Customer Listening Analyst

Overview

The Customer Listening Analyst III role will serve on the Customer & Market Insights team making an impact to over 2,000 Chick-fil-A restaurants. The analyst will provide Customer insights generated by Customer feedback received from CARES, CEM, Social, and other internal tools. The Business Analyst III is responsible for providing strategic recommendations to improve Chick-fil-A's customer experience through the use of data mining, cleansing, dashboarding and storytelling. The analyst also oversees the analytics and reporting of key performance index metrics for internal business stakeholders. The analyst role supports cross functional partners in Marketing, Operations, Digital Experience, Enterprise Analytics, Menu & Pricing teams.

Responsibilities

  • Provide prescriptive recommendations to improve the Chick-fil-A overall Customer dining experience by leveraging Customer feedback collected from both internal and external sources
  • Drive insights by leveraging SQL and other BI tools to examine trends in Customer data from conception, analysis, visualization, and storytelling
  • Establish routine reporting/performance insights for key business strategies
  • Present recommendations to business stakeholders; formats may include (but are not limited to) Customer journey maps, regression analysis, text analytics, and flow diagrams
  • Create custom dashboards of key performance indicators to monitor Customer feedback
  • Conduct new user training Steward Customer data by providing guidance for internal storage, usage, visualization and analysis best practices
  • Participate in on-going training sessions to advance knowledge of Customer feedback/analytical platforms


Minimum Qualifications

  • Bachelor's degree in Statistics, Economics, Database Marketing, or other related area
  • Minimum 3-5 years of experience in a role involving strategic analysis
  • Expertise working with statistical or business intelligence tools such as SAS, SQL, Tableau, Excel
  • Ability to effectively break down business questions to core components, identify appropriate data sources and methodology for analysis, then translate findings into actionable insights.
  • History of success working both independently and as a member of a cross-functional team on multiple concurrent projects
  • Excellent communication skills and the ability to interact with all levels of an organization.
  • Ability to develop relationships and engage in business dialogue with internal clients to understand and address their needs


Preferred Qualifications

  • Expertise in big data environments
  • Experience with data cleansing/mining
  • History of effective execution of business enhancements, from conception to delivery


Minimum Years of Experience

3

Travel Requirements

10%

Required Level of Education

Bachelor's Degree

Preferred Level of Education

Bachelors Degree

Major/Concentration

Statistics, Economics, Database Marketing, or other related area

Minimum GPA (4.0 Scale)

3.0


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