Analyst, Voice of Guest, Burger King

Restaurant Brands International•Miami, FL

1d•Onsite

About The Position

The Analyst, Voice of Guest turns guest feedback into clear, actionable insights that improve the restaurant experience. The role connects signals across channels, strengthens data quality and taxonomy, and enables executive ready reporting that accelerates insight to action. Success requires an analytical mindset, strong ownership, and close partnership with Guest Care and cross functional teams. RBI follows a 5 day, in-office work schedule to support collaboration. Candidates should be comfortable working onsite 5 days per week out of our office in Miami, FL.

Requirements

2+ years of experience in analytics, insights, operations reporting, or customer/guest experience.
Bachelor’s degree or equivalent practical experience; concentration in analytics, business, economics, statistics, or similar is a plus.
Working knowledge of SQL for analysis and reporting; experience parsing semi structured data such as JSON.
Strong Excel/Google Sheets skills and experience building clear dashboards and recurring reporting.
Ability to synthesize complex information into simple, actionable insights for diverse audiences.
Experience with data visualization tools, including Tableau; Power BI, Looker, or similar tools.
Strong attention to detail and comfort working with imperfect data while improving data quality over time.

Nice To Haves

Experience with survey tools and VoC/VoG platforms (e.g., Momos or similar), social/reputation management tools, or case management platforms is preferred.
Experience in QSR, retail, hospitality, or franchised business models is preferred.

Responsibilities

Develop recurring Voice of Guest reporting (weekly/monthly/quarterly) including executive-ready narratives, key drivers, and recommended actions.
Analyze guest feedback and operational data across channels (surveys, reviews, social, voice, digital) to identify trends, outliers, and systemic issues.
Maintain and optimize guest surveys, including question design, sampling, and reporting alignment with Guest Insights, Marketing, Operations, and restaurant teams.
Support signal integrity by maintaining taxonomy/category accuracy, tagging standards, and basic data hygiene routines.
Build and maintain dashboards and scorecards that improve visibility and speed to action for RSC and field partners.
Partner with the Manager, Voice of Guest (and cross-functional teams) to translate insights into clear hypotheses, actions, and test-and-learn recommendations.
Monitor post-recovery outcomes (e.g., CSAT shifts, repeat contact indicators) to understand what’s working and where to improve.
Support readiness for future financial governance and defensible reporting (e.g., franchisee charging readiness) through consistent measurement definitions and documentation.
Respond to ad hoc insight requests with clear, concise storylines grounded in data.