Sr. Analyst, Voice of Guest Insights

Panera Bread•Newton, MA

3d•$104,941 - $146,918•Hybrid

About The Position

The Senior Analyst, Voice of Guest, is responsible for supporting Panera’s guest feedback programs, including survey administration, vendor coordination, reporting, and analysis. Working closely with cross-functional partners, this role helps translate guest feedback into actionable insights that improve the guest experience and inform business decisions. Reporting to the Senior Manager, Voice of Guest.

Requirements

Bachelor’s degree in Business, Operations Management, Data Analytics, or a related field.
3-5 years of experience in a customer experience, operations support, or analytics role, preferably in the retail, food service, or hospitality industries.
Experience with VoG or Voice of Customer (VoC) programs and tools (e.g., Medallia, Qualtrics, InMoment).
Proficiency with analysis tools including Excel, PowerBI, OBIEE, Tableau, Medallia, Qualtrics, or similar
Strong strategic, analytical, and problem-solving skills
Ability to understand Panera’s business model through metrics and analysis that drive insights and actions
Understanding of survey capabilities and experience with measures of guest satisfaction
Effective style of presenting solutions to senior executives and staff at varying levels across the organization
Strong analytical skills and experience using tools like Excel, Tableau, Power BI, or SQL for data analysis and reporting.
Excellent communication skills, with the ability to present complex data in a clear and actionable manner to cross-functional teams and leadership.
A collaborative mindset, with the ability to work effectively in a fast-paced, team-oriented environment.
Detail-oriented, with the ability to manage multiple projects and deadlines.

Responsibilities

Gather and analyze guest feedback from multiple sources (e.g., surveys, contact center data, online reviews) to identify trends, issues, and opportunities.
Develop and maintain dashboards and reports that communicate key guest insights, operational performance, and satisfaction metrics to leadership and operational teams.
Partner with Operations and Guest Services teams to address critical guest pain points and recommend actionable solutions that drive guest satisfaction and operational efficiency.
Collaborate with IT and data science teams to ensure seamless integration of VoG tools and technologies.
Work with Marketing to assess the impact of promotional campaigns on guest sentiment and experience.
Use advanced data analytics techniques to uncover insights that support data-driven decision-making at the corporate and store level.
Identify root causes of recurring guest feedback themes and recommend operational or strategic changes.
Partner with Operations to implement solutions that improve the guest experience, track the success of these initiatives, and make data-backed recommendations for continuous improvement.
Contribute to initiatives aimed at enhancing guest engagement, loyalty, and overall satisfaction.
Present findings and recommendations to leadership, highlighting guest feedback trends, operational impact, and opportunities for improvement.
Produce monthly and quarterly VoG reports to guide operational and strategic decisions.