Lead Business Analyst, Customer Technology Solutions


In this role, the Lead Business Analyst will serve as a Convenience Concepts Lead and is a member of the Customer Technology Solutions (CTS) team within the Digital Transformation and Technology department. This position will serve a key role in the creation/execution of cross-functional systems in support of new and existing Chick-fil-A concepts beyond our traditional restaurants and how those concepts integrate into our existing business at large. These concepts include our catering, commissary, and single-meal delivery-focused restaurants as well as our partner-built 'dark' kitchens. This role will partner closely with the Beyond the Restaurant and Customer Digital Experience groups in Marketing while also collaborating heavily across teams in IT t o launch solutions that will help validate and scale delivery systems in an increasingly complex and integrated market ecosystem.

This role is responsible for creating technology solutions that enable the next wave of Chick-fil-A business innovations. Successful execution will result in scalable and integrated infrastructure for Chick-fil-A, providing Operators with new entrepreneurial opportunities, customers with remarkable experiences, and the business with new avenues for future growth in the on-demand economy.


  • Work closely with Beyond the Restaurant stakeholders to understand critical business objectives as part of the ecosystem's overall purpose and roadmap
  • Work closely with the Customer Digital and Beyond the Restaurant groups to define, design, and accommodate new concepts into existing business processes and platforms such as our Spotlight CRM, the Chick-fil-A One Mobile App, and our customer-facing website, chick-fil-a.com
  • Co-design solutions with Back-office, IoT, Network, POS, Tax and Treasury teams to ensure seamless end-to-end integrations of new systems and business models to support new concepts
  • Collaborate with other Business Analysts and cross-functional leads to explore existing concepts to deliver improvements for future prototype builds
  • Set work direction and engage in feature planning and prioritizing; translate business requirements into user stories and acceptance criteria for various development teams to execute against
  • Leverage influence to drive work among disparate teams with competing priorities
  • Manages budget requirements for achieving outcomes within the scope of work

Minimum Qualifications

  • Minimum 6 years working in a professional environment
  • Passion for creating best-in-class customer and restaurant experiences
  • 1-year Project Management experience
  • Demonstration of versatile learning with a bias for continuous improvement
  • Creative thinker with high change tolerance and an innovation mindset
  • Results-driven with the ability to work under pressure; navigate through ambiguity, and balance multiple priorities
  • Demonstration of leadership and strong collaboration at all levels
  • Excellent personal and relational intelligence
  • Excellent written and verbal communication skills; ability to influence engineers, project managers, corporate leadership, and partners.
  • Excellent organizational skills with a display of outstanding attention to detail

Preferred Qualifications

  • 3 or more years of digital business experience required, preferably in marketing, analytics, and/or technology
  • Agile Product Management experience, preferably on customer-facing products working within agile development teams
  • Experience with technical systems, data structures, and languages
  • Certified Scrum Master
  • Quick Service Team Member Experience
  • 7-10 years of professional experience

Minimum Years of Experience


Travel Requirements


Required Level of Education

Bachelor's Degree


Technical field of Study

Minimum GPA (4.0 Scale)


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