What are the responsibilities and job description for the Senior Manager, Team Member Experience position at KFC?
What You’ll Be Serving Up
The Senior Manager, Team Member (TM) Experience will build and drive a strategy to create a world-class employee experience (EX) that drives organizational success and aligns seamlessly with the overall customer experience (CX) to put the team member first. This pivotal role will create an engagement ecosystem by leading the development and execution of an EX strategy and listening program for KFC Global.
Here’s How You’ll Spice Things Up
Be a Strategic Visionary
Education/Certifications
KFC, a subsidiary of Yum! Brands, Inc. (NYSE: YUM.), is a global chicken restaurant brand with a rich, decades-long history of success and innovation. It all started with one cook, Colonel Harland Sanders, who believed in doing things “the hard way,” because nothing ever got done right by cutting corners. Hard work, hospitality and integrity are still core to our brand today.
While we’re grounded in our heritage, we’re always looking forward to the future and evolving to make it easier for our customers to enjoy our chicken. Through digital innovation, our goal is to make KFC available everywhere, implementing a frictionless & friendly experience leveraging scalable technology stack and standards and accelerating rollouts via multiple channels. And we’re growing… a new KFC restaurant opens somewhere in the world every six hours.
As we grow, KFC is committed to doing so responsibly through commitments like our 2025 global plastic packaging goal and the KFC Harvest program, which to date has donated over 82 million pounds of food to our local communities around the world. Our purposes is feeding people’s potential, whether that means helping team members get through school, turn their passion for fried chicken into a career, or being a positive force in our communities. We fight inequality and believe in all people. Everyone has a seat at our table: from millionaires to truck drivers, to our more than 800,000 Team Members, to our customers around the world, KFC treats everyone like family.
Our people are what make us distinctively KFC, and we value every opportunity to celebrate the unique perspectives and backgrounds they bring to our company. To learn more about KFC Global, check out our company page here.
The Senior Manager, Team Member (TM) Experience will build and drive a strategy to create a world-class employee experience (EX) that drives organizational success and aligns seamlessly with the overall customer experience (CX) to put the team member first. This pivotal role will create an engagement ecosystem by leading the development and execution of an EX strategy and listening program for KFC Global.
Here’s How You’ll Spice Things Up
Be a Strategic Visionary
- Lead the development and activation of a long-term, global EX strategy that empowers restaurant employees in service of business goals and brand reputation.
- Champion a “team member first” mindset across the globe, embedding EX into organizational culture at all levels of the business.
- Act as a strategic thought partner for Operations and Customer Experience, leading initiatives that drive operational excellence and guest satisfaction with a focus on team member ease.
- Partner closely with global XM functions to establish a holistic approach to experience management (XM).
- Lead the EX COE to drive the team member agenda on a global scale. This includes, but is not limited to:
- Deploy programs to improve team member experiences.
- Facilitate global knowledge sharing to identify, share and scale best practices.
- Build EX capability in business units.
- Improve employee listening capability through XM program and technology innovation.
- Oversee, optimize and evolve the global EX feedback ecosystem, including baseline and pulse surveys, employee lifecycle, and ad-hoc feedback mechanisms.
- Partner with the XM Insights & Analytics Center of Excellence (COE) to track and socialize actionable EX insights and KPIs to empower business units to drive XM accountability.
- Map and analyze the end-to-end employee journey, identifying critical touchpoints and opportunities for enhancement.
- Develop and enable the EX COE to implement a standardized global EX framework, promoting consistency and excellence across all KFC business units.
- Partner with operations to streamline and optimize team member processes to improve efficiency, reduce friction points, and enhance the overall employee journey.
- Build and maintain strong relationships with senior leaders, ensuring EX and the team member voice has a seat at the table, is aligned with business priorities and properly resourced.
- Partner with global franchisees to establish a renewed focus on team members at the center of success.
- Collaborate with external partners and vendors to leverage their expertise and stay at the forefront of EX innovation and trends.
Education/Certifications
- Required: Bachelor’s degree in human resources, business, or related field
- Preferred: Master’s Degree in organizational development, IO psychology, or related field
- 7 years of experience in progressively senior HR roles.
- Demonstrated success in leading EX initiatives and driving positive outcomes in a global organization.
- Ability to develop and execute a comprehensive EX strategy aligned with organizational goals.
- A conceptual understanding of employee measurement and survey practices, inferential statistical analyses such as correlation and regression, and basic Machine Learning applications.
- Genuine enthusiasm for creating a positive and engaging workplace for all team members.
- Project Management experience, including ability to manage budgets and timelines.
- Expertise in using data and analytics to measure and improve EX.
- Ability to flex style, see the bigger picture, and anticipate stakeholder needs.
- Superior written and verbal communication skills, including ability to manage multiple stakeholders at varying levels of seniority.
- Initiative, creative thinking, and ability to work with ambiguity, sometimes with minimal supervision.
- Preferred: Prior experience in highly matrixed, global organizations.
- Competitive salary and benefits package.
- Opportunity to innovate within a global brand and make a significant impact.
- Collaborative, fast-paced work environment with a focus on professional growth and development.
KFC, a subsidiary of Yum! Brands, Inc. (NYSE: YUM.), is a global chicken restaurant brand with a rich, decades-long history of success and innovation. It all started with one cook, Colonel Harland Sanders, who believed in doing things “the hard way,” because nothing ever got done right by cutting corners. Hard work, hospitality and integrity are still core to our brand today.
While we’re grounded in our heritage, we’re always looking forward to the future and evolving to make it easier for our customers to enjoy our chicken. Through digital innovation, our goal is to make KFC available everywhere, implementing a frictionless & friendly experience leveraging scalable technology stack and standards and accelerating rollouts via multiple channels. And we’re growing… a new KFC restaurant opens somewhere in the world every six hours.
As we grow, KFC is committed to doing so responsibly through commitments like our 2025 global plastic packaging goal and the KFC Harvest program, which to date has donated over 82 million pounds of food to our local communities around the world. Our purposes is feeding people’s potential, whether that means helping team members get through school, turn their passion for fried chicken into a career, or being a positive force in our communities. We fight inequality and believe in all people. Everyone has a seat at our table: from millionaires to truck drivers, to our more than 800,000 Team Members, to our customers around the world, KFC treats everyone like family.
Our people are what make us distinctively KFC, and we value every opportunity to celebrate the unique perspectives and backgrounds they bring to our company. To learn more about KFC Global, check out our company page here.
