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Summary
Customer Data Analyst
Salary Competitive salary
Schedule Full Time
Experience Minimum 3 years of experience
Location Guildford Rd, Woking GU22 7NJ, UK

Customer Data Analyst


Description

WELCOME TO KFC AND YUM!

WHO ARE KFC?

Colonel Harland Sanders opened the first KFC in Louisville Kentucky in 1965. He started with one store, 11 herbs and spices, and an idea. From there our incredible brand and product grew to what it is today.

 

KFC first came to the UK in 1965 with our first restaurant in Preston, Lancashire. Today we are a billion-pound business with over 900 restaurants run by our 28,000 restaurant team members. Our headquarters are based at the Restaurant Support Centre (RSC) in Woking, Surrey – a 24-minute train from Waterloo.  Of the c.950 restaurants in the UK, 900 of our restaurants are owned and operated by 40 franchise partners; the remaining 50 are company owned and run.

 

We are proud to have received a number of accolades in recognition of our commitment to our employees, including being named as Britain’s Top Employer three years running. To work for KFC is to be part of one big family.  


WHO ARE ‘YUM!’?

KFC is one of the 3 brands operated by our parent company Yum! along with Pizza Hut and Taco Bell. We are the world’s largest restaurant group with over 40,000 restaurants across the globe.

 

Yum! isn’t your average Fortune 250 company. We like to do things a little differently. From our world-famous culture of fun and recognition to our focus on your career potential.


ABOUT THE ROLE

KFC is on a mission to transform the experience we offer our guests; we’re not just talking baby steps but giant leaps forward over the next few years. We’re talking guest transformation and how you engage, inspire and influence 27,000 team members in every postcode in the UK&I. The successful candidate will join the Guest Team, which is currently going through a transformation to lead KFC’s mission in becoming a more customer-centric organisation.

We are looking for a creative and curious data superstar to join the KFC team to deliver insight-led change as a Customer Data Analyst.

We want to change the way we understand our customer’s needs by putting data-led insights at the heart of every decision we make. Your ability to see to the heart of the data and bring it to life through great story-telling will generate meaningful change for our teams and guests.

The role will report to the Customer Insights Manager, and you will play a key role in building a new and innovative data-led insights approach, bringing together the Voice of the Customer and KPIs. 


RESPONSIBILITIES

  • Analyse core customer survey results, including NPS, OSAT, B2B, and Complaints Ratio, generate regular reports, and streamline reporting by creating automated dashboards.
  • Weekly/Monthly/Quarterly performance review; preparation and presentation of regular business update meetings. Diagnose weekly performance and provide insight-led recommendations.
  • Ad-hoc customer analysis – understanding what our guests are telling us through surveys, social media and reviews to articulate satisfiers and dissatisfiers through the end to end customer journey
  • Collaborate with the Finance & Marketing team and align the guest KPIs with business targets. Analise restaurant performance to help create and inform incentive programs to drive ambitious guest targets.
  • Provide guest insights to various test and learn initiatives, working within an agile framework
  • KPI reporting and analysis on Contact Centre (Care Squad) performance measures
  • Improve and optimise the platforms that hold our customer metrics to simplify access and drive more effective use of guest data.
  • Contribute to the successful delivery of the guest team’s flagship project to introduce Clarabridge to the business. Clarabridge is a customer data analytics platform that uses machine learning to produce data-led customer insights through natural language processing: You will be responsible for
  • Refine the KFC Models within the tool to generate more accurate results and satisfy cross-functional use cases.
  • Dashboard creation – work with our cross-functional teams to understand their specific customer needs and build structured dashboards that provide clarity and test specific hypotheses.
  • Testing – Ensuring the models in use are fit for purpose and meeting critical accuracy criteria.



WE'D LIKE TO HEAR FROM YOU IF YOU IDENTIFY WITH THE FOLLOWING:

  • Experience in a customer analytics role working with customer feedback data, including survey data, social media and critical customer metrics.
  • Experience with Microstrategy BI tool, SMG and Clarabridge (Desirable)
  • Experience working with Python, R, SQL or similar to manipulate datasets (Desirable)
  • Experience in creating visualisations and presentations that can bring the data story to life
  • Experience dealing with large sets of data and being able to manipulate this into meaningful outputs
  • Understanding of data protection regulations, e.g. GDPR


ABOUT YOU

  • A practical self-starter, the successful candidate will be used to delivering to tight deadlines and partnering effectively with internal customers and external stakeholders.
  • Highly analytical; Advanced knowledge of Excel;
  • Have clear potential and ambition to move into bigger and broader roles.
  • Able to build and draw upon strong business partner relationships
  • Open to learning new ideas outside scope or knowledge skillset.
  • Solution-driven, meaning you’ll be curious, tenacious and determined, always looking for new ways to deliver ground-breaking work.
  • Patient, resilient, and be able to make judgment calls under pressure.
  • Outstanding communication skills across multiple channels and able to communicate ideas effectively and inclusively
  • Excellent oral and written presentation skills.
  • Customer-obsessed – championing our guests' needs in everything we do.

WELCOME TO KFC AND YUM!

