Supervisor, Customer Engagement
Date: Sep 23, 2025
Location: Chicago, IL, US, 60607
Company: McDonald's Corporation
Company Description:
McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.
At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
Department Overview
The Customer Engagement team in US Marketing nurtures profitable customer relationships through meaningful engagements and seamless experiences by leveraging data, innovation, and technology. They relentlessly pursue ways to remove friction and add delight for customers and crew throughout their journeys, enabling more ways to enjoy McDonald’s across digital channels – from the Mobile App, self-ordering Kiosks, to Menu Boards (DMBs). They also oversee the digital customer engagement strategy, investment, and execution across all owned channels. Specifically within the Digital Ordering Experience sub-team, the team focuses on driving innovation across the digital and restaurant customer journeys and platforms, ensuring every interaction feels intuitive, rewarding, and on-brand. Focus areas include delivering personalized experiences throughout the user flow, UX/UI optimization, integrated promotions & loyalty strategies, as well as menu board enhancements that deliver on ongoing and future business needs, while continuously refining and improving learnings through data-driven insights & testing. As the Supervisor in the Customer Engagement - Emerging Experience team, you will contribute to these priorities in the following ways:
• Connect Marketing strategies with Technology to execute broader system initiatives that innovate and enhance consumers’ experience at our restaurants, applying a deep customer-centric mindset into actionable deployment that aligns with our fans’ needs and our business objectives. Examples include voice AI ordering at drive-thrus, transitioning menu board provider & platform across 14,000 US restaurants, reimagining the future of Menu Boards and Ordering Experiences as a whole etc.
•ent and project plans Qualifications:
Duties
Lead initiative-driven "test & learn" strategies in collaboration with cross-functional teams—including Global, US Technology, Customer Insights, and US Marketing—to drive innovation and optimize business outcomes.
• Support the implementation of large-scale Global restaurant platforms initiatives in the U.S. under the Customer Experience - Serve vision - with attention to meeting key deliverables and KPIs
• Support contact for agency teams on initiative development and project plans Qualifications: The Customer Engagement team in US Marketing nurtures profitable customer relationships through meaningful engagements and seamless experiences by leveraging data, innovation, and technology. They relentlessly pursue ways to remove friction and add delight for customers and crew throughout their journeys, enabling more ways to enjoy McDonald’s across digital channels – from the Mobile App, self-ordering Kiosks, to Menu Boards (DMBs). They also oversee the digital customer engagement strategy, investment, and execution across all owned channels. Specifically within the Digital Ordering Experience sub-team, the team focuses on driving innovation across the digital and restaurant customer journeys and platforms, ensuring every interaction feels intuitive, rewarding, and on-brand. Focus areas include delivering personalized experiences throughout the user flow, UX/UI optimization, integrated promotions & loyalty strategies, as well as menu board enhancements that deliver on ongoing and future business needs, while continuously refining and improving learnings through data-driven insights & testing. As the Supervisor in the Customer Engagement - Emerging Experience team, you will contribute to these priorities in the following ways:
• Connect Marketing strategies with Technology to execute broader system initiatives that innovate and enhance consumers’ experience at our restaurants, applying a deep customer-centric mindset into actionable deployment that aligns with our fans’ needs and our business objectives. Examples include voice AI ordering at drive-thrus, transitioning menu board provider & platform across 14,000 US restaurants, reimagining the future of Menu Boards and Ordering Experiences as a whole etc.
• Lead initiative-driven "test & learn" strategies in collaboration with cross-functional teams—including Global, US Technology, Customer Insights, and US Marketing—to drive innovation and optimize business outcomes.
• Support the implementation of large-scale Global restaurant platforms initiatives in the U.S. under the Customer Experience - Serve vision - with attention to meeting key deliverables and KPIs
• Support contact for agency teams on initiative developm
Qualifications
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Compensation
Bonus Eligible: EDIT
Long - Term Incentive: EDIT
Benefits Eligible: EDIT
Salary Range
Competencies
Additional Information:
Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.
McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nothing in this job posting or description should be construed as an offer or guarantee of employment.
Nearest Major Market: Chicago