Sr Manager, Service Management

McDonald's Corporation•Chicago, IL

1d•$152,678 - $190,847

About The Position

The Senior Manager, Service Experience & Design Lead is responsible for designing and executing end-to-end service experiences across digital employee touchpoints (e.g., ServiceNow). This role translates enterprise standards into intuitive, consistent, and scalable user experiences, focused on journey design, channel interactions, and usability. Working closely with the Service Experience Lead and cross-functional teams, this role ensures service experiences are easy to navigate, seamlessly connected across channels, and continuously improved based on user behavior and feedback. Success is measured by the ability to reduce friction, improve usability, and drive adoption of well-designed self-service and supported experiences.

Requirements

Bachelor's degree required, MD preferred
8+ years of experience in service design, user experience (UX), or enterprise service management within large, complex organizations
Strong expertise in, service journey mapping and persona-based design, user experience (UX) and interaction design, process simplification and experience optimization
Experience designing and improving multi-channel service experiences (e.g., portal, chatbot, virtual agent, agent-assisted support)
Experience with enterprise service platforms such as ServiceNow or equivalent
Proven ability to translate user needs and business requirements into practical, scalable design solutions
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

Responsibilities

Deliver a seamless, end-to-end service experience across digital employee touchpoints (e.g., ServiceNow) that is intuitive, consistent, and easy to navigate
Ensure enterprise service experiences are consistently designed and executed using standardized frameworks, patterns, and design principles
Define and evolve service journeys and persona-based experiences that reflect how employees actually engage with services
Improve usability and reduce effort across key service journeys, resulting in simpler, faster, and more intuitive user experiences
Eliminate friction points across service interactions, driving measurable improvements in journey completion and user experience
Create a consistent, connected multi-channel experience across portal, chatbot, virtual agent, mobile, and agent-assisted channels
Enable seamless transitions across channels and support tiers, reducing user confusion, rework, and dropped requests
Drive increased adoption of self-service experiences through intuitive design that guides users to resolve needs without escalation
Ensure experience designs effectively leverage automation and AI capabilities, improving resolution speed and reducing dependency on manual support
Continuously identify and close experience gaps by analyzing user behavior, journey performance, and channel usage patterns
Translate experience insights into tangible design improvements and enhancements that improve usability and overall service experience
Build alignment and adoption of service experience standards across functions, ensuring consistency in how services are designed and delivered