Digital Loyalty Journey Lead

KFC Europe•Irvine, CA

2d•$121,600 - $142,900•Hybrid

About The Position

As the Loyalty Journey Lead, you will help grow Taco Bell Rewards by identifying customer friction and executing test-and-learn initiatives across acquisition, onboarding, engagement, and re-engagement. You will lead a cross-functional working squad to turn customer insights into practical experiments, capture learnings, and recommend opportunities to expand successful approaches. Working at the intersection of marketing, digital product, technology, analytics, operations, and customer experience, you will lead a sprint-based test-and-learn approach to address high-value customer and business problems. Within the loyalty innovation roadmap, you will help develop and manage the journey roadmap and experimentation backlog, prioritize opportunities based on customer impact and business value, and guide initiatives from problem definition and ideation through testing, measurement, and scaled deployment. The role calls for a hands-on marketer who combines curiosity about customer behavior, analytical problem solving, organized project execution, and collaborative ways of working. You will frame test hypotheses, remove execution barriers, and synthesize results into clear recommendations for your manager, working teams, and leadership. This role will play a critical part in advancing one of Taco Bell's most important growth priorities.

Requirements

3–5+ years of experience in growth marketing, lifecycle marketing, CRM, loyalty, digital marketing, customer experience, or related roles.
Ability to translate broad customer or business challenges into focused, testable hypotheses.
Ability to use quantitative and qualitative customer insights to understand friction, identify unmet needs, and design improved customer-lifecycle experiences.
Comfort with experimentation, learning quickly, adapting to results, and recognizing value in a well-designed test even when its hypothesis is not proven.
Ability to connect test results to growth goals, interpret data with analytics partners, and recommend practical next steps.
Experience coordinating projects with partners across functions such as marketing, product, technology, analytics, operations, media, or creative, and building alignment without direct authority.
Familiarity with sprint routines, iterative testing, and project or backlog tracking.
Understanding of digital customer ecosystems and how app, web, email, push, SMS, paid media, and in-restaurant experiences can work together to influence customer behavior.
Strong communication skills, including organizing working sessions, explaining findings, and preparing concise status updates and recommendations.
Bachelor's degree or equivalent work experience.

Nice To Haves

Experience in QSR, retail, DTC, or another consumer business.
Hands-on experience coordinating a test calendar or backlog.
Advanced degree.

Responsibilities

Coordinate the cross-functional Loyalty Growth Squad, organizing working sessions, clarifying owners and next steps, and keeping partners across Marketing, Digital Product, Technology, Analytics, Operations, Media, and CRM aligned on initiatives.
Maintain and organize the experimentation backlog, translating customer insights, behavioral data, and partner ideas into documented hypotheses and potential tests for prioritization with the Head of Loyalty.
Facilitate sprint planning and execution, tracking deliverables, timelines, dependencies, resource needs, and success measures against agreed priorities.
Review customer analytics and journey insights with Analytics partners to identify friction points, unmet needs, and audience opportunities for further exploration.
Develop test briefs, hypotheses, KPIs, and measurement requirements with Analytics partners; document results and actionable learnings.
Support handoffs of successful tests to marketing, product, technology, and operations owners, documenting playbooks, requirements, and lessons to inform scaling decisions.
Partner in product and experience discovery when new capabilities are needed, gathering customer problems, business requirements, and test learnings for consideration by product and technology roadmap owners.
Apply agile and test-and-learn practices within the squad, recommending process improvements that increase execution speed while protecting customer experience and operational feasibility.
Prepare regular updates on the experiment pipeline, delivery status, results, and recommended next steps for the Head of Loyalty and cross-functional working teams.
Develop effective working relationships across Taco Bell and Yum!, collaborating to resolve day-to-day issues and escalating in a timely way when decisions are needed.

Benefits

Hybrid work schedule and year-round flex day Friday.
Onsite childcare through Bright Horizons.
Onsite dining center and game room, including a Taco Bell inside the building.
Onsite dry cleaning, laundry services, and carwash.
Onsite gym with fitness classes and personal trainer sessions.
Up to 4 weeks of vacation per year, plus holidays and time off for volunteering.
Generous parental leave for all new parents and an adoption assistance program.
401(k) with a 6% matching contribution from Yum! Brands and immediate vesting.
Comprehensive medical and dental coverage, including prescription drug benefits and 100% preventive care.
Discounts, free food, and swag.
Annual salary range of $121,600 to $142,900, plus bonus eligibility, equity if applicable, and benefits.