Director service management service experience

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Job Description

Company Description:

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

Department Overview

We are seeking a Service Experience Lead within the Enterprise Service Management (ESM) team to lead the design, execution, and governance of the enterprise-wide service experience strategy. This role will define how employees, franchisees, and suppliers interact with digital service channels – ensuring seamless, consistent, and user-centered experiences, enabled by the ServiceNow platform.

As the senior leader accountable for enterprise service experience, you will oversee a cross-functional team of product owners, service catalog experts, and business specialists, and partner with leaders across GBS, Global Technology, and other corporate functions, to develop an end-to-end digital experience, optimize multi-channel service delivery, and embed experience excellence into every interaction. This role is accountable for delivering a unified service experience strategy that supports enterprise transformation, drives adoption, and improves the quality, efficiency, and impact of global service delivery.

Duties

Primary Responsibilities

• Define and oversee the end-to-end service experience design across digital employee touchpoints (e.g., ServiceNow); own the service experience design method as a component of the Service Design framework to ensure seamless, user-centered, and scalable interactions
• Collaborate with cross-functional teams to embed user-centered design into all service initiatives, including automated and dynamic translation capabilities for user accessibility and usability
• Establish and manage a unified channel strategy, covering chat, voice, self-service, incident/case management, etc.; ensure consistent execution of the tiered support model to enable a universal request experience and seamless engagement through different channels and tiers
• Lead the shift-left strategy, defining tactics and success measures to drive case deflection, self-service utilization, and resolution without human intervention; leverage AI tools (e.g., NowAssist) to reduce time to resolution
• Define and own key service experience metrics and KPIs (e.g., CSAT, NPS, XLA, CES); establish data governance and consistent measurement practices across service delivery teams, ensuring data-driven decision-making
• Analyze service adoption, consumption, and user behavior across all digital channels (portal, mobile, chatbot, helpdesk, live agent, phone) and identify experience gaps and opportunities for improvement
• Develop and deliver actionable insights into channel preferences, completion rates, first contact resolution, and deflection performance to identify experience gaps and improvement opportunities
• Engage cross-functional stakeholders and end-users to gather feedback, assess performance, and translate insights into platform enhancements and service experience improvements
• Partner with Tech EPP ESM Lead (Platform Owner) and team on enhancements, architecture, security, data integrity, change management – ensuring reliable performance, scalable infrastructure, and compliance with enterprise service experience standards
• Lead the Service Experience organization, inclusive of product owners, service catalog experts, and other business specialists, providing clear direction, coaching, and development to drive service excellence and innovation
  
  

Qualifications

• Bachelor's degree required; advanced degree preferred
• 8+ years of experience in service design, digital product management, and enterprise user experience oversight
• Demonstrated experience with enterprise service platforms such as ServiceNow or equivalent
• Deep expertise in persona-based design, service journey mapping, and process simplification
• Proven ability to lead design-to-deployment initiatives across complex, global, and cross-functional environments
• Strong interpersonal and communication skills, with the ability to influence at all levels
• Highly organized, adaptable, and comfortable leading in ambiguous and fast-evolving environments
• Strategic thinker with a strong grasp of translating business needs and requirements into tech capabilities
• Strong project leadership capabilities and experience delivering complex, enterprise-wide transformation programs / solutions
• Proven leadership presence with a track record of building and developing high-performing teams
  
  

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

The expected salary range for this role is $168,350.00 - $218,860.00 per year

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.

Additional Information

Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment. 

Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.

Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald’s long-term incentive plan.

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact [email protected]. Reasonable accommodations will be determined on a case-by-case basis.

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.

Requsition ID: 2169

If you have questions about this posting, please contact [email protected]