Manager, Guest Analytics, Popeyes

About the role

The Manager, Guest Analytics role is part of the Analytics team at Restaurant Brands International Inc., which owns four iconic quick service restaurant brands: TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. This role is responsible for developing a unified view of the Popeyes guest experience and analytics.

Responsibilities

• Design the end-to-end Voice of the Guest measurement framework — spanning CSAT/NPS surveys, Google and third-party review platforms, and contact center feedback.
• Establish consistent KPIs and reporting cadences (weekly, monthly, quarterly) that track guest satisfaction across channels and market segments.
• Identify gaps in current listening coverage and recommend new data sources or methodologies to close them.
• Led sentiment and text analytics across unstructured guest data — contact center transcripts, open-ended survey responses, and review text — to surface root causes of dissatisfaction.
• Deliver guest satisfaction readouts for all major product launches, menu tests, and operational pilots, partnering with the relevant test teams from design through post-launch.
• Build and maintain dashboards and automated reports in Tableau or equivalent platforms; work with data engineering on underlying data infrastructure as needed.
• Support the transition to a new guest care platform, ensuring data capture standards, tagging taxonomies, and escalation workflows are integrated with the broader guest analytics stack.
• Develop recurring reporting on contact center volume, issue drivers, and resolution quality to inform both operational and product priorities.
• Provide sentiment and text analysis across unstructured guest data to uncover root causes of dissatisfaction.
• Partner with marketing, digital, and operations teams to create narratives that influence product and service improvements.
• Present findings to cross-functional leaders and senior executives in clear, compelling formats — translating data into stories that inspire action, not just awareness.
• Serve as the internal expert on guest sentiment methodology and best practices, educating partners on how to interpret and act on guest data.

Requirements

• 4+ years in customer insights, VOC programs, or guest experience roles.
• Bachelor’s or Master’s degree in Business Analytics, Data Science, Statistics, Operations Research, or a related field.
• Proficiency in SQL and Snowflake for querying large operational datasets, building data pulls independently, and partnering with data engineering on pipeline and schema needs.
• Experience building and maintaining dashboards in Tableau or Power BI, including the ability to design executive-ready visualizations and self-serve reporting tools for cross-functional stakeholders.
• Experience with sentiment analysis tools and VOG platforms.
• Background in hospitality, retail, or QSR industries preferred.
• Strong data storytelling skills with demonstrated experience presenting insights to senior, non-technical audiences.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Experience with data visualization tools such as Tableau or Power BI.
• Knowledge of hospitality, retail, or QSR industries is beneficial.

Skills

• Data analysis and interpretation.
• SQL and data warehousing.
• Tableau or similar data visualization tools.
• Sentiment analysis and text mining.
• Project management and stakeholder engagement.

Benefits

RBI offers unique and progressive benefits, including a comprehensive global paid parental leave program, free telemedicine and mental wellness support, and more. RBI is an equal opportunity and affirmative action employer.