Sr. Associate Manager, Digital Restaurant Experience (Consumer)

Who is Taco Bell?

Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone’s favorite Crunchy Tacos on the West Coast to a global brand with 8,200+ restaurants, 350 franchise organizations, that serve 42+ million fans each week around the globe. We’re not only the largest Mexican-inspired quick service brand (QSR) in the world, we’re also part of the biggest restaurant group in the world: Yum! Brands. 

Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn’t been done before… we will continue to be inclusive, bold, challenge the status quo and push industry boundaries.   

We’re a company that celebrates and advocates for different, has bold self-expression, strives for a better future, and brings the fun while we’re at it. We fuel our culture with real people who bring unique experiences. We inspire and enable our teams and the world to Live Más.

At Taco Bell, we’re Cultural Rebels. Want to join in on the passion-fueled fun? Learn more about the career below. 

About the Job:

Taco Bell is transforming the ways customers interact with the brand and Team Members at the restaurant, leveraging digital through the entire Customer Journey. The business is investing heavily in new technology and innovation to power this growth, and is doubling down on how to drive a more seamless, personalized, elevated approach to the customer experience at the restaurant in order to ignite transactions, improve customer satisfaction and retention, and grow loyalty.

The primary purpose of this Team is to leverage digital platforms and tools w/in the physical space of the restaruant to elevate the Customer Experience, partnering with Operations on Team Member Experience  The Sr. Associate Manager of Digital Restaurant Experiences is responsible for helping develop the customer experience business strategy and business requirements acoss in-restaurant digital experiences and customer journeys, including Kiosk and Digtial Drive Thru. The role will lead digital execution that improves the Customer Experience. partnering closely with Product Teams and Digital Operations.This individual will be a key business owner providing scope and design requirements and gathering customer insights and analysis. They will define and test innovative solutions to customer challenges and opportunities in the restaurant and be responsible for them from pilot to national launche.

Projects for this role will be highly visible in nature and require working closely with multiple cross-functional groups including, technology, marketing, engineering, operations, training, and field company and franchise teams. It is critical for this individual to be strategic and bring forth thoughtful solutions rooted in data and industry-leading insights that elevate the conversations with leadership and key partners to support decision-making and setting priorities. This role will sit on the Digital Restaurant Experiences team, reporting to the Sr. Manager.

You will collaborate and lead cross-functional teams to identify pain points and opportunities to drive a better experience, incremental sales, and profits within the in-restaurant journey. Examples of this could include optimizing and elevating the effectiveness of the self service Kiosk and Dining Room experience, to enhancing the rollout of Voice AI ordering in the drive thru, etc.

The Day-to-Day:

• Lead cross-functional teams develop business requirements, and provide key objectives
• Identify pain points in the customer journey(s) and work to solution against those pain points.
• Understand Brand goals and have a keen sense of how your work should ladder up to, and positively impact those goals
• Develop positive rapport with Franchise organizations and provide timely and professional follow-up
• Develop ideas for tests that will help improve the customer experience and drive business goals. Define test objectives and then lead a team to execute and analyze results to drive meaningful conclusions
• Act as a key liaison between Squads and Enterprise team to learn current and future tests and determine how to leverage help from squads to drive goals.
• Engage with Consumer Insights to design CI testing and gather / preform competitive research
• Make strategic and tactical recommendations and execute on initiatives and tests that will improve the On Premise customer experience.
• Build, manage, and execute project plans and timelines on schedule and on budget
• Communicate effectively with stakeholders on