple KPIs and drive improvements Monitor competitor and cross-industry customer experience digital trends to drive improvements and innovation for BK Advocate for VOC (voice of the customer) in conversations with cross-disciplinary and external partners to grow the influence of customer experience and service design thinking Required Skills: Bachelor's Degree; Advanced Degree preferred 4+ years industry experience in a customer-facing role Knowledge of, and experience with, a range of CX strategy methods and tools including: Customer experience and journey mapping A/B testing Qual/quant research Prioritization frameworks Roadmap development Knowledge and familiarity with UX design, customer experience and mobile app and web technology systems/specifications and interdependencies Analytical thinker; ability to track conversion metric fluctuations through product evolution cycles Comfortable and experienced in translating ambiguous problems into actionable requirements for tech partners Experience in QSR, Retail or other consumer-facing, service-based/distributed workforce environments preferred