CX Engagement Contractor (Remote)

KFC; Plano (TX); Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Manager, where you will lead the implementation of innovative programs across multiple business units. In this dynamic role, you will manage stakeholder communication and drive training initiatives that enhance customer experience management capabilities. With a focus on collaboration and change management, you will work in a complex environment, ensuring the successful launch of projects that impact the entire organization. If you are passionate about customer experience and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in customer experience or related field.
• Experienced user of customer experience systems and solutions.

Responsibilities

• Lead the implementation of KFC Listens program across multiple business units.
• Develop and deploy training program for KFC Listens XM program.

Skills

Customer Experience Management

Project Management

Stakeholder Management

Change Management

Communication Skills

Education

Bachelor’s degree in Business, Operations, Marketing

MBA or relevant master’s degree

Tools

Qualtrics

SMG

Medallia

Job description

Global Experience Management Program (“KFC Listens”)

• Lead the implementation of KFC Listens program across multiple business units, countries, and franchisees
• Manage market communication and stakeholders throughout design, implementation, and ongoing use of KFC Listens
• Define guest recovery program globally and manage implementation with BUs/ Franchisees

Build XM Capability

• Develop and deploy training program for KFC Listens XM program for multiple levels including BU/ Franchisee/ RGM and Restaurant Teams
• Define and implementing recommended structure and capabilities for business unit’s CX capability and lead implementation in partnership with markets
• Lead global CX collaboration at scale by managing and partnering with cross-functional stakeholders on all Experience Management programs and initiatives

Provide change management guidance and leadership throughout the KFC CX journey

Requirements:

• Education/Certifications
  • Required:
    • Bachelor’s degree in Business, Operations, Marketing, or related field
  • Preferred:
    • MBA or other relevant master’s degree
• Experience
  • Required:
    • 5+ years of experience in CX or related field
    • Experienced user of customer experience systems and solutions (Qualtrics, SMG, Medallia, etc.)
    • Experience in large scale project management from inception to launch with external partners
    • Ability to work in highly matrixed, complex environment with stakeholders of all levels

About the company

KFC, a subsidiary of Yum! Brands, Inc., is a global chicken restaurant brand with a rich, decades-long history of success and innovation.