Sr. Analyst, Digital Voice of the Customer

Sr. Analyst, Digital Voice of the Customer

Irvine, CA

JOB DESCRIPTION

Who is Taco Bell?

Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone's favorite Crunchy Tacos on the West Coast to a global brand with 7,500+ restaurants, 350 franchise organizations, that serve 42+ million fans each week around the globe. We're not only the largest Mexican-inspired quick service brand (QSR) in the world, we're also part of the biggest restaurant group in the world: Yum! Brands.

Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn't been done before... we will continue to be inclusive, bold, challenge the status quo and push industry boundaries.

We're a company that celebrates and advocates for different, has bold self-expression, strives for a better future, and brings the fun while we're at it. We fuel our culture with real people who bring unique experiences. We inspire and enable our teams and the world to Live Más.

At Taco Bell, we're Cultural Rebels. Want to join in on passion-fueled fun? Learn more about the job below

About the Job:

The Digital Voice of the Customer (VOC) Sr. Analyst should be first and foremost passionate, curious, and relentless about the customer experience. You will be responsible for proactively tracking, analyzing, managing, and actioning (both reactive and proactive) on customer feedback across Taco Bell's digital channels both outside and inside the restaurant - this includes Ecomm/App experience, and may also intersect with Kiosk and Digital In-store experience - to drive meaningful improvements in our connected digital experiences, fostering a customer-centric culture.

You will lead the identification, analysis, and financial impact assessment of emerging issues using platforms, tools and data to quantify impact on business outcomes and subsequently prioritize necessary changes. You'll then be turning insights into action thru kicking off additional research, driving tech intake / creating tickets for feature improvements, and enhancements, etc.

This role offers exciting opportunities for growth into new digital territories, as you'll work closely with leadership to shape the future of Taco Bell's digital customer experiences across channels, ensuring that customer insights directly influence our digital strategy and product roadmaps.

RESPONSIBILITIES

The Day-to-Day:

• Proactively monitor customer feedback across various digital channels to identify issues and trends before they are raised by customers
• Utilize reporting tools such as FullStory, AppBot, Digital InBox/Mailbox, Amplitude to quantify the impact of Digital VOC issues to facilitate prioritization discussions with digital teams to ensure critical issues are addressed quickly
• 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 (Customer Care, , providing regular updates on customer facing digital issues and recommending 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

QUALIFICATIONS

Is this you?

• 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 quantity 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 and results 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

Key Skills Required:

• 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
• Mobile App Stores / AppBot
• Reddit and social listening platforms
• Loyalty and Rewards platforms
• Jira
• Confluence

Work-Hard, Play-Hard:

• 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

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

At Taco Bell, we Live Más and invite you to do the same. Take a seat at our table. Bring your voice. Bring you, just as you are, a Cultural Rebel. We want you to be your best self!

Taco Bell is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic.

Taco Bell is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.