Sr. Analyst, Digital Voice of the Customer

About the job

The Digital Voice of the Customer (VOC) Sr. Analyst should be passionate about the customer experience. They will be responsible for monitoring, analyzing, and managing customer feedback across Taco Bell's digital channels, driving improvements in connected digital experiences, and fostering a customer-centric culture.

Responsibilities

• Proactively monitor customer feedback across various digital channels to identify issues and trends
• Utilize reporting tools such as FullStory, AppBot, Digital InBox/Mailbox, Amplitude to quantify the impact of Digital VOC issues
• Initiate Jira Tickets / Digital Intake for new digital features, enhancements, fixes, etc.
• Develop and manage a tracking system for ongoing digital issues, including resolution status, action items, and timelines for fixes
• Collaborate with leadership and cross-functional teams to provide regular updates on customer-facing digital issues and recommend solutions to improve the customer experience
• Create proactive reporting on trends and emerging issues, ensuring the team can address potential problems before they escalate
• Participate in digital and technical roadmap planning, sharing customer feedback to inform future product updates and enhancements

Requirements

• Bachelor’s degree with 5+ years relevant work experience in customer feedback management, digital & analytical support, or related fields
• Proven experience with digital feedback analysis, identifying actionable insights, and creating systems for tracking and reporting digital issues across multiple channels
• Strong leadership and communication skills, with the ability to influence decision-makers and collaborate across teams to drive customer-centric digital improvements
• Excellent analytical and problem-solving skills, with the ability to quantify the financial and other impacts of customer feedback on business outcomes and prioritize issues accordingly
• Proven project management skills, including the ability to manage multiple projects, coordinate cross-functional efforts, and track progress on digital issue resolution
• Strong sense of urgency, action-oriented, takes initiative and ownership
• Attention to detail, highly organized, ability to develop, recommend, and establish processes to improve ways of working
• Passionate about customer experience and digital innovation & excellence

Qualifications

• Customer experience (CX) management
• Digital troubleshooting and issue investigation
• Root cause analysis
• User journey analysis
• Data analysis and trend identification
• Stakeholder communication
• Cross-functional collaboration
• Problem-solving and critical thinking
• Reporting and presentation development
• Customer advocacy
• Technology Proficiencies Needed
• FullStory
• Mobility App Stores / AppBot
• Reddit and social listening platforms
• Loyalty and Rewards platforms
• Jira
• Confluence

Skills

• Customer experience (CX) management
• Digital troubleshooting and issue investigation
• Root cause analysis
• User journey analysis
• Data analysis and trend identification
• Stakeholder communication
• Cross-functional collaboration
• Problem-solving and critical thinking
• Reporting and presentation development
• Customer advocacy
• Technology Proficiencies Needed
• FullStory
• Mobility App Stores / AppBot
• Reddit and social listening platforms
• Loyalty and Rewards platforms
• Jira
• Confluence

Benefits

• Hybrid work schedule and year-round flex day Friday (2-3 days in office)
• Onsite childcare through Bright Horizons
• Onsite dining center and game room (yes, there is a Taco Bell inside the building)
• Onsite dry cleaning, laundry services, carwash, Onsite gym with fitness classes and personal trainer sessions
• Up to 4 weeks of vacation per year plus holidays and time off for volunteering
• Tuition reimbursement and education benefits
• Generous parental leave for all new parents and adoption assistance program
• 401(k) with a 6% matching contribution from Yum! Brands with immediate vesting
• Comprehensive medical & dental including prescription drug benefits and 100% preventive care
• Discounts, free food, swag and… honestly, too many good benefits to name

Pay

$98,400 - $115,800 + eligible bonus + comprehensive benefits

Schedule

Hybrid work schedule and year-round flex day Friday (2-3 days in office)