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An exciting opportunity to work as part of the Service Operations Team, the Technology Engagement Officer will be responsible for identifying and implementing opportunities to improve our restaurant Technology Experience. Working closely with the Service Operations Team, they will take accountability for engagement with our network of OTPs, creating content that supports their role as an OTP, and drives down the number of times they need support through education and engagement. As part of the Service Operations team, they will be responsible for championing the needs of our restaurants on all things Technology.
What will my accountabilities be?
- Driving Continual Service Improvement (CSI) in your daily actions.
- Work alongside the Service Operations Team to feedback opportunities for change based on our restaurants and OTP network feedback.
- Lead & moderate our OTP Workplace community.
- Bring to life our OTP ambitions, ensuring our OTP community is supported and engaged to the highest level, to deliver a reduction in the number of incidents per month.
- Identify opportunities for restaurants to increase their knowledge of Technology.
- Contribute to, and assist in, developing our 3 year OTP strategy and direction.
- Liaise with other global markets to seek out and implement best practice in Technology engagement.
- UK McD owner of Happy Signals data our CSAT tool for Technology feedback. Use the trends to identify opportunities to enhance our restaurant experience when needing Tech Support.
- Identify, evaluate, and recommend opportunities to shift technical support left into restaurants
What team will I be a part?
We are looking for a forward thinking and ambitious individual to be a part of our hard-working Service Operations Team. The team have an ambitious agenda and there is no better time to join this incredible team and be an instrumental part of improving and adapting Technology within the business.
Who are my customers?
Reports directly to the Technology Engagement Consultant and has a close working relationship with Technology partners including: Capgemini, o2, Sopra Steria and Vista. They will collaboratively work with our UK & ROI Restaurants, Franchisees and their representatives, the RSG team, Internal Communications, IT functional teams and the Deployment and Test function.
What background do I need to have?
Culture is everything and the candidate needs to know if they would be a good fit and enjoy working with McDonalds. Include the traits or attributes you expect the candidate to display in the role, for example behavioural competencies such as leadership, teamwork, flexibility, initiative and communication.
- Excellent knowledge of our restaurants and foundational knowledge of the Technology within them
- Proven track record of effectively engaging restaurant staff to deliver positive behaviour change
- Computer-literate - proficient with Microsoft Word, Excel, Power Point
- Great teammate with the ability to forge & demonstrate relationships
- Demonstrate capability to build shown networks and relationships across the business to support the requirements of the team
- Superb communication skills, curious mind set, confident, independent and logical problem solver
- Appreciation of the needs of differing audiences (restaurants, operations and office hierarchy, franchisees, suppliers)
- Strong restaurant centric orientation with passion to remove complexity and enhance restaurant experience of Technology
- Comfort and experience working in a fast paced and changing working environment.
- Can work to deadlines under pressure through effective prioritisation
- Strong problem solving and analytical skills.
- Highly adaptable to changing circumstances. Interest in continuously learning new skills and technologies.
