Principal Customer Identity and Account Management Lead

With an active customer loyalty program of tens of millions of members, it is imperative that Chick-fil-A take good care to ensure we cultivate lasting personal relationships with customers that are scalable, personal, and secure. This area of our digital business has grown in complexity in recent years as customers continue to trust Chick-fil-A with more personally identifiable information compounded by threats to cyber security and brand reputation which are on the rise for many brands, including Chick-fil-A.

As a member of the Customer Digital Experience team at Chick-fil-A, the Principal Customer Identity and Account Management Lead will be responsible for translating Chick-fil-A's strategy to execute digital experiences that are both radically convenient and remarkably human into digital product experiences that:

• Keeps customer information secure
• Builds seamless and trustworthy experiences around account, identity and preference management.
• Fosters deeper engagement with the Chick-fil-A brand and any sub-brands or experiences created
• Ensures digital transactions remain healthy for the business
• Protect the reputation of the brand and customer trust there within

The ideal candidate will partner with Chick-fil-A Operators, Team Members, and Chick-fil-A Customer Technology Solutions and Cybersecurity teams to deliver an effective and empowering digital experience for Chick-fil-A customers, while keeping brand reputation and trust at the forefront of product decisions. Candidate must have strong leadership, strategy, project management, cross-functional collaboration, crisis management and execution skills with a proven ability to influence decisions, drive change and respond appropriately within high-risk situations.

This role is part of the Customer Engagement Team which is on the Customer Digital Experience Team and reports into the Marketing Department.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community. 

• Identify customer identity enhancements and solutions to improve the login and account creation experiences
• Lead crisis management and mitigation for customer digital experiences as appropriate
• Collaborate with partners to quantify ongoing financial implications from the customer experience, including any losses to the business
• Bring fresh insights and ideas to the Customer experience roadmap that will help reduce negative financial impact to the business through chargebacks and fraudulent transactions
• Consistently look to enhance protocols, tools and partnerships to better protect customers and the brand
• Develop & manage a roadmap of identity enhancements to meet Customer, Operator and Business needs
• Collaborate with partners to test, evaluate, and launch of new digital identity features
• Drive and communicate objectives and business goals to key stakeholders
• Monitor external trends related to account security, fraud mitigation and verification
• Maintain a POV toward the growing importance of global, US and state level consumer privacy standards
• Serve as a subject matter expert and help to mitigate issues related to identity, fraud and abuse to internal stakeholders, Chick-fil-A Operators and Team Members
• Partner closely with legal and technology teams on behalf of the full Customer Digital Experience team in related areas to role

• Bachelor's Degree
• 8-10 years of relevant professional experience

• Passionate about creating great digital experiences for customers

• Futuristic thinker who will help shape the future of a customer's digital relationship with the brand and its ecosystems

• Strategic thinker with sharp problem-solving skills

• PR or crisis management expertise or experience

• Detail oriented with experience in finding loopholes or edge cases

• Ability to see the big picture, but also solve individual cases or issues

• Relationships and results oriented

• Strong communication and collaboration skills 

• Ability to raise, manage, and mitigate project issues and risks

• Self-starter who takes initiative to influence and deliver business goals

• Experience in identity/cyber security
• Experience with loyalty/customer programs
• Experience in PR/PA/Crisis Management