Sr. Analyst, Digital Voice of the Customer

KFC • Irvine, CA

8d • Hybrid

About The Position

The Digital Voice of the Customer (VOC) Sr. Analyst is responsible for proactively tracking, analyzing, managing, and actioning customer feedback across Taco Bell’s digital channels, both inside and outside the restaurant. This includes Ecomm/App experience, and may also intersect with Kiosk and Digital In-store experience. The role aims to drive meaningful improvements in connected digital experiences and foster a customer-centric culture. The analyst will lead the identification, analysis, and financial impact assessment of emerging issues using platforms, tools, and data to quantify impact on business outcomes and prioritize necessary changes. Insights will be translated into action through initiating research, driving tech intake, and creating tickets for feature improvements and enhancements. This role offers opportunities for growth into new digital territories and involves working closely with leadership to shape the future of Taco Bell’s digital customer experiences across channels, ensuring customer insights influence digital strategy and product roadmaps.

Requirements

• Bachelor’s degree with 5+ years relevant work experience in customer feedback management, digital & analytical support, or related fields.
• Proven experience with digital feedback analysis, identifying actionable insights, and creating systems for tracking and reporting digital issues across multiple channels.
• Strong leadership and communication skills, with the ability to influence decision-makers and collaborate across teams to drive customer-centric digital improvements.
• Excellent analytical and problem-solving skills, with the ability to quantify the financial and other impacts of customer feedback on business outcomes and prioritize issues accordingly.
• Proven project management skills, including the ability to manage multiple projects, coordinate cross functional efforts, and track progress on digital issue resolution.
• Strong sense of urgency, action and results oriented, takes initiative and ownership.
• Attention to detail, highly organized, ability to develop, recommend, and establish processes to improve ways of working.
• Passionate about customer experience and digital innovation & excellence.
• Customer experience (CX) management
• Digital troubleshooting and issue investigation
• Root cause analysis
• User journey analysis
• Data analysis and trend identification
• Stakeholder communication
• Cross-functional collaboration
• Problem-solving and critical thinking
• Reporting and presentation development
• Customer advocacy
• FullStory
• Mobile App Stores / AppBot
• Reddit and social listening platforms
• Loyalty and Rewards platforms
• Jira
• Confluence

Responsibilities

• Proactively monitor customer feedback across various digital channels to identify issues and trends before they are raised by customers.
• Utilize reporting tools such as FullStory, AppBot, Digital InBox/Mailbox, Amplitude to quantify the impact of Digital VOC issues to facilitate prioritization discussions with digital teams to ensure critical issues are addressed quickly.
• Initiate Jira Tickets / Digital Intake for new digital features, enhancements, fixes, etc.
• Develop and manage a tracking system for ongoing digital issues, including resolution status, action items, and timelines for fixes.
• Collaborate with leadership and cross functional teams (Customer Care, etc.), providing regular updates on customer-facing digital issues and recommending solutions to improve the customer experience.
• Create proactive reporting on trends and emerging issues, ensuring the team can address potential problems before they escalate.
• Participate in digital and technical roadmap planning, sharing customer feedback to inform future product updates and enhancements.

Benefits

• Hybrid work schedule and year-round flex day Friday (2-3 days in office)
• Onsite childcare through Bright Horizons
• Onsite dining center and game room (yes, there is a Taco Bell inside the building)
• Onsite dry cleaning, laundry services, carwash
• Onsite gym with fitness classes and personal trainer sessions
• Up to 4 weeks of vacation per year plus holidays and time off for volunteering
• Tuition reimbursement and education benefits
• Generous parental leave for all new parents and adoption assistance program
• 401(k) with a 6% matching contribution from Yum! Brands with immediate vesting
• Comprehensive medical & dental including prescription drug benefits and 100% preventive care
• Discounts, free food, swag

What This Job Offers

• Job Type: Full-time
• Career Level: Senior