Head of UX Design & Research

📍 Job Overview

Job Title: Head of UX Design & Research

Company: Yum! (KFC US)

Location: Plano, Texas, United States

Job Type: Full time

Category: User Experience (UX) Operations & Strategy

Date Posted: May 19, 2026

Experience Level: 10+ years

Remote Status: Remote OK

🚀 Role Summary

• Lead the strategic direction and execution of User Experience (UX) Design and Research initiatives for KFC US, focusing on end-to-end experience transformation across guest and team member touchpoints.

• Drive the unification of omni-channel guest journeys, ensuring a coherent and delightful experience across digital platforms (app, web, kiosks) and in-restaurant systems.

• Own the UX strategy for critical team member tools, including Point of Sale (POS), Kitchen Display Systems (KDS), and restaurant operations platforms, with a strong emphasis on speed, accuracy, and crew efficiency.

• Build, mentor, and manage a high-caliber UX organization, encompassing design, content strategy, UX writing, research, and service design to elevate the overall user experience.

📝 Enhancement Note: This role is positioned as a senior leadership position within the UX domain, with significant influence over product strategy and execution. The emphasis on "end-to-end experience transformation" and "unifying journeys across channels and stores" indicates a strategic, operations-focused approach to UX, aiming to improve both customer satisfaction and operational efficiency. The need to partner with Product, Engineering, Restaurant Operations, and Marketing highlights the cross-functional nature of this role, requiring strong stakeholder management and communication skills.

📈 Primary Responsibilities

• Spearhead the end-to-end UX strategy for guest commerce and loyalty programs, encompassing the KFC App, KFC.com, in-restaurant kiosks, and integrated omnichannel customer flows.

• Define and govern the UX for the restaurant technology stack, including Byte POS, Byte KDS, and edge/backup compute systems, prioritizing speed, accuracy, and ease of use for restaurant crew members.

• Architect and implement cohesive omni-channel journeys, ensuring seamless and consistent experiences for both guests interacting with KFC and team members operating within its systems.

• Conduct comprehensive customer and team member research, including user interviews, usability testing, and ethnographic studies, to identify pain points, uncover opportunities, and validate design solutions.

• Establish, advocate for, and govern a unified product design system that aligns with KFC's global brand standards and Yum! visual identity, ensuring consistency and scalability across all touchpoints.

• Recruit, develop, and lead a high-performing UX organization, fostering a culture of collaboration, innovation, and user-centricity.

• Partner closely with Product Management, Engineering, Restaurant Operations, Marketing, and Franchisees to translate business objectives and user needs into exceptional, high-performing digital and in-restaurant experiences.

• Champion user-centered design principles and best practices throughout the organization, influencing product roadmaps and strategic decision-making.

• Define and track key UX metrics (e.g., task completion rates, error rates, user satisfaction scores, crew efficiency metrics) to measure the impact of design initiatives and drive continuous improvement.

📝 Enhancement Note: The responsibilities clearly indicate a strategic leadership role focused on operational efficiency and customer experience. The emphasis on POS, KDS, and crew efficiency links UX directly to core restaurant operations, a key area for revenue and GTM success. The responsibility to "establish and govern a product design system" implies a need for strong organizational design skills and the ability to drive standardization across a large enterprise.

🎓 Skills & Qualifications

Education: Bachelor's degree in Human-Computer Interaction (HCI), Design, Psychology, Computer Science, or a related field. Master's degree or equivalent practical experience preferred.

Experience: A minimum of 10-12 years of progressive experience in UX design and research, with a proven track record of delivering impactful digital and physical product experiences. At least 5 years of experience in a leadership role, managing and scaling multi-disciplinary UX teams.

Required Skills:

• Deep expertise in UX strategy, interaction design, and user research methodologies across web, mobile, and in-restaurant environments.

• Proven experience leading the design and implementation of complex, omni-channel customer journeys.

• Strong understanding of operational environments, particularly restaurant technology stacks such as Point of Sale (POS) and Kitchen Display Systems (KDS), and their impact on crew efficiency.

• Demonstrated ability to build, mentor, and lead high-performing UX teams, fostering a collaborative and innovative environment.

• Expertise in establishing and governing product design systems, ensuring brand consistency and scalability.

• Proficient in user-centered design principles, with a strong portfolio showcasing successful product launches and experience optimization.

• Excellent stakeholder management and executive communication skills, with the ability to influence and gain buy-in from senior leaders.

• Experience with research methodologies, including user interviews, usability testing, surveys, and data analysis to derive actionable insights.

