Sr. Insights & Intelligence Analyst

Customer Experience & Voice of Customer Intelligence

• Analyze customer experience, guest feedback, Voice of Customer, loyalty, customer satisfaction, and sentiment data across multiple sources.
• Monitor customer experience performance and identify opportunities to improve guest satisfaction, retention, engagement, and loyalty.
• Develop recurring reporting on customer experience trends, guest feedback themes, customer pain points, and service opportunities.
• Aggregate and synthesize customer experience insights from customer feedback platforms, guest relations systems, review platforms, and operational data sources.
• Partner with Customer Experience, Operations, Marketing, Loyalty, and Culinary teams to translate customer insights into actionable business recommendations.
• Identify emerging customer needs, behavioral shifts, and experience opportunities through structured intelligence programs.
• Support customer journey analysis and identify opportunities to improve guest engagement throughout the customer lifecycle.

Market, Consumer & Competitive Intelligence

• Develop recurring competitive intelligence reporting to monitor competitor performance, promotional activity, menu innovation, pricing actions, and market trends.
• Monitor industry benchmarks, market intelligence, consumer trends, and category performance to identify opportunities and risks.
• Support Marketing, Culinary, Pricing, Loyalty, and Customer Experience with ongoing business intelligence and market insights.
• Aggregate customer, market, competitive, and operational intelligence into actionable business recommendations.
• Identify emerging industry trends, shifts in consumer behavior, and competitive threats that may impact business performance.
• Develop intelligence frameworks that support strategic planning, innovation, pricing, menu development, customer acquisition, and retention initiatives.
• Provide intelligence support for First Choice and enterprise decisioning initiatives.

Reporting, Dashboarding & Business Intelligence

• Build dashboards, scorecards, and reporting frameworks supporting Marketing, Loyalty, CRM, Customer Experience, Culinary, Pricing and Operations.
• Create recurring business reviews  that communicate performance drivers, opportunities, and risks.
• Develop self-service reporting environments that improve visibility and accessibility of business intelligence across the organization.
• Establish KPI governance, reporting standards, and performance measurement frameworks.
• Create and maintain scorecards supporting enterprise performance management.
• Support recurring reporting on customer engagement, loyalty performance, customer experience, menu performance, pricing performance, and marketing effectiveness.
• Ensure reporting outputs are scalable, repeatable, trusted, and aligned to organizational goals.
• Translate complex datasets into visualizations, narratives, and business stories that support decision making.

Intelligence Integration & Strategic Storytelling

• Connect customer, loyalty, customer experience, operational, competitive, digital, and market intelligence into cohesive business narratives.
• Develop presentations and intelligence summaries that support strategic discussions and business reviews.
• Translate analytical findings into clear business implications and recommended actions.
• Serve as a strategic thought partner to stakeholders by helping interpret trends, understand business performance, and prioritize opportunities.
• Support quarterly planning, annual planning, and strategic business reviews through actionable intelligence and reporting.
• Build scalable intelligence processes and frameworks that improve organizational decision making.

What Success Looks Like

• Leadership has clear visibility into customer, market, competitive, and business performance through trusted reporting, dashboards, and intelligence programs.
• Customer experience, Voice of Customer, competitive, and market intelligence are translated into actionable recommendations that influence business decisions.
• Reporting and dashboard ecosystems provide a consistent source of truth across Marketing, Loyalty, CRM, Culinary, Pricing, Customer Experience, and Operations
• Customer feedback, social listening, guest reviews, market intelligence, and operational performance data are integrated into a unified intelligence framework.
• Business reviews, scorecards, and KPI reporting create alignment and accountability across teams.
• Stakeholders have self service access to trusted dashboards and reporting that support both strategic planning and day to day decision making.
• Emerging customer, competitive, operational, and market trends are proactively identified and communicated before they become business challenges.
• Customer experience and Voice of Customer insights drive measurable improvements in guest satisfaction, retention, and engagement.
• Intelligence is presented through compelling storytelling that enables leaders to quickly understand opportunities, risks, and recommended actions.
• The analyst becomes the trusted intelligence partner across Marketing, Loyalty, CRM, Culinary, Pricing, Customer Experience and Operations.
• The role helps establish and scale Red Robin's enterprise Growth, Intelligence & Decisioning capability.

What You Bring (Requirements)

• 3 to 5 years of experience in business intelligence, customer insights, reporting, customer experience analytics, market intelligence, consumer insights, or related analytical disciplines.
• Strong experience building dashboards, scorecards, reporting frameworks, and business intelligence solutions using Power BI, Tableau, Looker, or similar platforms.
• Experience synthesizing information from multiple data sources into actionable business insights and recommendations.
• Strong analytical skills with the ability to identify trends, patterns, opportunities, and business risks.
• Experience developing executive ready reporting, presentations, and business reviews.
• Ability to translate complex data and analytical findings into clear and compelling business narratives.
• Experience supporting customer experience, loyalty, marketing, digital, operational, or commercial performance reporting.
• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
• Effective communication skills with the ability to work across technical and non technical stakeholder groups.
• Curiosity, attention to detail, and passion for understanding customer behavior and business performance.
• Builder mindset with the ability to establish new reporting standards, intelligence frameworks, dashboards, and business review processes from the ground up.

Nice to Have (Preferred requirements)

• Experience in restaurant, hospitality, retail, ecommerce, loyalty, subscription, or multi unit consumer businesses.
• Experience working with customer experience platforms, Voice of Customer programs, guest feedback systems, or customer satisfaction measurement programs.
• Familiarity with customer data platforms, loyalty platforms, customer engagement platforms, and digital commerce ecosystems.
• Experience supporting customer experience, loyalty, menu, pricing, digital, media, customer growth, or operational performance reporting.
• Experience with social listening, reputation management, review monitoring, or sentiment analysis platforms.
• Familiarity with consumer research, competitive intelligence, market intelligence, and industry benchmarking tools.
• Experience building executive scorecards, KPI governance processes, and recurring business review reporting.
• Experience translating customer, competitive, and operational insights into strategic business recommendations.
• Exposure to customer segmentation, customer journey analysis, customer retention reporting, or customer behavior analytics.
• Experience working with enterprise data warehouses, cloud analytics environments, or modern business intelligence ecosystems.

Red Robin is an Equal Opportunity & E-Verify Employer