Job Description
Company Description:
McDonald's new growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald's will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive Thrus, through McDelivery, dine-in or takeaway.
Leading this tech revolution is McDonald's Global Technology organization made up of intrapreneurs who get to build really cool tech with scary smart people using the latest innovations like AI, IOT, and edge computing. We do this working along diverse, global teams who are always hungry for a challenge. It's bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.
As we have matured as an engineering organization and seen the demands for technology grow exponentially, we're gearing up to deliver on the next set of opportunities for the business. We are building up an engineering team in house accountable for our strategic products. We'll have diverse squads made up of engineers with traditional and specialized skillsets, both from internal engineers coupled with our partners, to help us flex with demand and solve technology innovation challenges done at an incredible scale.
Job Description:
McDonald's has bold plans to evolve the customer experience for the digital era, and the Digital Optimization Team is at the center of this aggressive change. Our team is focused on addressing two of the Global IT key pillars - Keep Systems Up and Creating Experiences People Want. While US Technology strives for optimal technology performance of all systems, there are times when unexpected issues and friction points occur. The US Senior Business Analyst Digital Optimization will:

• Extract, analyze, and manipulate data from production databases to generate ad hoc reports.
• Partner with Product Owners and work multi-functionally to evaluate, measure, and communicate business value of upcoming features and enhancements.
• Develop monitoring dashboards to uncover friction points impacting guest counts, reducing customer engagement, and harming trust in the McDonald's brand.
• Educate stakeholders on our technology by creating interactive dashboards providing dynamic, accurate, and meaningful business metrics.
• Study New Relic, Adobe Analytics, customer contacts, App Store reviews, and transactional data to help digital products remediate issues or eliminate friction points.

Core Responsibilities:
People/Relationship Management

• Positively influences others and collaborates in ways that inspire others to take action and/or change their perspective.
• Cultivate strong relationships and collaboration between teams within US Technology, Data, Global Technology, Marketing, and other business teams.
• Uphold the McDonald's belief of putting the customer first by developing several forms of communication with customers, ensuring their questions are answered in a timely manner.
• Strengthen the relationship between product and support teams to ensure there is a single clear goal among all teams, allowing for better technology and customer experience.

Voice of the Customer Reporting

• Responsible for gathering the required data from multiple systems and driving complex queries to assemble the Voice of the Customer report monthly.
• Define new Key Performance Indicators and build upon existing ones to help measure the performance of our digital products along.
• Brainstorm any improvements to the existing model which emphasizes proactively identifying issues impacting guest counts, reducing customer engagement, and harming trust in the McDonald's brand.
• Mentor team members on data analysis by guiding them through best practices, knowledge articles, and creative problem solving.

Monitoring and Reporting

• Create dynamic, accurate, and meaningful dashboards and reports from multiple data sources.
• Extract, analyze, and manipulate data from production databases to generate ad hoc reports.
• Collaborate with Product Owners to communicate data needs while uncovering new ways to explore data and uncover insights.
• Enhance existing and new processes or tools by collaborating with team members to analyze alternatives and develop proof-of-concepts.

Qualifications:

• Must be fully vaccinated (i.e., at least 2 weeks after last dose) for COVID-19 and, if hired, present proof of vaccination by start date.
• Minimum of 5 years previous experience
• BA or BS in Business or Technology related field
• Superior communication skills across various channels
• Proficient in structured query language (SQL) and a strong knowledge of database management
• Expert in monitoring and logging tools such as New Relic, Kibana, Adobe Analytics, or Graphana
• Demonstrated experience with data visualization software such as Tableau and PowerBI
• Knowledge of incident management and tracking tools like ServiceNow, JIRA, and Confluence
• Outgoing and relationship driven with the demonstrable ability to solve complex problems
• Familiar with raster graphics editors such as Adobe Photoshop or other image editing tools
• Ability to work both independently and in a team setting

Additional Information:
McDonald's is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact [email protected]
McDonald's provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nothing in this job posting or description should be construed as an offer or guarantee of employment.