Sr. Analyst, Digital Voice of the Customer
About The Position
The Digital Voice of the Customer (VOC) Sr. Analyst should be first and foremost passionate, curious, and relentless about the customer experience. You will be responsible for proactively tracking, analyzing, managing, and actioning (both reactive and proactive) on customer feedback across Taco Bell’s digital channels both outside and inside the restaurant – this includes Ecomm/App experience, and may also intersect with Kiosk and Digital In-store experience – to drive meaningful improvements in our connected digital experiences, fostering a customer-centric culture. You will lead the identification, analysis, and financial impact assessment of emerging issues using platforms, tools and data to quantify impact on business outcomes and subsequently prioritize necessary changes. You’ll then be turning insights into action thru kicking off additional research, driving tech intake / creating tickets for feature improvements, and enhancements, etc. This role offers exciting opportunities for growth into new digital territories, as you’ll work closely with leadership to shape the future of Taco Bell’s digital customer experiences across channels, ensuring that customer insights directly influence our digital strategy and product roadmaps.
Requirements
- Passionate, curious, and relentless about the customer experience.
Responsibilities
- Proactively tracking, analyzing, managing, and actioning on customer feedback across Taco Bell’s digital channels (Ecomm/App, Kiosk, Digital In-store).
- Driving meaningful improvements in connected digital experiences and fostering a customer-centric culture.
- Leading the identification, analysis, and financial impact assessment of emerging issues.
- Quantifying the impact of issues on business outcomes using platforms, tools, and data.
- Prioritizing necessary changes based on impact assessment.
- Turning insights into action by initiating additional research.
- Driving tech intake and creating tickets for feature improvements and enhancements.
- Working closely with leadership to shape the future of Taco Bell’s digital customer experiences.
- Ensuring customer insights directly influence digital strategy and product roadmaps.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
