Sr Manager, Service Management (Experience Metrics & Customer Sentiment Lead)

Hyderabad, Telangana
Permanent
Full-time

18 days ago
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About McDonalds in IndiaOne 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.Job DescriptionJOB TITLE: Senior Manager, Service Management (Service Experience Sr. Manager)ROLE DESCRIPTION:We are seeking an Experience Metrics & Customer Sentiment Senior Manager within the Enterprise Service Management (ESM) team to play a key role in shaping the future of service delivery across the enterprise. In this role, you will establish methods and best practices for measuring customer feedback, customer sentiment and service experience.Youll work together with the Service Experience Lead and the functional teams to establish customer experience measurements for every transaction/ interaction and ensure data-drive experience improvement plans are in place . Youll establish and govern service experience measurements practices across all service delivery organizations and across every engagement channels for employees and franchisees.ROLE RESPONSIBILITIES:Primary responsibilities:SKILLS & EXPERIENCE

Establish methods and leverage industry best practices for measuring customer feedback, customer sentiment and service experience
Enable data-driven experience improvements by defining, measuring, and analyzing customer sentiment and behavioral metrics across all service interactions
Define and implement customer feedback metrics & KPIs: CSAT, CES, NPS, XLA indicators
Design and maintain survey frameworks (transactional, periodic, event-based)
Establish methods and leverage industry best practices for customer sentiment analysis, (e.g. text analytics, emotion detection, trend analysis)
Establish methods and leverage industry best practices for behavioral analytics (e.g. clickstream, abandonment rates, channel usage patterns)
Establish experience improvement plans based on actionable insights & experience KPIs.
Create dashboards & scorecards on service experience for leadership and operational teams
Govern data collection standards (frequency, timing, sampling, privacy compliance)
Conduct quality control checks on service touchpoints to help identify inconsistencies or deviations and support timely corrective actions that protect the integrity of the experience
Drive the build of the business case and strategic approach for the ServiceNow experience layer, aligning platform architecture with user needs and enterprise goals
Support the design and activation of the enterprise-wide strategy of the common user experience and digital engagement layer across GBS
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
Bachelor's degree required, MD preferred
8+ 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 in defining & implementing customer feedback metrics & KPIs (CSAT, CES, NPS, XLA, etc.
Experience with both attitudinal metrics and behavioral metrics and insights
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

McDonald's