Preferred Skills:

• Experience in the quick-service restaurant (QSR) or food & beverage industry.

• Knowledge of service design principles and their application to operational workflows.

• Experience with content design and UX writing best practices.

• Familiarity with Yum! Brands' technology ecosystem or similar large-scale enterprise systems.

• Understanding of accessibility standards (WCAG) and their implementation.

• Experience with prototyping tools and conducting A/B testing for design validation.

📝 Enhancement Note: The "10+" years of experience and "5+ years leading multi-disciplinary teams" strongly suggest a senior leadership role. The emphasis on "operational environments like POS/KDS" and "executive stakeholder management" are critical for this specific role within a large QSR organization.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio demonstrating leadership in UX strategy and execution for complex digital products and operational systems.

• Case studies highlighting the transformation of guest experiences across multiple channels (app, web, kiosk, delivery) with measurable improvements in conversion, engagement, or satisfaction.

• Detailed examples of how user research (qualitative and quantitative) directly informed design decisions and led to significant product improvements.

• Evidence of successfully building and scaling UX teams, including examples of team structure, hiring strategies, and mentorship approaches.

• Case studies showcasing the design and implementation of a product design system, including its governance and impact on consistency and efficiency.

Process Documentation:

• Ability to articulate and document UX processes, from initial research and ideation through to design, testing, and ongoing iteration.

• Experience in defining and implementing design system governance models to ensure brand consistency and efficient design implementation.

• Demonstrated capability in establishing and refining research processes to ensure robust data collection and actionable insights.

• Documentation of methods used to collaborate with Product, Engineering, and Operations teams to ensure alignment and successful product delivery.

📝 Enhancement Note: For a Head of UX role, the portfolio needs to showcase not just execution but strategic vision, team leadership, and the ability to drive significant business outcomes through user-centered design. The focus on operational systems and cross-functional collaboration is paramount.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Head of UX roles in major metropolitan areas like Plano, TX, with 10+ years of experience and significant leadership responsibilities, the estimated salary range is $200,000 - $280,000 annually. This range accounts for the scope of work, team management, and strategic impact on a large organization like Yum! (KFC US).

Benefits:

• Comprehensive Health, Dental, and Vision Insurance plans.

• 401(k) Retirement Savings Plan with company matching contributions.

• Paid Time Off (PTO), including vacation, sick leave, and holidays.

• Potential for performance-based bonuses and equity/stock options.

• Professional development opportunities, including conferences, training, and tuition reimbursement.

• Employee discounts on KFC and other Yum! Brands products.

• Relocation assistance may be available for candidates relocating to the Plano area.

• Flexible work arrangements, including remote work options.

Working Hours: Standard full-time work week, typically 40 hours per week. While the role is remote, flexibility may be expected to accommodate cross-functional team needs, stakeholder availability, and critical project deadlines, particularly given the global nature of Yum! Brands and its operations.

📝 Enhancement Note: Salary estimation is based on industry data from sources like Glassdoor, LinkedIn Salary, and compensation surveys for senior UX leadership roles in major tech/corporate hubs in the US, adjusted for the specific experience and leadership scope. Benefits are standard for large corporations and tailored to appeal to senior professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Food & Beverage / Quick Service Restaurants (QSR). KFC US operates within a highly competitive and fast-paced market, demanding innovation, operational excellence, and a strong focus on customer experience to maintain market share and drive growth.

Company Size: Yum! Brands is a global corporation employing over 1.5 million people worldwide across its brands. KFC US itself is a substantial division with thousands of employees and franchise locations. This scale presents opportunities for significant impact but also requires navigating complex organizational structures and diverse stakeholder needs.

Founded: KFC was founded by Colonel Harland Sanders in the 1950s. Yum! Brands was formed in 1997 as Tricon Global Restaurants, Inc., later renamed Yum! Brands in 2002. This legacy provides a rich history and established brand, while the company's structure allows for agile adaptation to modern market demands.

Team Structure:

• The UX team will likely operate as a centralized function within KFC US Digital or Product organization, reporting to a senior executive (e.g., Chief Digital Officer, VP of Product).

• This role will lead a multi-disciplinary team comprising UX Designers, UX Researchers, Content Designers/UX Writers, and potentially Service Designers.

Methodology:

• Emphasis on agile and lean UX methodologies to enable rapid iteration and continuous improvement.

• Data-driven decision-making, leveraging analytics, A/B testing, and user research insights to inform design strategy and product development.

• A strong focus on user-centered design principles, ensuring that guest and team member needs are at the forefront of all product and experience development.

