Manager, Voice of Guest, Popeyes
About the role
The Manager, Voice of the Guest & Contact Center Insights 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 focuses on developing a unified view of guest sentiment across various channels and market segments.
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.
Develop and maintain an 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 work collaboratively with cross-functional teams.
Experience with hospitality, retail, or QSR industries is preferred.
Skills
Customer insights and VOC programs.
Data analysis and interpretation.
Sentiment analysis and text mining.
Tableau or Power BI dashboard creation.
Collaboration and teamwork.
Benefits
Comprehensive global paid parental leave program.
Free telemedicine and mental wellness support.
Pay
$80,000 - $100,000 annually.
Schedule
5-day, in-office work schedule to support collaboration.