Senior Analyst, Employee Experience

Chipotle • Columbus, OH

3d • $60,000 - $81,000

About The Position

CULTIVATE A BETTER WORLD Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone. THE OPPORTUNITY As the Senior Analyst, Guest & Employee Experience, you will serve as a subject matter expert (SME) of the Employee Center (ESC) operational processes, systems, training materials, and departmental expectations. In this role, you will collaborate with the Quality Assurance (QA) Analysts and Business Process Outsourcing (BPO) team to ensure agent comprehension by leveraging feedback to deliver targeted coaching for individuals. You will be responsible for creating, maintaining, and facilitating comprehensive training materials for both internal and external partners. Additionally, this position develops and maintains comprehensive reporting in CRM/excel to identify training & operational trends. WHAT YOU’LL DO Strong candidates are reliable self-starters - motivated by what they can achieve and how they will impact the company.

Requirements

• High school diploma or general education degree (GED) required.
• 5+ years’ experience in a fast-paced contact center atmosphere.
• 3-5 years’ experience in a training or learning and development role preferred.
• 3-5 years’ experience working with outsourced BPO or agency partners preferred.
• Customer focused problem solving through critical thinking, sound judgement and decision making for issue resolution in high stakes situations.
• Demonstrated ability to lead through change.
• Demonstrated ability to be self-starting, proactively raising visibility and solutioning to training and process improvement opportunities.
• Demonstrated ability to leverage internal knowledge and business acumen to drive positive and productive outcomes.
• Communication competence with ability to understand, interpret then accurately respond to varied inquiries both repetitive and complex in nature.
• Proficient with MS Office - Excel, Word, PowerPoint, & Outlook.

Nice To Haves

• Associate degree from 2-year college or bachelor’s degree (BA/BS) from 4-year College or University preferred.

Responsibilities

• Serve as the SME of ESC operational processes, systems, training materials, and department expectations.
• Create and maintain all forms of ESC training materials while also facilitating all required training sessions for our internal staff and our BPO.
• Ensure training material format is productive, clear, and efficient; training material formats will include longform and shortform written content, knowledge-based articles, video tutorials, snippets and knowledge checks.
• Serve as a mentor and first point of contact to the coordinator and the BPO teams, providing coaching, feedback and guidance on cases and training materials as needed.
• Serve as a champion for change for departmental projects, speaking and leading to influence enterprise projects for the ESC.
• Develop and maintain reporting and dashboards with CRM and Microsoft Excel.
• Analyze reporting data to identify opportunities for procedural improvements that enhance the employee experience.

Benefits

• Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees