KFC UK & Ireland

Jatin Chandwani is a visionary technology executive and Chief Technology Officer of KFC UK & Ireland, renowned for driving digital transformation, innovation and operational agility. With a diverse background across industries like travel, media and telecom, he consistently delivers impactful business outcomes through strategic technology initiatives.

In the age of ground-breaking technological transformations, harnessing its intelligence is important to think out of the box. Integrating digital systems into our lifestyle is inevitable, so why not experience its lucrativeness? Chandwani navigates similar questions in this article, inspiring decision-makers striving to offer excellence through technology.  

Digitalising F&B

I fell in love with technology at a young age, tinkering with computers and writing my first code at a summer camp. That early curiosity led me to pursue a degree in computer science, fueling my desire to turn ideas into impactful digital solutions. My career began in consultancy, followed by a start-up where I learned the importance of agility, resilience, and innovation in building products from the ground up. This opportunity transitioned me to another consulting firm, where I played a pivotal role in the digital transformation of various areas, including architecture, business analysis, business intelligence (BI) reporting, infrastructure and e-commerce.

Throughout my career, I’ve worked across diverse industry verticals, including travel, hospitality, and gaming. I humorously recall that I had to learn the nuances of gambling at the company’s expense while driving eCommerce and trading transformation for a betting and gaming company. My upskilling directed me toward eCommerce transformation projects for a major airline, where I significantly contributed to their digital strategy.

These transformative experiences eventually led me to TUI, a renowned travel company known for its strong technological foundations. As the chief architect, I was responsible for strategising the digital transformation of the organisation, delivering a common platform for the entire business across multiple countries.

My journey continued in the cruise sector, making a unique shift from airlines and hotels to cruise holidays. During this time, I had the opportunity not only to drive digital transformation but also to witness how new ships are built, as I was involved in the construction of one of our latest ships. When the onset of COVID-19 forced the business to halt operations, it opened up an opportunity to focus on onboard transformation. Around this period, I received an unexpected opportunity when KFC approached me. Initially sceptical about how technology would integrate with a quick-service restaurant brand, I recognised the vast potential for business transformation. I still distinctly remember one moment when the power of an accurate cook schedule clicked for me during a busy shift during my restaurant training. Since then, I’ve been cooking up technology with chicken!

Cooking Up Change

At KFC, I am deeply engaged in addressing the dual challenges of sustainability and evolving customer expectations. The company is actively integrating digital solutions to streamline operations across marketing and logistics. By leveraging AI, KFC aims to fuel growth while enhancing customer experiences. Implementing advanced forecasting models helps manage rising costs, enabling better sales predictions, inventory management, and scheduling.

For instance, while KFC’s cooking cycle for fresh chicken takes about 15 minutes, customer expectations demand that food be handed over within 5 minutes. To optimise response times, my team has focused on ensuring the accuracy of forecasting models to help restaurant teams consistently deliver an excellent customer experience. We have also invested in robotics and kitchen automation to simplify tasks, enhance employee experiences, and improve operational efficiency.

A New Era of Fast Food

KFC operates over 1,000 restaurants, with 263 company-owned and the rest franchised. Initially, the digital presence was minimal, but it has dramatically increased, with digital channels now accounting for over 65% of sales. By boosting digital touchpoints, we’ve observed that customers enjoy a more relaxed experience through digital channels, eliminating the stress of long queues and offering personalised assistance.

Our shift to digital has supercharged order placements and sales velocity, as the implementation of digital channels allows for multiple order placements simultaneously. Our teams are focused on driving operational efficiency to leverage the benefits of KFC’s expanding digital footprint. This has led to a new operating model for peaker peaks during peak hours. Looking ahead, we are prioritising the personalisation of digital experiences and scaling the digital-only restaurant concept while supporting customers who prefer traditional service through lobby hosts and drive-throughs. By offering personalisation, we aim to help customers spend less time deciding what to order and more time enjoying the food we make and the experience we provide.

Behind the Scenes

In our pursuit of becoming a fully digital business, KFC remains committed to tangible responsibilities alongside our technological innovations. One of the most significant areas we've focused on is waste management. By leveraging AI, we’ve optimised our waste reduction processes, and the data-driven decisions that we’ve implemented have allowed us to predict accurate sales on an hourly—and even 15-minute—basis. This precision has improved our supply chain management and minimised overall waste, leading to more efficient operations.

Our dedication to reducing waste extends beyond our restaurants. Since November 2021, KFC has partnered with the FareShare charity on a nationwide food redistribution programme, redistributing over 500,000 meals and supporting a network of over 2,000 charities and community groups.

We have embraced the Kaizen philosophy, which aligns with our commitment to continuous improvement. By breaking down silos and organising cross-functional teams into value streams, we empower our squads to enhance product quality and deliver results with minimal dependencies. Quarterly performance reviews further bolster team morale and foster a culture of innovation, ensuring that fresh ideas continue to drive our progress.

Future-Proofing with Data and Innovation

I advocate for a data-driven approach to decision-making and innovation, which will enhance AI integration and targeted problem-solving. Building cross-functional teams that align on strategic goals is key to breaking down silos and driving collaborative success. To maintain agility in a rapidly evolving environment, I encourage experimenting with new technologies, including AI automation, robotics and computer vision.

As we continue to innovate, my vision for KFC extends beyond technology. I believe the future of quick-service restaurants lies in our ability to balance cutting-edge digital tools with sustainable practices, creating a model where convenience, efficiency, and responsibility go hand in hand.