Associate Manager, CX Data & Insights

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 8,200+ 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 the passion-fueled fun? Learn more about the career below. 

About the Job:

This fun and fast-paced position within the Customer Experience team plays a crucial part in enhancing our overall customer experience by identifying and analyzing trends in customer feedback.

In this role, you will conduct analysis, assess findings, and report results derived from customer feedback to provide actionable insights to cross-functional teams and senior leaders. Your insights will shape strategic decisions to improve customer satisfaction across all customer touchpoints – both in our restaurants and digitally. In this role, you’ll also leverage customer recovery data to optimize service recovery efforts, reduce customer churn, and help drive growth in visit frequency, spending, and brand loyalty. Developing new reporting tools and ensuring data integrity will be key responsibilities, along with working on high-impact, cross-functional initiatives that challenge the status quo and apply your analytical skills, both quantitative and qualitative.

In this role, you'll become the go-to expert on customer feedback, playing a central part in defining strategies that elevate the Taco Bell experience at every touchpoint.

This individual must be passionate about the restaurant business and our brand. Taco Bell is very proud of our exciting and innovative culture and is seeking individuals who truly enjoy working collaboratively each day!

The Day-to-Day:

• Manage and deliver ongoing and ad-hoc reporting to drive actionable and comprehensive insights covering customer experience and recovery metrics.
• Create reports, dashboards, and visualizations to understand performance; confidently present learnings and make recommendations.
• Design and deliver ongoing and ad-hoc reporting to drive actionable and comprehensive insights covering all operational metrics.
• Generate innovative solutions by approaching problems with curiosity and open-mindedness, using existing data and qualitative input to their fullest potential.
• Own data quality and performance reporting for “The Loop” portion of the Taco Bell Supreme program
• Collaborate with internal technical teams and vendor partners to ensure accurate data collection and its seamless integration into data feeds, also ensuring data impacts and feeds are considered during technology launches and updates.

Is This You?

• BA required; analytical degree preferred
• 4+ years of analytically oriented business experience; CX and/or Call Center history is a bonus
• Highly versed in various analytical software suites, including advanced Excel skills, and a particularly strong understanding of Relational Databases and query execution; Solid grasp of statistical analysis
• Strong analytic skills and solid grasp on statistical analysis; ability to recognize trends & insights within the data
• Data management abilities; ideally has experience working in Business Intelligence/Data Visualization tools (E.g., Power BI, Tableau) and Salesforce
• Superb interpersonal and communication skills, with the ability to partner well with other team members.
• Robust organizational skills, with the ability to work both independently and collaboratively, multi-task, and adapt to change in a complex, fast-paced, and deadline-driven environment

Work-Hard, Play-Hard:

• Hybrid work schedule and year-round flex day Friday
• Onsite childcare through Bright Horizons 
• Onsite dining center and game room (yes, there is a Taco Bell insid