Vice President, Guest Experience & Digital Strategy

Welcome to Whataburger Careers!

This senior role is responsible for developing and executing the company's customer experience (CX) strategy, CX design, and digital customer journey. This individual will lead teams to create seamless, intuitive, and impactful customer experiences across all channels and touchpoints. The VP will ensure that the company's customer-facing strategies are aligned with business objectives and drive growth, loyalty, and customer satisfaction.

Total Rewards

• Competitive Weekly Pay
• Bonus Program with 250% Upside Potential
• Performance for Pay Program – Eligibility to Receive a Pay Increase Once a Year, Based on Performance
• Opportunities for Career Development and Growth
• Healthcare and Life Insurance Benefits
• Paid Time Off - 5 Weeks on Day 1
• Flex Weeks - Remote Work Arrangement
• Paid Corporate Holidays
• 401(k) Savings Plan with a Competitive Company Match
• Paid Parental Leave – Subject to Eligibility Requirements
• Short-Term Disability
• Long-Term Disability
• Scholarship Program - You and Your Dependents are Eligible!
• Whataburger Family Foundation (Hardship Grant Assistance)
• Discounted Meals For You and a Guest
• Wireless Service Discounts
• Computer & Software Discounts
• Fitness / Gym Discounts
• Awards and Recognition For All You Do
• Retirement Celebration Program
  
  

Responsibilities

• Develop and implement a comprehensive customer experience strategy that aligns with the company’s vision and objectives, as well as targets customer segment and persona needs and expectations.
• Define the comprehensive digital strategy to align seamlessly with the overall customer experience framework and integrate effectively with other key functions, such as product, pricing, and customer experience.
• Work closely with the executive team to influence and drive customer-centric initiatives across the organization, serving as an advocate for customers’ needs.
• Design and oversee the execution of customer experience initiatives, ensuring they deliver exceptional value and address customer needs.
• Foster a culture of continuous improvement based on customer feedback, reporting and analytics, and industry best practices.
• Identify opportunities to streamline and enhance customer interactions across all touchpoints.
• Lead the creation of intuitive, engaging, and effective customer experiences both online and offline.
• Oversee user experience (UX) design, visual design, and interaction design teams to ensure the delivery of high-quality, customer-centric solutions.
• Implement design thinking methodologies to innovate and solve customer pain points creatively.
• Define and champion the digital experience strategy, ensuring it supports and enhances the overall customer journey.
• Collaborate with technology and marketing teams to develop and deploy digital platforms that enhance customer engagement.
• Utilize emerging technologies and digital trends to drive innovative and engaging customer experiences.
• Lead and inspire high-performing CX and digital strategy teams, fostering a culture of excellence and continuous learning.
• Establish and track key performance indicators (KPIs) to measure the effectiveness and impact of customer experience initiatives.
• Utilize data analytics and customer insights to drive decisions and optimize the customer journey.
• Report on CX and digital performance to the executive team, providing actionable insights and recommendations.
• Assume additional responsibilities as assigned.
  
  

Education

• Bachelor’s degree in Business, Marketing, Design, or a related field preferred
  
  

Experience

• 12+ years’ experience in customer experience, digital strategy, or related fields, with at least 5+ years of experience in a high-level leadership capacity
  
  

Knowledge, Skills & Abilities

• Proficiency in MS Office Word, Excel, Outlook and PowerPoint
• Proficiency in Workday (as applicable)
• Proficiency in managing internal audit processes and protocols with expert knowledge of risk analytic models
• Knowledge of and ability to interpret federal, state, and local regulations pertaining to risk management issues as well as industry trends and standards
• Expert-level ability to communicate, influence, and negotiate decisions while motivating staff or team members
• Highly developed interpersonal and relationship building skills, with demonstrated ability to promote a team environment and work effectively with Family Members at all operational levels
• Ability to negotiate contracts and manage multiple carrier and broker relationships
• Ability to work in a team environment
• Visionary thinker with a strong customer-centric mindset
• Exceptional leadership and people management skills
• Strong analytical skills and experience with data-driven decision-making
• Ability to work cross-functionally and influence at all levels of the organization
• Proven track record of successful CX design and strategy implementation
• Strong background in digital transformation, UX design, and customer journey mapping
  
  

Working Conditions/Travel Requirements

• Expected to work the necessary time to satisfactorily fulfill job responsibilities
• Must be able to report to work timely and as required by operational/business needs
• Must be able to work a full-time schedule and work outside of normal business hours when necessary
• Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary
• Must possess a valid driver’s license, submit to releasing a Motor Vehicle Record that adheres to the Whataburger standards and maintain current automobile liability at minimum levels in their state of residence
  
  

300 Concord Plaza Dr San Antonio TX 78216-6903