• Cross-functional collaboration is a core methodology, fostering strong partnerships between design, product, engineering, and business stakeholders to achieve shared goals.

Company Website: https://www.yum.com/, https://www.kfc.com/

📝 Enhancement Note: Understanding Yum! Brands' scale and KFC's specific market position is crucial. The "accelerating an end-to-end experience transformation" suggests a company culture that is embracing digital change and innovation, while also managing legacy systems and franchise relationships.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership role, "Head of UX Design & Research," indicating significant responsibility for strategic vision, team building, and execution across a major division (KFC US). It's a critical position within the product development lifecycle, directly influencing customer experience and operational efficiency, which are key drivers of revenue and brand loyalty.

Reporting Structure: The Head of UX will likely report to a VP-level executive or C-suite leader, such as a Chief Digital Officer, Chief Product Officer, or Chief Experience Officer, depending on the specific organizational structure at KFC US. This ensures direct access to executive decision-making and strategic alignment.

Operations Impact: The role's impact is substantial, directly influencing guest satisfaction, order accuracy, transaction speed, crew efficiency, and ultimately, revenue and profitability. By unifying digital and in-restaurant experiences, this role aims to drive higher conversion rates, increase customer retention, and reduce operational friction for both customers and employees.

Growth Opportunities:

• Strategic Leadership Expansion: Potential to expand influence over broader digital transformation initiatives or take on additional product domains within Yum! Brands.

• Cross-Brand Exposure: Opportunities to collaborate with or contribute to UX strategy for other Yum! Brands (Pizza Hut, Taco Bell), leveraging learnings and driving consistency across the portfolio.

• Industry Influence: Representing KFC US at industry conferences, contributing to thought leadership in UX, QSR technology, and digital transformation.

• Executive Development: Participation in executive leadership programs and mentorship to further develop strategic business acumen and leadership capabilities.

📝 Enhancement Note: The role is positioned at a strategic executive level. Growth opportunities would involve expanding scope, influence, and leadership responsibilities within the larger Yum! ecosystem or the broader industry.

🌐 Work Environment

Office Type: While the position is advertised as "Remote OK," the company headquarters are in Plano, TX. This suggests that while remote work is supported, there may be expectations for occasional travel to headquarters or key operational sites for team meetings, strategic planning, and stakeholder engagement. The role likely involves a hybrid approach for some team members if based near HQ, with distributed remote talent managed effectively.

Office Location(s): The primary corporate presence for KFC US is in Plano, Texas. Yum! Brands has corporate offices in Louisville, Kentucky, and various international locations. The role will primarily interact with teams based in Plano, but may also engage with teams in Louisville or other relevant operational hubs.

Workspace Context:

• Collaborative Environment: Expect a highly collaborative environment, requiring regular interaction with remote and potentially co-located Product Managers, Engineers, Marketing leads, and Operations stakeholders.

• Tools & Technology: Access to industry-standard design and research tools, collaboration platforms (e.g., Slack, Teams, Zoom), and project management software. The company will likely provide the necessary technology to support remote work and efficient collaboration.

• Operations Integration: The role necessitates deep integration with restaurant operations, implying potential site visits or immersive experiences in KFC restaurants to understand crew workflows and operational challenges firsthand.

Work Schedule: A standard 40-hour work week is expected, with flexibility to manage global teams and diverse stakeholder time zones. This may involve some early morning or late afternoon meetings to accommodate collaboration across different regions or departments. The focus will be on productivity and achieving outcomes rather than strict adherence to a 9-to-5 schedule.

📝 Enhancement Note: The "Remote OK" status combined with a physical HQ location implies a blended work environment. The need to understand "restaurant operations" suggests that fieldwork or on-site visits might be part of the role, even for remote employees.

📄 Application & Portfolio Review Process

Interview Process: The interview process for a senior leadership role like Head of UX is typically rigorous and multi-stage.

• Stage 1: Recruiter Screen: Initial conversation to assess basic qualifications, experience, and cultural fit.

• Stage 2: Hiring Manager Interview: In-depth discussion with the direct hiring manager (likely a VP or C-suite executive) focusing on strategic vision, leadership philosophy, and experience relevant to the role's scope.

• Stage 3: UX Team & Peer Interviews: Meetings with potential direct reports, UX peers, and key cross-functional partners (Product, Engineering, Marketing) to evaluate collaboration style, leadership approach, and technical expertise.

• Stage 4: Portfolio Presentation & Case Study: A formal presentation to a panel of senior leaders, showcasing your portfolio, detailing key projects, and presenting a strategic approach to a hypothetical or real KFC US challenge (e.g., unifying a specific guest journey, improving KDS efficiency).

