Sr. Manager, Voice of Guest

Panera Bread•Newton, MA

1d•$155,476 - $217,667•Hybrid

About The Position

The Senior Manager Voice of Guest leads Panera’s guest listening strategy, managing the relationship with our vendor, overseeing the analysis. This role partners closely with Marketing, Operations, Culinary, Digital, Analytics, and Leadership to identify opportunities, improve guest satisfaction, and drive business growth through a guest-centric culture. Reporting to the Vice President, Consumer Insights.

Requirements

7-10+ years of experience in consumer insights, CX program management.
3 to 5+ years of people management
Strong analytical capabilities and experience leverage large datasets.
Expertise with VoG platforms (Qualtrics), survey tools, and dashboarding solutiosn.
Excellent communication, presentation, and stakeholder management skills.
Strong understanding of VoG platform (Qualtrics, Medallia, etc).
Exceptional storytelling, presentation, and communication skills.
Strong project management skills with the ability to manage multiple priorities in a fast-paced, highly collaborative environment.
Proven ability to build relationships and influence stakeholders across functions and organizational levels.
Proficiency with research, survey, and data visualization tools.
Experience with advanced analytics, text analytics, sentiment analysis.

Nice To Haves

Experience with Mastercard Test & Learn a plus.

Responsibilities

Develop and execute the Voice of Guest strategy and roadmap.
Manage guest feedback programs (e.g., CX surveys, Google Reviews).
Establish key customer experience metrics.
Analyze quantitative and qualitative feedback to identify trends, root causes, and improvement opportunities.
Create executive-level analysis highlighting key insights and business impacts.
Translate complex data into actionable recommendations.
Partner with Operations, Marketing, Analytics, Culinary, etc to drive improvements based on guest insights.
Lead cross-functional initiatives focused on enhancing guest satisfaction and loyalty.
Influence leadership to prioritize customer centric decisions
Oversee VoG technologies, surveys, and feedback management platforms
Ensure data quality.
Lead and develop a team of 2.
Foster a culture of continuous improvement and customer advocacy.
Coach team members on analytical methods, storytelling.