CX Project Lead - Hybrid Customer Recovery & Feedback

Yum China Holdings; Honolulu (HI); Hybrid; USD 93,800 - 113,000; Full time

Benefits offered by this job

Hybrid work schedule

On-site childcare

On-site dining center

On-site gym

Vacation & holidays

Tuition reimbursement

Parental leave

401(k) with 6% match

Medical and dental benefits

Employee discounts

Job summary

Taco Bell, a Yum! Brands subsidiary, is seeking a seasoned CX program designer to lead the design and implementation of customer recovery systems. You will partner with Digital, Technology, and cross‑functional teams to drive initiatives and meet deadlines, while also guiding a team and external vendors.

The role emphasizes strong communication skills, Salesforce administration, and the ability to map customer journeys. Hybrid work and extensive benefits are included.

Qualifications

• BS/BA degree in a relevant field.
• 5+ years in project management and CX design.
• Strong verbal and written communication with ability to convey complex technical processes clearly.

Responsibilities

• Design, implement, and maintain Customer Care Recovery Systems and efficiencies (70%).
• Oversee The Loop field program with CX Data and Operations Analysts; improve program functionality and utilization.
• Coordinate with cross‑functional teams and external vendors to meet milestones and ensure successful delivery.
• Coach and develop direct reports.

Skills

Project management

CX program design

Customer journey mapping

Salesforce administration

Communication

Education

BS/BA degree in a relevant field

Tools

Salesforce

Job description

Taco Bell, a Yum! Brands subsidiary, is seeking a seasoned CX program designer to lead the design and implementation of customer recovery systems. You will partner with Digital, Technology, and cross‑functional teams to drive initiatives and meet deadlines, while also guiding a team and external vendors.

The role emphasizes strong communication skills, Salesforce administration, and the ability to map customer journeys. Hybrid work and extensive benefits are included.