Senior Director, Digital Customer Engagement and Digital Insights & Analytics
Company Description
McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries and billions of customers served each year. As the global leader in the food service industry, we have a legacy of innovation and hard work that continues to drive us. Today, we are growing with velocity and are focused on modernizing our experiences, not to make a different McDonald’s, but to build a better McDonald’s.
We are moving fast and are adding to our best-in-class team. Joining McDonald's means thinking big every day and preparing for a career that can have impact around the world. We are customer obsessed, committed to being leaders, and believe we are better when we work together. Over the last couple years, we’ve launched home delivery, modernized our restaurant experience through digital enhancements and have so much more to come.
We are dedicated to using our scale for good: good for people, our industry and the planet. From ambitious recycling initiatives and balanced sourcing efforts to our partnership with Ronald McDonald House Charities, we are constantly improving. We see every single day as a chance to have a genuine impact on our customers, our people and our partners.
Our new, state-of-the-art headquarters is located in the booming West Loop area in the heart of downtown Chicago. It's set up to be a global hub that cultivates innovation. Take a class at Hamburger University, sample future menu items in our Test Kitchen, and utilize the latest technology to communicate with your team around the globe! Our office helps us connect with each other like never before. Participate in monthly organized events, enjoy massive outdoor spaces, an 8000 square foot gym, and an onsite McDonald's serving international favorites. Needless to say, you’ll be lovin’ it here!
Job Description
McDonald’s has long been an industry leader, innovating to deliver improvements in the experience for our customers. In recent years, digital platforms have become an increasingly critical part of delivering great customer experience. We have invested to build assets and capabilities that will take advantage of this growing consumer interest in digital, including upgrades to the mobile app, as well as installation of self-order kiosks, and digital menu boards.
In order to accelerate the pace of innovation around digital platforms, we have built a Digital Customer Engagement (“DCE”) team, reporting directly to the CEO, to work cross-functionally to drive digital initiatives into our restaurants. The mission of this team will be to define McDonald’s digital strategy; design scalable, global solutions; and serve as a core team of authorities and resources to McDonald’s markets.
Our team is seeking a Senior Director to shepherd the analytical activities and reporting for its strategy and digital initiatives subsets. In this role, you will lead and mentor a team responsible for defining metrics and measurement approaches for digital initiatives, working with initiative owners and global markets to figure out targets against specific metrics, and tracking performance against those targets. In addition, the team will actively serve as an advisory group of analytics authorities to help inform initiative owners, bringing to bear McDonald’s scale and advantaged access to data to continuously innovate the digital experience.
- Ensure accurate analyses of all qualitative and quantitative metrics, as well as funnel trends in customer digital lifecycle, to detect and communicate actionable insights.
- Actively monitor market trends to identify potential pockets for improvement.
- Collaborate with data owners to ensure access to accurate and timely reporting and insights to support initiatives at global and market levels.
- Establish relationships with key partners across DCE, markets, and Global tech to understand and define analysis requirements and priorities.
- Work directly with DCE leadership in setting corporate targets for digital initiatives, and assist market leadership in setting market-level targets for digital initiatives.
- Develop and manage corporate and market-level scorecards to measure and track progress against digital priorities.
- Support development of digital business cases – align with the Finance team on data and analyses as needed to help determine digital priorities based on business impact.
- Hire, mentor and manage an analytics team to support DCE initiatives
- Support DCE leadership on overall digital strategy and special projects, as needed
Key Proficiencies include:
- Deep analytical expertise and ability to lead and develop a team of direct reports
- An understanding of consumer-facing businesses, with emphasis on businesses with a digital component
- Marketing measurement approaches (E.g. ROMI)
- Customer-facing technology systems
- CRM or digital customer engagement topics (e.g. dedication & personalization)
- Comfort presenting to and disagreeing with senior leaders
- Strong project leadership and presenting skills, ability to prioritize across teams and functions
- An eye for business with a deep understanding of business drivers and value-creation
Qualifications
- Bachelor’s degree
- MS/MBA or PhD in a quantitative field preferred
- 10+ years of experience in analytics or management consulting or equivalent analytical and project management experience
- 4 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources
- Experience in managing analytics projects from inception to delivery, including developing structured solutions
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.