Location: Atlanta, GA (Global HQ) - onsite 3-4 days/week
Estimated Travel: 20-30% (Customer & Consumer Research, Customer Site visits)
The User Experience and Service Design Lead is a senior strategic role tasked with driving exceptional customer and employee experiences while optimizing the usability of Coca-Cola equipment and interfaces. This person serves as a trusted advisor in designing seamless consumer journeys and efficient employee workflows, enabling customer satisfaction and operational efficiency.
Reporting directly to the Head of Experience Design, the User Experience Lead conducts user research and usability studies across industrial design of our equipment and user interface designs. The role applies user-centered design principles, translating consumer insights into actionable recommendations that shape innovative and scalable solutions.
Success is measured by metrics such as increased customer and employee customer satisfaction, net promoter scores, usability scores, improved operational workflows, and measurable product and service enhancements driven by user insights.

REQUIRED EXPERIENCE & QUALIFICATIONS:

• Degree in graphic design, industrial design, human factors engineering, cognitive psychology, ergonomics, human-computer interaction, user experience design, or similar.
• 10+ years’ experience with commercial and customer operations, especially in the food service industry.
• 5+ years’ experience in heuristic and ethnographic methodologies and usability analysis, both quantitative and qualitative.
• Proven ability to translate research findings into actionable product and design recommendations.
• Proven expertise in design thinking, user experience design, or product design, including facilitating workshops and structured creative sessions.
• Strong knowledge of both industrial and user interface design principles.
• Ability to engage customers and employees in actionable experience research.
• Excellent communication skills to synthesize and present research findings to stakeholders through presentations and reports.
• Ability to create prototypes, from low-fidelity (paper-based) to high-fidelity (digital and interactive)
• Experience conducting user studies across physical products, digital apps, and service workflows.

SKILLS:

Industrial Design; Human-Centered Design; Ethnographic Methods; Heuristic Analysis; Customer Experience Research; Usability Testing; Design Thinking; User Experience (UX); User Experience (UX) Design
The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company’s sponsorship to continue to work legally in the United States.
Pay Range:$167,000 - $187,000
Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
Annual Incentive Reference Value Percentage:30
Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target

CUSTOMER AND EMPLOYEE EXPERIENCE SPECIALIST (50% OF ROLE)

• Consumer Journey Optimization: Collaborate with stakeholders to optimize consumer journeys across channels, including dine-in, drive-thru, delivery, and takeout experiences
• Employee Workflow Excellence: Advise restaurants on operational efficiency and outlet design, focusing on equipment placement, ergonomic workflows, and optimized layouts to enhance employee productivity.
• Cross-Channel Strategy: Align experience design across all channels, addressing unique challenges in physical layout and operational workflows.
• Experience Research Implementation: Utilize user research to provide actionable recommendations for improving consumer and customer experiences. Apply human-centered design principles to balance aesthetics, functionality, cost, and efficiency in industrial and interface solutions.

USER TESTING AND DESIGN EVALUATION (40% OF ROLE)

• Industrial Design and User Interface Testing: Conduct end-to-end research processes, including user recruitment, study design, moderation, data collection, analysis, and reporting. Evaluate the usability and impact of Coca-Cola equipment designs, such as dispensers and coolers, ensuring consumer and technician usability, brand alignment, and alignment with Jobs To Be Done. Test dispenser apps and screen designs with users to confirm ease of navigation, intuitive functionality, and overall satisfaction in selecting and customizing beverages.
• Technician Evaluation: Study how service technicians interact with equipment design to ensure troubleshooting and maintenance workflows are streamlined.
• Methodology Selection: Use a range of qualitative and quantitative research methods, including observation, usability testing, surveys, interviews, focus groups, formal and informal usability testing, competitive benchmarking, and ergonomic assessments. Apply high-fidelity and/or low-fidelity user testing, tailored to each situation and focusing on iterative improvement.
• Design Recommendations: Collect objective behavioral and subjective measures, translating research findings into actionable recommendations for equipment and interface design improvement.
• Design Thinking Facilitation: Lead workshops and structured sessions using design thinking principles to generate impactful solutions.
• Project Management: Design and manage testing plans and milestones, organize testing recruitment and protocols, creation of testing collateral, report on status and results.

INNOVATION AND CONTINUOUS IMPROVEMENT (10% OF ROLE)

• Design Thinking Facilitation: Lead design thinking workshops, fostering idea generation and problem-solving alongside interdisciplinary teams.
• Maintain expertise in the latest user experience tools, methodologies, and industry trends to apply innovative approaches to solutions.
• Develop and prototype user-centered design concepts ranging from low-fidelity (paper-based) to high-fidelity (digital and interactive).