Sr. Analyst, Voice of Guest Insights

Job description

Sr. Analyst, Voice of Guest Insights Position Overview The Senior Analyst, Voice of Guest, is responsible for supporting Panera’s guest feedback programs, including survey administration, vendor coordination, reporting, and analysis. Working closely with cross-functional partners, this role helps translate guest feedback into actionable insights that improve the guest experience and inform business decisions. Reporting to the Senior Manager, Voice of Guest. Location: Newton, MA (hybrid) The primary responsibilities of this job include, but are not limited to: 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. Continuous Improvement Initiatives : 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. 3-5 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. Performance & Success Criteria Success in this role will be measured by: Consistently delivering accurate, timely, and actionable reporting and analysis. Providing insights that influence business decisions and improve the guest experience. Maintaining high-quality execution of Voice of Guest programs and reporting processes. Supporting improvements in key guest experience metrics, including satisfaction and loyalty measures. Building strong partnerships with cross-functional stakeholders and serving as a trusted source of customer insights. Effectively identifying trends, root causes, and opportunities that lead to measurable business and guest experience improvements. Direct Reports N/A Equal Opportunity Employer: Disabled/Veterans Competitive Pay $104,941 - $146,918 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. Newton Support Center