Sr Analyst, Voice of Guest Insights

Panera Bread; Boston (MA); On-site; USD 104,942 - 125,930; Full time

Job summary

A leading fast-casual restaurant chain in Boston seeks a skilled analyst to drive guest experience improvements. The successful candidate will analyze feedback, develop reports, and collaborate across departments to enhance satisfaction metrics. Requirements include a bachelor’s degree, 4-5 years in customer experience or analytics, and proficiency with tools like Excel and PowerBI. Offering competitive pay between $104,942 and $125,930 annually, based on experience and location.

Qualifications

• 4-5 years of experience in customer experience, operations support, or analytics role.
• Experience with Voice of Guest programs and tools.
• Strong analytical and strategic problem-solving skills.

Responsibilities

• Gather and analyze guest feedback to identify trends.
• Develop dashboards communicating guest insights.
• Collaborate with teams to address guest pain points.

Skills

Customer experience analysis

Data analytics

Problem-solving

Communication skills

Collaboration

Education

Bachelor’s degree in Business, Operations Management, or related field

Tools

Excel

PowerBI

Tableau

Medallia

Qualtrics

Job description

Primary Responsibilities

• Voice of Guest Analysis:
• Gather and analyze guest feedback from multiple sources (e.g., surveys, contact center data, online reviews) to identify trends, issues, and opportunities.
• Develop and maintain dashboards and reports that communicate key guest insights, operational performance, and satisfaction metrics to leadership and operational teams.
• Cross-Functional Collaboration:
• Partner with Operations and Guest Services teams to address critical guest pain points and recommend actionable solutions that drive guest satisfaction and operational efficiency.
• Collaborate with IT and data science teams to ensure seamless integration of VoG tools and technologies.
• Work with Marketing to assess the impact of promotional campaigns on guest sentiment and experience.
• Data-Driven Decision Making:
• Use advanced data analytics techniques to uncover insights that support data-driven decision-making at the corporate and store level.
• Identify root causes of recurring guest feedback themes and recommend operational or strategic changes.
• Partner with Operations to implement solutions that improve the guest experience, track the success of these initiatives, and make data-backed recommendations for continuous improvement.
• Contribute to initiatives aimed at enhancing guest engagement, loyalty, and overall satisfaction.
• Reporting & Presentations:
• Present findings and recommendations to leadership, highlighting guest feedback trends, operational impact, and opportunities for improvement.
• Produce monthly and quarterly VoG reports to guide operational and strategic decisions.

Qualifications (Education & Experience)

• Bachelor’s degree in Business, Operations Management, Data Analytics, or a related field.
• 4-5 years of experience in a customer experience, operations support, or analytics role, preferably in the retail, food service, or hospitality industries.
• Experience with VoG or Voice of Customer (VoC) programs and tools (e.g., Medallia, Qualtrics, InMoment).
• Proficiency with analysis tools including Excel, PowerBI, OBIEE, Tableau, Medallia, Qualtrics, or similar
• Strong strategic, analytical, and problem-solving skills
• Ability to understand Panera’s business model through metrics and analysis that drive insights and actions
• Understanding of survey capabilities and experience with measures of guest satisfaction
• Effective style of presenting solutions to senior executives and staff at varying levels across the organization
• Strong analytical skills and experience using tools like Excel, Tableau, Power BI, or SQL for data analysis and reporting.
• Excellent communication skills, with the ability to present complex data in a clear and actionable manner to cross-functional teams and leadership.
• A collaborative mindset, with the ability to work effectively in a fast-paced, team-oriented environment.
• Detail-oriented, with the ability to manage multiple projects and deadlines.

Working Conditions

• Required travel – N/A

Physical Requirements

• While performing this job, the incumbent is regularly required to stand, sit, talk hear & use hands and fingers to operate keyboards

Direct Reports

• N/A

Competitive Pay $104,942 to $125,930 annually.

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.