Conducts qualitative and quantitative UX research across KFC’s digital guest channels and restaurant operations tools. Plans and executes usability tests, field studies, interviews, ethnographic research, heuristic evaluations, and concept testing. Synthesizes findings into actionable insights, journey maps, opportunity areas, and recommendations for product, design, engineering, marketing, and restaurant operations teams. Contributes to research operations, documentation, accessibility practices, participant recruiting, and the development of organizational research standards.

Leads the vision, strategy, roadmap, and measurable outcomes for KFC.com. Owns customer discovery, acquisition, conversion, loyalty access, performance, accessibility, experimentation, and web reliability. Partners with engineering, design, analytics, marketing, and platform teams to deliver optimized digital experiences, establish OKRs and measurement plans, prioritize investments, and continuously improve outcomes across the web and mobile ecosystem.