WHO ARE KFC?

Colonel Harland Sanders opened the first KFC in Louisville Kentucky in 1965. He started with one store, 11 herbs and spices, and an idea. From there our incredible brand and product grew to what it is today.

 

KFC first came to the UK in 1965 with our first restaurant in Preston, Lancashire. Today we are a billion-pound business with over 900 restaurants run by our 28,000 restaurant team members. Our headquarters are based at the Restaurant Support Centre (RSC) in Woking, Surrey – a 24-minute train from Waterloo.  Of the c.950 restaurants in the UK, 900 of our restaurants are owned and operated by 40 franchise partners; the remaining 50 are company owned and run.

 

We are proud to have received a number of accolades in recognition of our commitment to our employees, including being named as Britain’s Top Employer three years running. To work for KFC is to be part of one big family.  


WHO ARE ‘YUM!’?

KFC is one of the 3 brands operated by our parent company Yum! along with Pizza Hut and Taco Bell. We are the world’s largest restaurant group with over 40,000 restaurants across the globe.

 

Yum! isn’t your average Fortune 250 company. We like to do things a little differently. From our world-famous culture of fun and recognition to our focus on your career potential.


ABOUT THE ROLE

KFC is on a mission to transform the experience we offer our guests; we’re not just talking baby steps but giant leaps forward over the next few years. We’re talking guest transformation and how you engage, inspire and influence 27,000 team members in every postcode in the UK&I. The successful candidate will join the Guest Team, which is currently going through a transformation to lead KFC’s mission in becoming a more customer-centric organisation.

We are looking for a creative and curious data superstar to join the KFC team to deliver insight-led change as a Customer Data Analyst.

We want to change the way we understand our customer’s needs by putting data-led insights at the heart of every decision we make. Your ability to see to the heart of the data and bring it to life through great story-telling will generate meaningful change for our teams and guests.

The role will report to the Customer Insights Manager, and you will play a key role in building a new and innovative data-led insights approach, bringing together the Voice of the Customer and KPIs. 


RESPONSIBILITIES

  • Analyse core customer survey results, including NPS, OSAT, B2B, and Complaints Ratio, generate regular reports, and streamline reporting by creating automated dashboards.
  • Weekly/Monthly/Quarterly performance review; preparation and presentation of regular business update meetings. Diagnose weekly performance and provide insight-led recommendations.
  • Ad-hoc customer analysis – understanding what our guests are telling us through surveys, social media and reviews to articulate satisfiers and dissatisfiers through the end to end customer journey
  • Collaborate with the Finance & Marketing team and align the guest KPIs with business targets. Analise restaurant performance to help create and inform incentive programs to drive ambitious guest targets.
  • Provide guest insights to various test and learn initiatives, working within an agile framework
  • KPI reporting and analysis on Contact Centre (Care Squad) performance measures
  • Improve and optimise the platforms that hold our customer metrics to simplify access and drive more effective use of guest data.
  • Contribute to the successful delivery of the guest team’s flagship project to introduce Clarabridge to the business. Clarabridge is a customer data analytics platform that uses machine learning to produce data-led customer insights through natural language processing: You will be responsible for
  • Refine the KFC Models within the tool to generate more accurate results and satisfy cross-functional use cases.
  • Dashboard creation – work with our cross-functional teams to understand their specific customer needs and build structured dashboards that provide clarity and test specific hypotheses.
  • Testing – Ensuring the models in use are fit for purpose and meeting critical accuracy criteria.



WE'D LIKE TO HEAR FROM YOU IF YOU IDENTIFY WITH THE FOLLOWING:

  • Experience in a customer analytics role working with customer feedback data, including survey data, social media and critical customer metrics.
  • Experience with Microstrategy BI tool, SMG and Clarabridge (Desirable)
  • Experience working with Python, R, SQL or similar to manipulate datasets (Desirable)
  • Experience in creating visualisations and presentations that can bring the data story to life
  • Experience dealing with large sets of data and being able to manipulate this into meaningful outputs
  • Understanding of data protection regulations, e.g. GDPR


ABOUT YOU

  • A practical self-starter, the successful candidate will be used to delivering to tight deadlines and partnering effectively with internal customers and external stakeholders.
  • Highly analytical; Advanced knowledge of Excel;
  • Have clear potential and ambition to move into bigger and broader roles.
  • Able to build and draw upon strong business partner relationships
  • Open to learning new ideas outside scope or knowledge skillset.
  • Solution-driven, meaning you’ll be curious, tenacious and determined, always looking for new ways to deliver ground-breaking work.
  • Patient, resilient, and be able to make judgment calls under pressure.
  • Outstanding communication skills across multiple channels and able to communicate ideas effectively and inclusively
  • Excellent oral and written presentation skills.
  • Customer-obsessed – championing our guests' needs in everything we do.

Details
Salary Competitive salary
Schedule Full Time
Experience Minimum 3 years of experience
Location Guildford Rd, Woking GU22 7NJ, UK

Skills
Microsoft Office
By applying you confirm you have these skills.

expired job post

Guildford Rd, Woking GU22 7NJ, UK