Guest Insights Strategy Lead

Panera Bread

Newton (MA)

Hybrid

USD 105,000 - 147,000

Full time

5 days ago

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Benefits offered by this job

Hybrid work model

Competitive pay

Job summary

Panera Bread is seeking a Senior Analyst, Voice of Guest, to support guest feedback programs by administering surveys, coordinating with vendors, and delivering actionable insights. You will translate feedback into improvements influencing business decisions, reporting to the Senior Manager, Voice of Guest, in a hybrid Newton, MA role.

You will develop dashboards, partner with Operations, IT, and Marketing, and present insights to leadership.

Qualifications

3–5 years in customer experience, operations support, or analytics.
Experience with VoG/VoC programs and tools (Medallia, Qualtrics, InMoment).
Proficiency with analysis tools including Excel, PowerBI, OBIEE, Tableau, Medallia, Qualtrics.
Strong analytical, strategic, and problem-solving skills.
Ability to present insights to senior leadership and staff.

Responsibilities

Voice of Guest analysis from surveys, contact center data, and reviews to identify trends.
Develop and maintain dashboards and reports communicating guest insights and metrics.
Partner with Operations and Guest Services to address pain points and drive satisfaction.
Collaborate with IT and data science to integrate VoG tools and technologies.
Work with Marketing to assess impact of promotions on guest sentiment.
Use advanced analytics to support data-driven decisions at corporate/store levels.
Identify root causes and recommend changes; track outcomes and improvements.
Present findings to leadership and produce monthly/quarterly VoG reports.