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Director, Customer Experience, Burger King

3 months ago

Doral, United States Restaurant Brands International Full time

**Director, Customer Experience, Burger King** Category Marketing US: Miami JOB DESCRIPTION **About Restaurant Brands International:** RBI is one of the worlds 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 worlds most prominent and iconic quick service restaurant brands BURGER KING, TIM HORTONS, and POPEYES. **Director, Digital Customer Experience** - **On Premise** Burger King North America is undergoing a large digital transformation that you will help facilitate the digital guests experience at our restaurants This role sits on the Digital Product & Customer Experience team and is at the forefront of collaboration between our brand, operations, and design and technology teams. The Director, Digital Customer Experience - On Premise, will drive thought leadership throughout the organization to a achieve best-in-class drive-through and kiosk guest experience and support digital order fulfilment. This person will map end-to-end journeys, identify and justify critical solutions that drive value to both the customer and the business, and manage the development of prioritized solutions. This role its in Miami, Florida. *Roles and responsibilities specifically include:* * Digital product management of outdoor digital menu boards and self-order kiosks * Collaborate with cross-functional partners to generate ideas, product features and strategies that utilize innovative digital technologies to solve customer needs * Support hypothesis-led approaches that use the principles of design thinking to quickly test strategies through continuous prototyping and refinement of a value proposition * Drive CX research and customer insights related to the digital experience (including creating research discussion guides, screeners, research insights, tests, prototypes, and the resulting research reports) * Assess pain points and opportunities with the current digital customer experience using qualitative and quantitative means across various customer journeys * End-to-end service design for the customer and the restaurant team member experience and bring that vision to life with design assets that may include service blueprints, scenarios sketches, sitemaps, and prototypes * Articulate and frame the customer benefits for solutions, recommendations, initiatives on the strategic roadmap * 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 Burger King **Required Skills:** * Bachelors Degree; Advanced Degree preferred * Experience in QSR, Retail or other consumer-facing, service-based/distributed workforce environments preferred * 7+ years industry experience in a customer facing/oriented role * Experience blending the physical and digital worlds; familiarity with restaurant operations, customer experience and UX design preferred * Knowledge of, and experience with, a range of CX strategy methods and tools including: * Customer experience and journey mapping * Service Blueprint mapping * A/B testing * Prioritization frameworks * Roadmap development * Comfortable working with and in technology and translating solutions into business requirements for technology partners * Strong conceptual and creative problem-solver with the ability to work with a blank slate and inspire others * Ability to act as the voice of the customer and ensure their needs are translated into a compelling experience * Experienced in collaborating with multi-functional teams and leading multiple projects/initiatives at any given time Confident working in a fast-paced environment; willingness to make quick decisions based on continuous prioritization and evolving customer needs *Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.*

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