Position Overview

The Senior Analyst, Voice of Guest, is responsible for supporting Panera’s guest feedback programs, including survey administration, vendor coordination, reporting, and analysis. Working closely with cross-functional partners, this role helps translate guest feedback into actionable insights that improve the guest experience and inform business decisions. Reporting to the Senior Manager, Voice of Guest.

Location: Newton, MA (hybrid)

The primary responsibilities of this job include, but are not limited to:

• Voice of Guest Analysis:
  • Gather and analyze guest feedback from multiple sources (e.g., surveys, contact center data, online reviews) to identify trends, issues, and opportunities.
  • Develop and maintain dashboards and reports that communicate key guest insights, operational performance, and satisfaction metrics to leadership and operational teams.
• Cross-Functional Collaboration:
  • Partner with Operations and Guest Services teams to address critical guest pain points and recommend actionable solutions that drive guest satisfaction and operational efficiency.
  • Collaborate with IT and data science teams to ensure seamless integration of VoG tools and technologies.
  • Work with Marketing to assess the impact of promotional campaigns on guest sentiment and experience.
• Data-Driven Decision Making:
  • Use advanced data analytics techniques to uncover insights that support data-driven decision-making at the corporate and store level.
  • Identify root causes of recurring guest feedback themes and recommend operational or strategic changes.
• Continuous Improvement Initiatives:
  • Partner with Operations to implement solutions that improve the guest experience, track the success of these initiatives, and make data-backed recommendations for continuous improvement.
  • Contribute to initiatives aimed at enhancing guest engagement, loyalty, and overall satisfaction.
• Reporting & Presentations:
  • Present findings and recommendations to leadership, highlighting guest feedback trends, operational impact, and opportunities for improvement.
  • Produce monthly and quarterly VoG reports to guide operational and strategic decisions.

Qualifications (Education & Experience)

• Bachelor’s degree in Business, Operations Management, Data Analytics, or a related field.
• 3-5 years of experience in a customer experience, operations support, or analytics role, preferably in the retail, food service, or hospitality industries.
• Experience with VoG or Voice of Customer (VoC) programs and tools (e.g., Medallia, Qualtrics, InMoment).
• Proficiency with analysis tools including Excel, PowerBI, OBIEE, Tableau, Medallia, Qualtrics, or similar
• Strong strategic, analytical, and problem-solving skills

• Ability to understand Panera’s business model through metrics and analysis that drive insights and actions
• Understanding of survey capabilities and experience with measures of guest satisfaction
• Effective style of presenting solutions to senior executives and staff at varying levels across the organization
• Strong analytical skills and experience using tools like Excel, Tableau, Power BI, or SQL for data analysis and reporting.
• Excellent communication skills, with the ability to present complex data in a clear and actionable manner to cross-functional teams and leadership.
• A collaborative mindset, with the ability to work effectively in a fast-paced, team-oriented environment.
• Detail-oriented, with the ability to manage multiple projects and deadlines.

Performance & Success Criteria

Success in this role will be measured by:

• Consistently delivering accurate, timely, and actionable reporting and analysis.
• Providing insights that influence business decisions and improve the guest experience.
• Maintaining high-quality execution of Voice of Guest programs and reporting processes.
• Supporting improvements in key guest experience metrics, including satisfaction and loyalty measures.
• Building strong partnerships with cross-functional stakeholders and serving as a trusted source of customer insights.
• Effectively identifying trends, root causes, and opportunities that lead to measurable business and guest experience improvements.

Direct Reports

• N/A

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.