WELCOME TO KFC

Welcome to Kentucky Fried Chicken. Our world famous chicken restaurant brand all started with one cook, Colonel Harland Sanders, who created a finger lickin’ good recipe more than 75 years ago, a list of secret herbs and spices scratched out on the back of the door to his kitchen. He started travelling by car to different restaurants and cooked his fried chicken on the spot for restaurant owners. He did this at the age of 65. If the owner liked the chicken, they would enter into a handshake agreement to sell the Colonel’s chicken. Legend has it that Colonel Sanders heard 1009 “No’s” before he heard his first yes. The Colonel’s story still inspires us today. It reminds us how grit, perseverance, dedication and ambition along with hard work can create success; regardless of your age or where you come from.

Our purpose as an employer is to empower our people to find their own secret recipe in life too.

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.

What we can offer you...

Rewards, Progression and LOTS of Recognition!

A career with KFC offers much more than just fantastic earning potential. We reward achievement with amazing incentives and benefits, including:

• A great work-life balance with a 35hour working week and Summer Fridays
• Company and performance-related bonus
• Generous pension with up to 11% company contribution
• Private healthcare with the option to increase to include family cover and extra dental cover
• Annual holiday allowance starts at 25 days with the option to buy or sell up to 3 extra days per year, and increasing up to 30 days based on length of service
• Coaching, Training and Support on many soft and technical skills
• Competitive maternity leave and flexible return to work options
• International career opportunities across Yum!
• Pick n Mix Benefits, options include gym membership, health screening and travel insurance.

KFC can be a sociable company if that’s your thing, and we strive to incorporate our company value of fun whenever we can from payday drinks to weekly sports clubs; there's extensive wellness and mental health support with Sanctus Training and yoga classes so you can choose how little or how much you get involved.

WELCOME TO KFC

Welcome to Kentucky Fried Chicken. Our world famous chicken restaurant brand all started with one cook, Colonel Harland Sanders, who created a finger lickin’ good recipe more than 75 years ago, a list of secret herbs and spices scratched out on the back of the door to his kitchen. He started travelling by car to different restaurants and cooked his fried chicken on the spot for restaurant owners. He did this at the age of 65. If the owner liked the chicken, they would enter into a handshake agreement to sell the Colonel’s chicken. Legend has it that Colonel Sanders heard 1009 “No’s” before he heard his first yes. The Colonel’s story still inspires us today. It reminds us how grit, perseverance, dedication and ambition along with hard work can create success; regardless of your age or where you come from.

Our purpose as an employer is to empower our people to find their own secret recipe in life too.

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.

What we can offer you...

Rewards, Progression and LOTS of Recognition!

A career with KFC offers much more than just fantastic earning potential. We reward achievement with amazing incentives and benefits, including:

• A great work-life balance with a 35hour working week and Summer Fridays
• Company and performance-related bonus
• Generous pension with up to 11% company contribution
• Private healthcare with the option to increase to include family cover and extra dental cover
• Annual holiday allowance starts at 25 days with the option to buy or sell up to 3 extra days per year, and increasing up to 30 days based on length of service
• Coaching, Training and Support on many soft and technical skills
• Competitive maternity leave and flexible return to work options
• International career opportunities across Yum!
• Pick n Mix Benefits, options include gym membership, health screening and travel insurance.

KFC can be a sociable company if that’s your thing, and we strive to incorporate our company value of fun whenever we can from payday drinks to weekly sports clubs; there's extensive wellness and mental health support with Sanctus Training and yoga classes so you can choose how little or how much you get involved.