Sr. Analyst, Digital Voice of the Customer

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.