Sr Director, People Experience

Sr. Director, People Experience — McDonald's McDonald’s has an exciting opportunity for a Sr. Director, GP Service Experience role based in our Chicago Office. This senior HR leader will set strategy, provide oversight for the end-to-end "hire to retire" service experience across the global organization, and drive innovation, operational excellence, and employee‑centric delivery. The role encompasses digital service channels and operational people‑focused contact centers, partners closely with Enterprise Service Management (ESM) to align IT, Finance, Procurement, and other functions that impact the employee experience. The Sr. Director leads a global team with staff based in the US and India, including employees and third‑party contractors. Responsibilities Strategic Leadership & Service Design Set the strategic vision for the global HR Contact Center function, aligned with enterprise shared services and HR transformation goals. Own the Hire to Retire service experience, ensuring consistency, scalability, and effectiveness across all regions and employee populations. Contact Center Operations & Delivery Oversee the global HR service delivery team responsible for Tier 0–2 support, ensuring delivery against SLAs, KPIs, and employee experience metrics. Implement service frameworks and operational models that balance efficiency, automation, and personalized support. Employee Lifecycle & Core Operations Oversight Provide strategic oversight of H2R process execution including onboarding, offboarding, internal mobility, and retirement. Partner with HR Centers of Expertise and Legal on Employee Relations case intake processes, documentation standards, and escalations management. Innovation & Continuous Improvement Lead innovation initiatives, including the exploration and integration of Agentic AI and other emerging technologies to enhance service delivery and employee experience. Foster a culture of continuous improvement, leveraging agile methodologies and user feedback to evolve services. Contractor & Vendor Experience Management Lead the design and governance of the contractor lifecycle experience, partnering with Procurement, Legal, and vendor partners to streamline onboarding and compliance. Manage relationships with outsourced and third‑party service providers, ensuring clear SLAs, performance metrics, and continuous improvement of services. Governance Management Establish and maintain governance frameworks across key HR service processes. Leverage service insights to identify root causes and opportunities for innovation. Primary Interface with Enterprise Service Management (ESM) Serve as the key HR representative to the Global ESM organization, ensuring alignment of HR services within enterprise‑wide service delivery frameworks and technology platforms. Partner on platform strategy (e.g., ServiceNow), integration of HR workflows, and digital experience design across cross‑functional service areas. Qualifications Degree in Human Resources, Business Administration, or a related field; advanced degree preferred. 15 years of experience in employee experience, human resources, or a related field, with a global leadership role. 5–7 years of experience with digital employee experience tools and service platforms (ServiceNow and SAP SuccessFactors or equivalent). Proven ability to design and execute programs that enhance the employee lifecycle and workplace experience at large global organizations such as Fortune 500. Strong leadership skills with experience managing cross‑functional teams and driving organizational change across the globe. Excellent communication and interpersonal skills, with a focus on delivering impactful employee‑facing communications. Proven track record of managing and mentoring global teams across multiple regions. Demonstrated ability to operate as a people manager, leading diverse, complex teams, fostering a culture of innovation and collaboration across global markets. Preferred Qualifications Process design/process engineering experience (e.g., Six‑sigma). Human‑centered design principles, including persona development and journey mapping. Strong ability to influence others; able to build and drive a strong business case for people as a growth driver. Continuous improvement and growth mindset. Compensation & Benefits Bonus Eligible: YesLong‑Term Incentive: YesBenefits Eligible: Yes Salary Range: $193,610 – $251,690 per year Referrals increase your chances of interviewing at McDonald's by 2x. Get notified about new Senior Director jobs in Chicago, IL. #J-18808-Ljbffr