• Stage 5: Executive/Final Interview: A final meeting with a very senior executive (e.g., C-suite) to discuss strategic alignment, long-term vision, and finalize the decision.

Portfolio Review Tips:

• Strategic Narrative: Your portfolio should tell a story of impact – how your leadership and design strategy drove tangible business results (revenue growth, efficiency gains, customer satisfaction improvements) for complex products and operational systems.

• Leadership Focus: Emphasize your experience in building, mentoring, and scaling UX teams. Showcase your leadership philosophy and how you foster a high-performing, collaborative culture.

• Omni-Channel & Operations Depth: Clearly demonstrate your expertise in designing seamless omni-channel experiences and your understanding of operational environments like POS and KDS. Use specific examples of how you improved crew workflows or guest interactions in these contexts.

• Design System Governance: Include examples of how you've established or managed design systems, highlighting the processes, tools, and stakeholder buy-in required for successful implementation and adoption.

• Data & Metrics: Be prepared to discuss the metrics you've used to measure success, how you've leveraged data (research, analytics, A/B tests) to inform decisions, and the ROI of your initiatives.

Challenge Preparation:

• Strategic Thinking: Prepare to discuss your approach to developing a UX strategy for a large organization like KFC US, considering its unique challenges and opportunities in the QSR space.

• Problem-Solving: Be ready to analyze a given problem (e.g., improving mobile order accuracy, streamlining kiosk checkout) and outline your process for researching, ideating, designing, and testing solutions.

• Leadership Scenarios: Anticipate questions about how you would handle team conflicts, manage stakeholder expectations, drive adoption of new processes, or navigate organizational change.

📝 Enhancement Note: The emphasis on a "portfolio presentation and case study" for a senior leadership role is critical. Candidates must be prepared to articulate strategic thinking, leadership capabilities, and demonstrable impact, not just design execution.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure RP.

• Research & Analytics: UserTesting.com, Lookback, Hotjar, Google Analytics, Mixpanel, Amplitude, SurveyMonkey, Qualtrics.

• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Slack, Microsoft Teams, Miro.

• Design System Management: Storybook, Zeroheight, or custom-built design system platforms.

Analytics & Reporting:

• Deep familiarity with web and mobile analytics platforms (e.g., Google Analytics, Adobe Analytics, Mixpanel, Amplitude) for tracking user behavior, conversion funnels, and feature adoption.

• Experience with data visualization tools (e.g., Tableau, Power BI) to create dashboards and reports for stakeholders.

CRM & Automation:

• While not directly managing CRM, understanding how CRM data (e.g., customer loyalty, purchase history) informs UX strategy is beneficial.

• Familiarity with marketing automation platforms and how they integrate with user journeys.

• Experience with workflow automation tools within the design or research process, if applicable.

📝 Enhancement Note: The specific tools listed are standard for senior UX leadership. The emphasis should be on the ability to leverage these tools strategically to drive business outcomes and operational efficiency, rather than just proficiency. Understanding how to integrate UX insights with CRM and marketing automation is a plus.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the needs of both guests and team members, ensuring their experiences are prioritized in all product decisions.

• Data-Driven Innovation: Utilizing research, analytics, and testing to inform decisions, validate hypotheses, and drive continuous improvement in user experiences and operational workflows.

• Collaboration & Transparency: Fostering an environment where open communication, knowledge sharing, and cross-functional teamwork are valued to achieve shared goals effectively.

• Efficiency & Excellence: Striving for operational excellence and efficiency in design processes and product delivery, aiming for high-quality, scalable solutions that enhance both customer satisfaction and crew productivity.

• Adaptability & Growth: Embracing change, continuously learning new methodologies and technologies, and fostering a growth mindset within the team to navigate the evolving landscape of digital and restaurant technology.

Collaboration Style:

• Cross-Functional Partnership: A proactive and integrated approach to working with Product Management, Engineering, Marketing, and Restaurant Operations to ensure alignment and shared ownership of product outcomes.

• Empathetic Communication: Building strong relationships through active listening, clear communication, and a willingness to understand diverse perspectives from stakeholders across the organization, including franchisees.

• Iterative Feedback Loop: Encouraging a culture of constructive feedback and continuous iteration on designs and strategies, involving stakeholders at key touchpoints to refine solutions.

📝 Enhancement Note: The values highlight a blend of user advocacy, data-informed strategy, and operational pragmatism, which are essential for success in a company like KFC US.

