Reporting to the Manager, Guest Experience, this is a critical role in moving Popeyes forward on the journey to deliver exceptional omnichannel integrated experiences to delight chicken lovers everywhere. This role will be key in creating an exceptional experience for our customers and employees across all digital touchpoints within the Popeyes restaurant. They’ll be responsible for the project management and execution of multiple digital initiatives. The Senior Analyst, Guest Experience collaborates with Operations, Restaurant Technology, Product and Engineering, Marketing, and Development teams to transform the restaurants into immersive, customer-centric environments that empower employees and delight guests.

This role has a proven track record of using data and technology to build best-in-class customer experiences in QSR or fast casual dining. The ideal candidate is a strategic and analytical problem solver, can dive deep and scan wide and can manage complex projects with various stakeholders to deliver exceptional results.

Key Responsibilities:

• Project management for the introduction and deployment of new digital solutions (such as Kiosks, Order Ready Boards, and Voice AI in the Drive Thru)
• Support the execution of the Kiosk deployment pipeline (from pitching to installation) including franchisee communication and follow up and vendor management
• Understand and analyze guest feedback, traffic, check, speed of service results, and qualitative data to drive insights into guest and employee behavior and use these insights to prioritize enhancements to the digital solutions being deployed.
• Support in the implementation of initiatives to drive increased sales through digital channels (digital menu boards, kiosks, etc.) by helping shape future roadmaps, product enhancements, and process improvements.
• Continuously improve digital execution processes for onboarding, menu / content management, and support
• Work cross-functionally with Operations, Restaurant Technology, Restaurant Design, Product and Engineering, and Marketing teams to ensure an integrated approach to customer and employee experiences.
• Work cross-functionally to integrate off premise digital customer touchpoints (app, website, email, etc.) and Popeyes Loyalty program with communications in-store via digital menus, kiosks, and other innovative concepts to enhance the physical guest experience.
• Manage interactions with vendors providing digital in-store solutions.
• Engage in franchisee communications to help drive both deployment and enhancement of digital solutions.

Competencies and Qualifications:

• 3-5+ years of experience in product or project management, strategy consulting, or analytics
• Ability to work independently as well as collaboratively with cross-functional teams.
• Excellent analytical and problem-solving skills with a strong attention to detail.
• Strong expertise working Excel
• Effective communicator, both written, verbal and through presentations. Articulates concepts in a clear, structured and succinct manner, adjusted for the audience
• Ability to multitask and manage priorities in a fast-paced environment.
• Results-driven with bias for action and commitment to excellence. Values taking ownership and taking educated risks to run a test and learn agenda, occasionally failing, but fast and forwards.
• Extremely accountable for driving the right outcome - even if it goes beyond their role and scope
• Results-driven with a bias for action and commitment to excellence. Acts with a sense of urgency.
• Proficiency in SQL for data management and analysis, preferred
• Expertise in Tableau for data visualization and reporting, preferred.
• Preferred experience in QSR, technology, marketing, customer experience, e-commerce, or related industry

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Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.