Matt Navarro

About Matt Navarro

As the Digital Experience Manager at Jack in the Box, I lead strategic initiatives to elevate the guest experience across delivery, self-service kiosks, and in-store loyalty programs. With a background spanning digital transformation, operations, and program management, I specialize in optimizing processes, driving innovation, and delivering measurable business impact.Key Focus Areas: Digital Launch Optimization – Overseeing first- and third-party digital launches by refining processes, standardizing documentation, and transitioning first-party launch workflows to a third-party partner, ensuring efficiency and scalability. Self-Service Kiosk Expansion – Spearheading the strategy, planning, and execution of a self-service kiosk pilot, with an eye on network-wide expansion. This initiative enhances average order value (AOV), operational efficiency, labor savings, and customer convenience. In-Store Loyalty Strategy – Leading the planning and execution of Jack in the Box\'s first ever in-store loyalty pilot aimed at increasing customer frequency, spend, and personalization.With 15+ years of experience in digital experience, program management, and customer engagement, I have a proven track record of implementing high-impact digital solutions. My expertise spans business operations, vendor and partner management, process optimization, and cross-functional leadership.I am passionate about leveraging data-driven insights and cross-functional collaboration to scale digital solutions that enhance both guest satisfaction and business performance.Let’s connect and talk about digital innovation, scaling operations, and restaurant technology trends!

Experience

1. Digital Experience Manager

   Jack in the Box

   Jun 2024 — Present · US

   Lead digital experience strategy and execution across first-party ordering, third-party delivery, self-service kiosks, and loyalty. Partner with Product, Marketing, Operations, IT/Platforms, Analytics, and external vendors to launch and scale initiatives that improve guest conversion and satisfaction while advancing operational efficiency and revenue growth.Digital Launch Optimization (1P + 3P): Standardized the digital launch lifecycle with clear governance, documentation, and operating rhythm tied to physical store readiness; transitioned first-party launch procedures to a third-party partner to improve consistency and scalability.Self-Service Kiosk Program (Pilot + Scale): Scoped, planned, and launched a self-service kiosk pilot and expansion roadmap, owning delivery from requirements through rollout and ongoing optimization to drive adoption, AOV lift, and operational performance.Kiosk Experience Optimization: Leading enhancements to improve usability and conversion, including payment flow improvements, a more streamlined guest experience, ADA compliance updates, and expanded upsell capabilities to increase attach rate and basket size.In-Store Loyalty Pilot: Leading strategy and implementation of an in-store loyalty pilot, including kiosk-enabled sign-in and in-store activation, designed to increase frequency, spend, and personalization.Digital Scale Pilot: Kicking off a smart scale pilot to improve operational accuracy and reduce guest friction; defining pilot requirements, site readiness needs, cross-functional ownership, and success metrics to evaluate impact and scaling potential.

Education

• Northwest Vista College

  Associate of Arts and Sciences - AAS, Physical Sciences

• University of the Incarnate Word

  Bachelor of Science - BS, Business Administration and Management, General