⚡ Challenges & Growth Opportunities

Challenges:

• Unifying Complex Journeys: Integrating disparate guest experiences across multiple digital touchpoints and physical restaurant environments presents a significant complexity. This requires meticulous journey mapping and a strong design system.

• Balancing Guest & Crew Needs: Designing experiences that simultaneously delight guests and improve efficiency for restaurant crew members can be challenging, requiring careful prioritization and trade-off analysis.

• Legacy Systems & Franchisee Adoption: Navigating existing technology infrastructure and ensuring buy-in and effective adoption from a diverse franchisee base requires strong change management and communication skills.

• Pace of Innovation: The QSR industry is highly competitive, demanding rapid iteration and innovation to stay ahead, while maintaining quality and operational stability.

• Scaling UX Capabilities: Building and scaling a high-caliber UX team to meet the demands of a large, multi-channel organization requires strategic hiring, talent development, and efficient process optimization.

Learning & Development Opportunities:

• Executive Leadership Training: Access to programs focused on strategic decision-making, financial acumen, and leading large-scale organizational change.

• Industry Trends & Technology: Opportunities to explore emerging technologies in AI, automation, and customer experience that can be applied to the QSR space.

• Cross-Brand Collaboration: Gaining exposure to UX challenges and strategies across other Yum! Brands, fostering a broader understanding of enterprise-level UX.

• Mentorship: Access to senior leaders within Yum! Brands for mentorship on navigating corporate structures and driving strategic initiatives.

📝 Enhancement Note: The challenges are specific to a large, multi-channel, franchise-based QSR company, requiring strategic thinking and operational understanding.

💡 Interview Preparation

Strategy Questions:

• "How would you approach developing a unified UX strategy for KFC US, considering both digital guest experiences and in-restaurant operational tools?" (Prepare to discuss your framework for assessment, prioritization, and execution.)

• "Describe your philosophy for building and leading a high-performing UX team. What are the key components of a successful UX organization in a large enterprise?" (Focus on team structure, hiring, culture, and development.)

Company & Culture Questions:

• "What excites you about the opportunity at KFC US and Yum! Brands? What do you see as the biggest UX challenges and opportunities for us?" (Research KFC's current digital presence, marketing, and operational initiatives.)

• "How do you ensure a user-centered approach is adopted and maintained across product development, especially when dealing with different departments and potentially conflicting priorities?" (Discuss your methods for advocacy, education, and integration.)

Portfolio Presentation Strategy:

• Narrative Arc: Structure your presentation around strategic impact. For each case study, clearly articulate the problem, your strategic approach, the solutions you designed/led, the user research that informed it, and the measurable business outcomes (revenue, efficiency, satisfaction).

• Leadership Emphasis: Dedicate specific slides or sections to showcase your team leadership, how you built and managed teams, and your approach to fostering talent and culture.

• Operational Acumen: Clearly highlight any experience with operational systems (POS, KDS) and how you addressed the unique challenges of those environments. Use visuals that demonstrate your understanding of crew workflows.

• Design System Showcase: If applicable, present your experience with design systems, showing their structure, governance, and impact on efficiency and consistency.

• Conciseness & Clarity: Given the senior level, be concise. Focus on the strategic ‘why’ and the impactful ‘what’ and ‘how,’ backed by data.

📝 Enhancement Note: Preparing for strategic, leadership-focused questions and a robust portfolio presentation is key for this executive-level role. Demonstrating an understanding of QSR operations and franchise dynamics will be a significant advantage.

📌 Application Steps

To apply for this Head of UX Design & Research position:

• Submit your application: Utilize the provided link to formally submit your resume and any requested supporting documents through the Oracle Cloud portal.

• Tailor your Resume: Optimize your resume to highlight leadership experience, strategic UX vision, team management accomplishments, and specific experience with omni-channel strategies and operational technologies like POS/KDS. Quantify achievements wherever possible.

• Curate Your Portfolio: Prepare a digital portfolio that strongly emphasizes your leadership capabilities, strategic impact, and success in driving end-to-end experience transformations. Ensure it includes case studies relevant to large-scale digital products and operational systems, with clear demonstrations of user research, design system implementation, and measurable business outcomes.

• Research KFC US & Yum! Brands: Deeply understand KFC's current digital presence, menu, marketing efforts, and operational challenges. Familiarize yourself with Yum! Brands' overall structure and strategy. This research will be invaluable for interview discussions and for tailoring your portfolio presentation.

• Prepare Your Presentation: Rehearse your portfolio presentation thoroughly, focusing on storytelling, strategic articulation, and clear communication of impact. Anticipate questions about your leadership style, strategic approach, and how you would tackle KFC US's specific UX challenges.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.