Sr. Manager, Voice of Guest

Position Overview

The Senior Manager Voice of Guest leads Panera’s guest listening strategy, managing the relationship with our vendor, overseeing the analysis. This role partners closely with Marketing, Operations, Culinary, Digital, Analytics, and Leadership to identify opportunities, improve guest satisfaction, and drive business growth through a guest-centric culture. Reporting to the Vice President, Consumer Insights.

Location: Newton, MA (hybrid)

Scope of Responsibilities

Guest Insights Strategy

• Develop and execute the Voice of Guest strategy and roadmap.
• Manage guest feedback programs (e.g., CX surveys, Google Reviews).
• Establish key customer experience metrics.

Analytics & Reporting

• Analyze quantitative and qualitative feedback to identify trends, root causes, and improvement opportunities.
• Create executive-level analysis highlighting key insights and business impacts.
• Translate complex data into actionable recommendations.

Cross-Functional Leadership

• Partner with Operations, Marketing, Analytics, Culinary, etc to drive improvements based on guest insights.
• Lead cross-functional initiatives focused on enhancing guest satisfaction and loyalty.
• Influence leadership to prioritize customer centric decisions

Program Management

• Oversee VoG technologies, surveys, and feedback management platforms
• Ensure data quality.

Team Leadership

• Lead and develop a team of 2.
• Foster a culture of continuous improvement and customer advocacy.
• Coach team members on analytical methods, storytelling.

Qualifications

Experience & Expertise

• 7-10+ years of experience in consumer insights, CX program management.  
• 3 to 5+ years of people management
• Strong analytical capabilities and experience leverage large datasets.
• Expertise with VoG platforms (Qualtrics), survey tools, and dashboarding solutiosn.
• Excellent communication, presentation, and stakeholder management skills.  

Skills & Competencies

• Strong understanding of VoG platform (Qualtrics, Medallia, etc).
• Exceptional storytelling, presentation, and communication skills.
• Strong project management skills with the ability to manage multiple priorities in a fast-paced, highly collaborative environment.
• Proven ability to build relationships and influence stakeholders across functions and organizational levels.
• Proficiency with research, survey, and data visualization tools.
• Experience with advanced analytics, text analytics, sentiment analysis.
• Experience with Mastercard Test & Learn a plus.

Performance & Success Measures

• Improvements in key guest experience, satisfaction, loyalty, and advocacy metrics.
• Effectiveness, adoption, and impact of VoG platform across the organization.
• Quality, relevance, and actionability of insights delivered to business partners and leadership.
• Demonstrated influence on strategic decisions and operational improvements driven by guest feedback.
• Effective management and optimization of Voice of Guest platforms, vendor relationships, and program investments.
• Development, engagement, and performance of the Voice of Guest team.
• Strengthening Panera's customer-centric culture and organizational use of guest insights.

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.

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