Jack in the Box's Associate Experience Transformation

              — Rebecca Madrigal, Operations Services Manager, Jack in the Box

Associate experience highlights

Improving the associate experience was central to Jack in the Box's point-of-sale transformation, making sure team members could navigate orders with greater ease and confidence. The chain's success depended on empowering employees through:

• A more intuitive, seamless ordering process.
• Live order practice using headsets in real restaurant conditions.
• Implementing self-service kiosks that allow cashiers to evolve into digital champions.

How we made it happen

Jack in the Box needed a partner who could modernize its POS system across 2,200+ locations and do so in a way that supported and empowered associates, from onboarding to daily service.

To achieve this, WWT provided:

• A people-first rollout strategy that prioritized team member ease, speed and clarity at every step.
• Pre-launch training terminals two weeks early, giving crew members time to build confidence before go-live.
• Custom training resources designed to meet employees where they are.
• Direct collaboration with Jack's field leadership and franchisees to tailor support for every store environment.

Outcomes

• Rapid onboarding, even during peak staffing windows
• Clearer workflows and lower mental load for associates
• Team members are ready to lead, not just support
• Faster drive-thru times with improved order accuracy