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Service Experience Design Lead

7100 Corporate Drive , Plano , TX
ID#3749

Pizza Hut Global is hiring a Service Experience Design Lead who will be responsible for shaping and optimizing guest-focused service experience frameworks that enhance both operational efficiency and team member engagement! This role will lead the design and innovation of service experiences across dine-in, carry-out, delivery, and aggregator channels ensuring they are seamless, scalable, and adaptable across global markets. Stay ahead of emerging trends in service design and hospitality. By applying human-centered design methodologies, data-driven insights, and cross-functional collaboration, the Service Experience Design Lead will define how Pizza Hut delivers delightful and effortless guest interactions across every channel and market.

Responsibilities:
  • Design guest-centric service models tailored to meet business operational needs.
  • Ensure service experiences align with brand positioning, guest expectations, and evolving digital trends.
  • Conduct journey mapping and ethnographic research to develop service strategies and identify opportunities for improvement.
  • Partner with Strategy, Data & Analytics teams to measure guest experience performance.
  • Act as a key liaison with Operations, Training, and Franchisee Partners to co-create and embed service standards across all markets.
  • Work closely with global franchisees to optimize service touchpoints.
  • Test and iterate service innovations in select markets, refine and improve service design initiatives before global rollout.
  • Ensure that all service models are operationally feasible, modern, and financially sustainable.

Required Qualifications:
  • You will be required to attend the Plano, TX office 3 days a week on Tuesday, Wednesday and Thursday.
  • 5+ years of experience in service design, customer experience strategy, or related fields.
  • Proven expertise in human-centered design techniques, such as journey mapping.
  • Experience collaborating with cross-functional teams, including Operations, Training, and Franchisee Partners.
  • Strong data-driven mindset with proficiency in tools like Excel (vlookups, pivot tables), and business analytics.
  • Excellent communication and stakeholder management skills, with experience facilitating workshops.

Preferred Qualifications:
  • Familiarity with project management tools like Monday.com, Miro, or similar platform a plus
  • Bachelor's degree preferred


Salary Range: $96,700 - $113,800 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate's location, experience, and other job-related factors.

At Yum!, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. YUM! Brands, Inc. (including its subsidiaries Yum Restaurant Services Group, LLC (“YRSG”) and Yum Connect, LLC (“Yum Digital and Technology”)(collectively, “Yum”) is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. Yum! is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time by contacting the location nearest you.