Supervisor, UX & Channel Experience Designer

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

The UX & Channel Experience Designer supports the design and continuous improvement of end-to-end service experiences across digital employee touchpoints (e.g., ServiceNow). This role applies enterprise standards, frameworks, and design patterns to produce intuitive, consistent user experiences across journeys and channels.

Working under the Service Experience & Design Lead, this hands-on role delivers the journey maps, wireframes, prototypes, and channel designs that bring service experiences to life. Success is measured by the quality and consistency of design outputs and their contribution to reduced friction, improved usability, and greater adoption of self-service experiences.

• Produce design artifacts—journey maps, wireframes, prototypes, and channel layouts—that apply enterprise standards and make service experiences intuitive, consistent, and easy to navigate

• Apply standardized frameworks, patterns, and design principles consistently across service experience deliverables

• Support the design of service journeys and persona-based experiences that reflect how employees actually engage with services

• Improve usability and reduce effort across key service journeys, delivering simpler, faster, more intuitive interactions

• Identify friction points across service interactions and deliver practical design refinements that improve journey completion

• Design consistent, connected multi-channel experiences across portal, chatbot, virtual agent, mobile, and agent-assisted channels

• Support seamless transitions across channels and support tiers, reducing user confusion, rework, and dropped requests

• Design self-service experiences that guide users to resolve needs without escalation

• Ensure designs effectively incorporate automation and AI capabilities to improve resolution speed and reduce manual support

• Help identify and close experience gaps by gathering and organizing insights on user behavior, journey performance, and channel usage

• Translate experience insights into tangible design improvements that enhance usability and overall service experience

• Maintain design documentation, patterns, and assets so standards are applied consistently and handoffs to platform/build teams are clear

• Bachelor’s degree required

• 3–5 years of experience in UX design, interaction design, or service/experience design within large, complex organizations

• Hands-on proficiency with design and prototyping tools (e.g., Figma) and familiarity with enterprise service platforms such as ServiceNow

• Working knowledge of journey mapping, persona-based design, and usability/accessibility principles

• Strong attention to detail with the ability to translate defined standards into clear, consistent design deliverables

• Clear written and verbal communication skills; comfortable collaborating across cross-functional teams

• Able to manage multiple deliverables and adapt in a fast-paced, evolving environment

McDonald’s is the world’s leading global foodservice retailer with over 40,000 locations in over 100 countries. Approximately 95% of McDonald’s restaurants worldwide are owned and operated by independent local business owners. At McDonald’s, we lead through our values centered on inclusivity, service, integrity, community, and family. Here is your chance to get in on something special as we grow our corporate team in India and allow you to grow your career.