1900 Colonel Sanders Lane

Director, Guest Experience

Job Opportunity

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If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time by contacting the location nearest you.

Director, Guest Experience
1900 Colonel Sanders Lane
Louisville, KY


As the Director of Guest Experience for KFC US, you are responsible for creating an operating system that enables KFC restaurants to provide a relevant, easy and distinctive guest experience across all touchpoints and all channels. You are the voice of the guest and provide thought leadership to develop the strategy and execution of all guest focused programs. You guide the strategy and execution of all guest-facing touchpoints to include the marketing windows, technology, guest-team member interactions, in-store merchandising and development of new guest experiences. You lead a high-performing team that delivers field-ready and operationally simple initiatives that enable the best KFC guest experience. You partner cross-functionally with a strong, operational point of view and you influence franchise partners to continually evolve and improve the guest experience. You also partner with the HR team to leverage the team member experience as a pathway to improve the guest experience.

* Design and implement the strategy to move the KFC guest experience to the industry Top 5 in speed, accuracy and cleanliness
* Direct the team to develop tools, processes and systems which will consistently elevate the guest experience to industry Top 5
* Develop and implement a consistent, repeatable and scalable guest experience through playbooks, scripts, processes, coaching, craft mentorship, performance management and overall organizational structure
* Lead the evolution of the guest experience to adapt to new channels and touchpoints
* Lead the testing, launch and overall execution of marketing windows, ensuring simple, field-ready, guest-centric products and promotions
* Provide Operational Leadership to Digital and Technology to ensure the smooth integration of technology into the guest and team member experience and the design of guest programs such as loyalty and recovery
* Listen to the voice of the guest and provide data-driven, thought leadership to the organization and guide it by having a deep understanding of outputs and key drivers to the guest experience
* Provide operational leadership to Marketing and Food Innovation and Technology to ensure calendar windows are operationally simple and field-ready.
* Innovate with Marketing on ways to improve the overall menu design, in-store merchandising, suggestive selling and hospitality
* Direct the team which leads all guest listening and recovery programs
* Lead the program which upholds KFC Brand Standards and use it as a path to improve the guest experience
* Partner with Human Resources to improve the team member experience as a pathway to improve the guest experience
* Have a strong voice and POV in being a valued member of CORE
* Protect and grow the brand with each and every guest interaction
* Set us on a path to align to, and ultimately lead, industry-wide best practices


EDUCATION: This position requires strong academic credentials, with a passion for improving the guest experience. As such, no specific educational background is required, but a strong understanding of analytics and behaviors in a retail environment would be desirable.

EXPERIENCE (and other qualifications):

The ideal candidate will have:

* Strong guest acumen with demonstrated ability to grow and scale a high-performing support/success team
* 5+ years of proven guest success leadership
* Proven track record of driving organizational change
* Experience developing and implementing scalable guest success processes and systems
* Keen ability to listen and influence franchise partners
* Proven track record of holding team to high expectations and exceeding targets
* Ability to be a strong voice for the guest
* Ability to motivate and inspire cross-functional teams
* Hands on leader with strong coaching abilities
* Creative problem solving abilities, and a proven track record of thinking "outside the box" to solve complicated and multi-faceted problems
* Strong and structured communication style, both verbal and written
* Strong presentation and public speaking skills
* Ability to communicate vision to a large team
* Quantitative and data-driven; able to draw insights from data, but also to make decisions based on imperfect data
* Willingness to roll up your sleeves and do "whatever it takes"
* Deep understanding of Guest interface, quality tracking, and operations technology
* Demonstrated desire for continuous learning and improvement on processes
* Results driven, metrics oriented and resourceful

Additional Info:

Keep in mind, this is just basic information. You’ll find out more after you apply. And independently-owned franchised or licensed locations may have different requirements. At KFC, what you do matters! So if you want to be part of a winning team, find out now why Life Tastes Better with KFC. Apply today!

Apply Now

If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time by contacting the location nearest you.