Service Experience Manager [T500-19912]

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Service Experience Manager (G4)

Company Description:

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At McDonald’s, we see every day as a chance to create a 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 are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

At McDonald's, we believe that our success begins and ends with our people. We are committed to fostering an inclusive culture where every employee can thrive and contribute their best.

The Service Experience Manager within the Enterprise Service Management (ESM) team will play a key role in shaping the future of service delivery across the enterprise. In this role, they will help design how employees, franchisees, and suppliers interact with digital service channels – ensuring every experience is intuitive, consistent and seamless. They will work together with the Service Experience Lead and functional teams to bring user-centered design to life – translating insights into actionable designs, driving alignment across journeys and touchpoints, and ensuring service experiences not only meet business needs but exceed user expectations. They will support the activation and governance of service experience practices, including journey mapping, persona development, and multi-channel experience design, helping to embed experience excellence at the heart of every service interaction.

In this role, you will:

• Execute the service experience design framework across digital employee touchpoints (e.g., ServiceNow), applying defined methods and standards to support seamless and user-centered interactions
• Socialize service experience standards with cross-functional teams and ensure consistent application across all service initiatives
• Conduct user journey mapping, persona research, and touchpoint analysis to enhance understanding of user needs and drive experience improvements across service channels
• Support the roll-out and maintenance of a unified service channel strategy, including chat, voice, self-service, and case/incident management; monitor alignment with the enterprise tiered support model to ensure a cohesive user experience
• Analyze routing and shift-left performance, including request volumes, categorization accuracy, self-service performance, deflection trends; support the deployment and use of AI tools (e.g., NowAssist) to improve resolution speed
• Monitor and report on service experience KPIs (e.g., CSAT, NPS, XLA, CES) and support measurement consistency across service organizations
• Analyze service adoption, consumption trends, and user behavior across channels (portal, mobile, chatbot, live agent, phone, helpdesk); translate data into actionable insights for experience improvements and operational efficiencies
• Perform quality control reviews across service touchpoints to identify design inconsistencies or deviations, and assist in implementing corrective actions that preserve experience integrity
• Manage intake of enhancement requests to the experience platform and partner with Product Owner and Tech EPP ESM (Platform Owner) to help shape solution requirements, define functional use cases, and translate business needs into scalable platform capabilities
• Assist in the development of communications, training, and enablement materials related to service experience initiatives to drive awareness, stakeholder readiness, and successful adoption of design changes

Qualifications:

• Bachelor's degree required
• 7-11 years of experience supporting or driving strategy and planning within large, complex organizations, with demonstrated impact on service delivery, operational efficiency, or experience transformation
• Experience with enterprise service platforms such as ServiceNow or equivalent
• Experience in persona-based design, service journey mapping, and process simplification
• Comfortable navigating ambiguity and fast-evolving environments, with a proactive mindset and the ability to bring structure and clarity to complex challenges
• Strong, professional interpersonal and communications skills, both verbal and written
• Highly organized and detail-oriented, with the ability to manage competing priorities and maintain high-quality output in a fast-paced and ambiguous environment

Additional information:

origin, age, disability status, medical