Cx Engagement Contractor (Remote)

Responsibilities
Global Experience Management Program (“KFC Listens”)

• Define guest recovery program globally and manage implementation with BUs/ Franchisees
• Lead the implementation of KFC Listens program across multiple business units, countries, and franchisees
• Manage market communication and stakeholders throughout design, implementation, and ongoing use of KFC Listens

Build XM Capability

• Define and implementing recommended structure and capabilities for business unit’s CX capability and lead implementation in partnership with markets
• Develop and deploy training program for KFC Listens XM program for multiple levels including BU/ Franchisee/ RGM and Restaurant Teams
• Lead global CX collaboration at scale by managing and partnering with cross-functional stakeholders on all Experience Management programs and initiatives

Ongoing CX/EX Leadership
Provide change management guidance and leadership throughout the KFC CX journey
Requirements

• Preferred:
• Experienced user of customer experience systems and solutions (Qualtrics, SMG, Medallia, etc.)
• 5+ years of experience in CX or related field
• Required:
• Required:
• Ability to work in highly matrixed, complex environment with stakeholders of all levels
• Experience in large scale project management from inception to launch with external partners
• Education/Certifications
• Bachelor’s degree in Business, Operations, Marketing, or related field
• MBA or other relevant master’s degree
• Experience