Associate Manager, XM Listening

What You’ll Be Serving Up:

The Associate Manager, XM Listening role will play a critical role in transforming the KFC Customer and Employee Experience (CX, EX) through the design, implementation, and optimization of best-in-class Experience Management (XM) programs on a global scale. This position partners closely with cross-functional and business unit teams to bring to life the “KFC Listens” platform and strengthen the foundation for XM excellence.

Here’s How You’ll Spice Things Up:

Global Experience Management (XM) Program

• Lead the process to audit existing XM program footprint with input from broader XM Team.
• Manage communication and engagement with market stakeholders throughout design and rollout of new XM technology.
• Build technical expertise in the KFC Listens infrastructure; support all program stakeholders to operate within defined processes and identify opportunities for efficiency.
• Partner with vendors to create Statements of Work (SOWs) for incremental work beyond BAU operations.
• Manage minor contract changes in partnership with Legal and internal stakeholders.
• Oversee and support ongoing EX implementation requirements.
• Manage BAU (business-as-usual) needs for both CX and EX program requirements (e.g. managing KFC Listens inbox).

Product & Data Management

• Maintain a prioritized list of XM product features with external vendor to represent business needs and coordinate internal testing.
• Design and project manage new program developments (e.g. dashboard enhancements) across the global footprint.

Operational Leadership

• Administer and lead the Global XM Council to foster collaboration between markets and enhance organizational CX/EX capabilities (including agenda preparation, leading discussions, managing follow-up items).
• Manage Technical Program Specialist and support effective resource deployment across global XM initiatives.
• Serve as the primary escalation point for technical or programmatic resolutions across the XM ecosystem.
• Manage ongoing relationship with XM technology vendor, including day-to-day operations, technical issue resolution, and escalation management.
• Oversee and manage XM Team billing, contract addendums, and financial routines as the primary contact with Global Finance and business units.

What You Bring to the Table:

Education:

• Bachelor’s degree in Business, Operations, Marketing, or related field.
• Preferred - MBA or other relevant master’s degree

Experience:

• 5 – 7 years’ experience in Customer Experience (CX), Employee Experience (EX), or related strategic functions.
• Demonstrated success in implementing and managing large-scale CX/EX programs, preferably leveraging platforms such as Qualtrics, SMG, or Medallia.
• Proven ability to lead cross-functional projects from inception to launch, managing complex stakeholder networks across global markets.
• Strong program management and change leadership capabilities with the ability to operate effectively in a matrixed, global organization.
• Hands-on experience with vendor management, including day-to-day partnership, contract coordination, and performance oversight.
• Exceptional communication, presentation, and stakeholder influence skills.
• High proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) and comfort with digital collaboration tools.
• Demonstrates agility and adaptability, with the ability to quickly learn new systems, processes, and technologies in a fast-paced, global environment.

Preferred:

• Experience managing billing, invoicing, and cross-charge processes, ensuring accuracy, transparency, and strong alignment with Finance and market stakeholders.
• Experience in the Quick Service Restaurant (QSR) industry or other fast-paced, customer-driven environments.
• Hands-on experience working with Qualtrics or similar Experience Management platforms.
• Proven success in global program coordination or multi-market initiatives.
• Prior people management experience, with the ability to coach and develop team members.

What’s In It for You:

• Competitive salary and benefits package.
• Opportunity to innovate within a global brand and make a significant impact.
• Collaborative, fast-paced work environment with a focus on professional growth and development.