Sr. Analyst, Guest Care, Popeyes

Restaurant Brands International•Miami, FL

12d•Onsite

About The Position

Restaurant Brands International Inc. (RBI) is a global leader in the quick-service restaurant industry, owning iconic brands like TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. RBI is dedicated to growing these brands through their core values and community support, while also focusing on sustainable outcomes through its Restaurant Brands for Good framework. The Sr. Analyst role supports the reporting, analytics, and operational insights for Guest Care and customer support programs specifically for Popeyes Louisiana Kitchen (PLK) in the US and Canada. This position is crucial for developing and maintaining reports that track guest satisfaction, ticket performance, remediation activities, and vendor operations. The Sr. Analyst will collaborate closely with the Guest Care Manager, Loyalty, Operations, and Data teams to ensure accurate reporting, identify operational trends, and facilitate data-driven decision-making. Success in this role requires strong SQL and analytical skills, meticulous attention to detail, and the ability to translate business needs into effective reporting solutions.

Requirements

2+ years of experience in analytics, reporting, customer operations, business intelligence, or related functions.
Bachelor’s degree is preferred in Analytics, Business, Information Systems, Statistics, Economics, or a related field.
Strong SQL skills, including joins, aggregations, conditional logic, CTEs, filtering, and date/time handling.
Understanding of customer experience metrics such as CSAT, CES, and operational support KPIs.
Strong analytical thinking and problem-solving abilities with high attention to detail.
Experience validating data accuracy and reconciling reporting discrepancies across systems.
Ability to communicate technical findings clearly to operational and business stakeholders.
Proficiency in Microsoft Excel and experience with dashboarding or BI reporting tools preferred.

Nice To Haves

Experience working with Zendesk or comparable customer support platforms preferred.
Experience within QSR, retail, hospitality, loyalty, e-commerce, or customer support environments preferred.

Responsibilities

Build and maintain dashboards and recurring reports that measure guest care performance, support operations, and customer experience across RBI brands.
Analyze guest feedback, satisfaction metrics (CSAT/CES), contact drivers, and operational trends to identify opportunities for improving the guest experience.
Develop and optimize SQL queries to connect customer support, loyalty, order, and operational data into actionable insights.
Ensure reporting accuracy by validating data, business rules, calculations, and metric definitions across multiple data sources.
Identify trends related to guest satisfaction, escalations, remediation, fraud, and operational performance, providing recommendations to improve business outcomes.
Partner cross-functionally with Guest Care, Loyalty, Operations, Product, Engineering, and Data teams to deliver reporting solutions and support strategic initiatives.
Present analytical findings and business insights to technical and non-technical stakeholders through dashboards, reports, and executive-ready presentations.
Support ad hoc analyses, business reviews, and operational deep dives to help drive data-informed decision making and continuous improvement.