Sr. Manager, Analytics, Voice of the Customer
The role of the Sr Manager, Analytics, Voice of The Customer is to support Panera's virtuous listening program that aggregates feedback from multiple different sources for a holistic understanding of what guests are saying about their recent experiences. This role will be responsible for gathering, synthesizing, analyzing and interpreting multiple customer data sources, including structured feedback scores and unstructured text responses in order to elevate the most material insights, and drive action throughout the organization to improve Guest experience. Working closely with the Insights team, this role will also build out and conduct ongoing analytics that links feedback and closed loop recovery to actual guest behavior. Additionally, this role will manage a small technical and analytics coordination team accountable for performance forecasting, technical liaison, and platform administration.
This position will be based out of our Laumeier Support Center located in St. Louis, MO.
Synthesize all feedback sources (structured & text responses) and elevate most material insights for action.
Link feedback and recovery scores (guest determined) to actual guest behavior
Determine link (preferably causality) between internal and external last visit satisfaction surveys
Consult and collaborate with key stakeholder groups to answer critical customer and business questions, including working closely with the key business units: Insights, Operations, Digital Experience, Guest Care, Channel Growth, Marketing
Forecasting for performance
Guest Care: call and email volumes
Feedback scores – once we establish learning loop
Main liaison with IT on vendor and survey protocols
Manage the cloud based IVR System call flows and report on related activity
Contribute to Most Guest Responsive strategy
5+ years of experience working with customer and/or transactional data.
Proficient writing freehand SQL code
Experience with BI tools like Oracle Business Intelligence and Power BI
Experience or familiarity with data analysis tools such as Python, SAS, SPSS, Tableau, R preferred
Ability to understand business objectives and requirements, organize and interpret analysis results, and deliver insights and recommendations
Experience in forecasting
Excellent story telling skills, and ability to influence throughout the organization
Strong empathy for the guests, customer centric mindset.
Highly motivated with a drive to succeed and the ability to perform well under pressure.
Strong project management skills with an ability to juggle several projects at once
Ability to work effectively with technical and business teams across the organization.
Excellent communication (written & verbal) and presentation skills; including ability to communicate effectively with cafe operators and leadership.
Demonstrated experience working with Microsoft Word, Excel, and Outlook.
Demonstrated understanding and experience with technology in a retail environment, helpful.
Bachelor's Degree in Information Technology, Mathematics, Statistics, or related data/analytical fields
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