The Director of Digital Experience Design is responsible for
the team who envisions and designs the omni-channel experience for McDonald’s
digital ecosystem. This includes responsibility for the team who designs and
executes user research and testing, the concepting team who designs and tests
emerging experiences and long tail experience solutions and the product design
team who partners with the product team to design the experience and visual
design for the kiosk, web, app and cross-channel capabilities globally. In this
role, you will partner with the VP of Digital Experience and the Directors of
the Product team to create omni-channel experience visions for both McDonald’s
customers and crew to direct and focus the teams to deliver McDonald’s future
digital experience. In this role, you will partner with Marketing, Operations,
Product, the Market and Technology teams to implement omni-channel experiences
that deliver the convenience, value and fun that McDonald’s is known for that,
in turn, grow digital sales and customer market share.
Key Customers include:
- Internal: US Market
Digital Leads, ILM and HG/F Market Digital Leads, Corporate Digital Leads,
Marketing, Operations, Technology, Crew
- External: US Franchisees,
Agencies, outside consulting firms, and 3rd Party Partners
- 10-15 years’ experience
delivering omni-channel and / or single channel digital experiences in a
commerce, retail or QSR environment.
- Bachelor’s degree within a
design, innovation or design strategy field required.
- Experienced in several
design form factors – web, app and kiosk required.
- §Demonstrated ability to
deliver customer value across a portfolio of initiatives.
- Ability to work at a fast
pace while managing competing priorities.
- Strong track record of working within
innovative, leading edge consumer technology environment.
- Experience with consumer
experiences, solutions and systems deployed at large scale.
- Experience working in a
global enterprise with matrix structures, while being able to move quickly
and at the speed of the customer.
- Conversant with experience
trends, opportunities, platforms and strategies for brands, and consumer
- Experience managing large
scale design agency relationships
- Strong customer focus,
instinct and passion
- Passion for new
technologies, consumer needs, behaviors and trends.
In addition to following McDonald’s policies and procedures,
principal accountabilities include, but are not limited to:
- Partner with VP of digital
experience and product teams to design omni-channel experience visions
(responsible for the user experience and visual design portions) and
competitive experience strategy for all customer and crew touchpoints.
- Create, govern and evolve
omni-channel user experience and design frameworks across the crew and
customer experience ecosystem.
- Partner with innovation
teams to create concept prototypes test and stand up new capabilities and
- Partner with innovation
teams to drive prioritization of concept testing backlog
- Direct concept development
and testing programs with both internal and agency teams.
- Partner with Product,
Marketing, Operations, Technology and Agency teams to concept, design and
deliver experience design (UX, visual design and copy) assets to
Technology teams to implement across the global product portfolio.
- Partner with the data
& intelligence team to understand product performance and develop key
customer and crew OKRs.
- Manage Agency relationship
including direction, oversight of work, administration and budget
- Direct customer insights
and user testing programs with both internal and agency teams.
- Create a relentless user
and crew centered focus and empathy across the team.
- Curate a winning culture
that encourages innovation focused on enhancing the customer experience
which results in significantly enhanced business performance.
- Determine strategic priorities
with Digital Leadership and rigorously prioritize initiatives -
effectively communicate and gain alignment with leadership
- Interact and educate
senior management, owner operators and other key stakeholders on digital
vision and strategy
- Establish innovation,
service and experience design processes to coordinate with key partners in
- Build and lead amazing
teams; establish motivating stretch objectives for team members that align
with company objectives; encourage coaching and mentoring, focus on the
development needs of employees and ensure collaboration and teamwork