Job Description

Job Summary

The Guest Experience Analyst owns the guest experience program, ensuring customer feedback is captured, analyzed, and turned into actionable insights that improve service, operations, and the overall guest journey. This role manages the full feedback loop—from sentiment monitoring to insight delivery—and partners cross‑functionally to drive continuous improvement. As part of the Technology team, the role also supports store operations and new store openings, including limited on‑call weekend support (up to three days per month; training provided).

Key Responsibilities

• Build and continuously improve the guest experience program across surveys, reviews, and social channels
• Monitor and respond to guest feedback with professionalism and empathy; define SOPs and communication standards
• Analyze qualitative and quantitative feedback to identify trends, gaps, and recurring issues
• Translate insights into clear, actionable recommendations for operations and service teams
• Create dashboards, reports, and presentations; track guest experience metrics and measure impact of improvements
• Partner with operations, marketing, and leadership; support new store openings and periodic on‑call coverage

Skills & Qualifications

• Strong written and verbal communication; customer‑focused and empathetic
• Analytical, detail‑oriented, and able to translate data into action
• Comfortable working cross‑functionally in a fast‑paced environment
• Proficient in Excel and PowerPoint; dashboard/data visualization experience a plus
• Bachelor’s degree preferred; 1–2 years of experience in guest experience, customer support, hospitality, operations, or analysis
• Experience with survey tools, CRM systems, or review platforms preferred

Compensation

$60,000-$75,000 annual salary

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