Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Nigel Henry

Plano

Summary

Strategic and visionary global operations executive with 20+ years of leadership experience driving operational innovation, customer experience transformation, and food safety excellence across QSR, retail, and manufacturing sectors. Proven track record of scaling operational systems, integrating emerging technologies, and strengthening franchisee relationships to optimize restaurant economics and guest satisfaction. Adept at leading large-scale cross-functional initiatives, shaping global strategy, and building high-performing teams. A dynamic collaborator and decisive owner, known for translating complexity into executional clarity and tangible outcomes.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Global Director of Operations (Promoted)

Yum! Brands – Global Operations
02.2022 - Current
  • Spearhead Yum’s global operations systems strategy, advancing compliance, audit, food safety, guest experience, and restaurant technology programs across KFC, Pizza Hut, Taco Bell, and Habit Burger.
  • Led Yum Operations Excellence strategy, articulating bands operational purpose along with supporting initiatives.
  • Serve as the operational voice in tech development, identifying priority pain points and co-designing innovative solutions.
  • Lead Global Ops Council of brand COOs to drive collaboration and system adoption of critical initiatives.
  • Elevated operator capability through global learning frameworks and development journeys.
  • Delivered $5M in audit savings and led global CX vendor transition to support brand revitalization efforts.
  • Delivered $7M in Customer recovery Program savings to support the elevation of customer experience results.

Director of Product, Restaurant Excellence (Promoted)

Pizza Hut US – Operations Product Leadership
11.2020 - 02.2022
  • Launched and led a new product model organization uniting technology, operations, and strategy to enhance restaurant experience and reduce friction for team members.
  • Directed product roadmap and execution for POS, kitchen production systems, and delivery solutions.
  • Piloted and rolled out operational tech innovations with a focus on margin, labor optimization, and executional simplicity.
  • Created unified restaurant technology vision adopted across all US restaurants.

Director, Customer Experience and Compliance (Promoted)

Pizza Hut US – Customer Experience & Compliance
09.2017 - 11.2020
  • Transformed customer and team member experience across 7,000 units, introducing proactive recovery models and launching Medallia-based VOC platform.
  • Directed compliance audit frameworks, food safety protocols, and governance practices across the US system.
  • Partnered with franchisees to implement a real-time brand performance dashboard and compliance rankings.
  • Drove significant survey volume growth and executed seamless third-party compliance partnership integration.

Senior Manager, Restaurant Excellence

Pizza Hut Canada
03.2014 - 09.2017
  • Advanced operational strategy and franchisee capability via national customer experience board and roadmap.
  • Led quality assurance and food safety transformation for Canada, resulting in 100% supplier compliance and a 50% reduction in food safety deductions.
  • Developed cross-functional action loops from insights to execution with measurable impact on satisfaction and loyalty.

Senior Compliance Manager

Yum! Brands Canada
02.2013 - 03.2014
  • Managed supplier compliance, crisis management, and recall readiness for KFC, Pizza Hut, and Taco Bell.
  • Introduced produce testing programs and led through multiple recalls with zero brand compromise.

Technical Manager

Premier Foods (UK)
04.2011 - 12.2012
  • Directed site food safety strategy, internal audits, and BRC compliance for Hovis bakery operations.
  • Reduced complaints by 40% and transitioned site to pest-free status through hygiene redesign.

Six Sigma Black Belt & PMO Lead

Maple Leaf Foods (UK)
06.2008 - 04.2011
  • Led multiple productivity and quality projects, saving £500k+ and embedding continuous improvement culture.
  • Developed food safety dashboards, crisis readiness programs, and Six Sigma coaching frameworks.

Education

MSc - Food Safety & Control (Distinction)

South Bank University

BSc - Biology

Andrews University

Skills

  • Restaurant Innovation & Technology Integration
  • Customer & Team Member Experience Design
  • Franchise and Field Operations Partnership
  • Operational Strategy & Execution
  • Food Safety & Brand Protection
  • Cross-Functional Leadership & Team Development
  • Compliance, Governance & Quality Systems
  • Labor Models & Economic Performance Optimization

Certification

  • Six Sigma Black Belt | HACCP Advanced | BRC Internal Auditor
  • Leadership Accelerator | Heart Styles | Global Ops Leadership Program
  • Project Management (PROMPT) | Public Health & Pest Management Certification

Affiliations

  • Public Speaker: Customer Experience & Operational Innovation
  • Community Youth Development & Mentorship
  • Member, Institute of Food Science & Technology

Timeline

Global Director of Operations (Promoted)

Yum! Brands – Global Operations
02.2022 - Current

Director of Product, Restaurant Excellence (Promoted)

Pizza Hut US – Operations Product Leadership
11.2020 - 02.2022

Director, Customer Experience and Compliance (Promoted)

Pizza Hut US – Customer Experience & Compliance
09.2017 - 11.2020

Senior Manager, Restaurant Excellence

Pizza Hut Canada
03.2014 - 09.2017

Senior Compliance Manager

Yum! Brands Canada
02.2013 - 03.2014

Technical Manager

Premier Foods (UK)
04.2011 - 12.2012

Six Sigma Black Belt & PMO Lead

Maple Leaf Foods (UK)
06.2008 - 04.2011

BSc - Biology

Andrews University

MSc - Food Safety & Control (Distinction)

South Bank University

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