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Customer Relations and Insights Lead
WINGSTOP UK
Customer Relations and Insights Lead
WINGSTOP UK
Full Time
1
Year
Experience
Up to £55000 / Year
Customer Relations and Insights Lead
WINGSTOP UK
Full Time
1
Year
Experience
Up to £55000 / Year
Skills
Customer Insights
Customer Relations
Description
Job Title: Customer Relations and Insights Lead
Salary Banding: Up to £55,000 (Depending on Experience)
Location: Office/Hybrid Role (London or Preston Travel Required)
Contract Type: Full time, Permanent
Be Part of Something Big
We’re not in the chicken business, we’re in the flavour business. Part of that is building flavourful experiences and unforgettable moments for our customers and staff alike. Yeah, we’ve bagged a few accolades on the way (UK’s Sunday Times Best Places to Work 2025 & Deliveroo’s Restaurant of the Year to be exact) but our core mission is simple: BRING THE FLAVOUR.
Why Wingstop?
Generous annual Bonus scheme: with potential for higher earnings based on business performance.
LTIP Programme: based on business performance.
Enhanced Holiday allowance: Enjoy 25 days of annual leave plus bank holidays.
Enhanced Employer Pension Contributions: 3% Employer Contributions.
Private Healthcare: Benefit from private health insurance, including Vitality at Work perks.
Family Support: Enhanced maternity and paternity leave for growing families.
Enhanced Sickness Benefit: Two weeks full pay, 12 month rolling
EV Salary Sacrifice Scheme: available after 3 months of service
Welcome Pack: Start your journey with us with a Wingstop welcome pack.
Discount Platforms: Access a wide range of retail, dining, and wellness deals.
Flexible Pay Options: Use Wagestream for on-demand access to earned wages.
Exceptional Training & Onboarding: Begin your career with a structured programme tailored to your role.
Career Development: Unlock training and growth opportunities to advance your career.
Professional Uniforms: Look the part with our branded attire.
Recognition & Celebrations: Attend semi-annual conferences and team events to celebrate success.
Benefits Platform: Access e-learning, lifestyle savings, and well-being resources.
Flexible Work Culture: Enjoy remote work options and the freedom to make your role your own.
Exclusive Discounts: Enjoy 20-50% off when dining with friends and family.
The Role
At Wingstop UK, flavour means more than just great wings — it’s about creating outstanding experiences for every guest. As our Customer Relations and Insights Lead, you’ll be the voice of the customer within the business — turning data and feedback into actionable insights that drive smarter, customer-centric decisions.
From analysing feedback trends and social sentiment to managing real-time responses and producing data-led recommendations, you’ll play a pivotal role in shaping how Wingstop listens, learns, and elevates its customer experience.
If you love combining data analysis with a passion for exceptional service and want to influence business decisions through insights, this is the role for you.
Key Responsibilities
Customer Experience & Feedback
Manage and resolve all customer complaints and feedback across all restaurant and delivery locations.
Lead third party relationships – (customer insights, safety, legal)
Use third-party platform to log, track, and analyse customer interactions and outcomes.
Monitor customer sentiment and engagement across social media, digital, and in-store channels.
Ensure all responses reflect our brand voice and commitment to delivering flavourful experiences.
Collaborate with Marketing, Operations, and Digital teams to drive consistent communication and continuous improvement.
Insights & Data Analysis
Collect, interpret, and report on customer feedback, review data, and complaint trends to identify recurring themes and root causes.
Create regular insight dashboards and reports to inform leadership decisions and support strategic planning.
Use data to measure service performance, identify areas for improvement, and recommend initiatives to enhance guest satisfaction.
Partner with key stakeholders to translate customer insights into actionable business improvements.
Leverage analytics tools and platforms to support data-driven decision making across customer experience touchpoints.
Translate insights into coaching and process improvements for our restaurant teams (think comm’s + training)
Resolution & Reward Management
Lead digital voucher distribution for customer recovery, promotions, and ad-hoc requirements.
Support the Marketing team in managing reward and resolution systems, including digital administration, auditing, and performance analysis.
Candidate Requirements
Proven experience in customer relations, data analysis, or insights roles, ideally within retail, hospitality, or F&B.
Strong analytical skills with the ability to interpret qualitative and quantitative data into actionable insights.
Familiarity with customer feedback systems, CRM tools, and social listening platforms.
Excellent written and verbal communication skills with a clear, customer-first mindset.
Highly organised, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
Confident handling sensitive situations with professionalism and discretion.
Strong stakeholder management skills and the ability to influence through data and insight.
Commitment to Diversity & Inclusion
Wingstop UK is proud to foster a diverse and inclusive workplace. We believe in equal opportunities and strive to create an environment where everyone feels valued, respected, and supported.
If you require reasonable adjustments during the recruitment process, please let us know — we’re happy to accommodate your needs.
If you’re a data-driven customer experience professional looking to make an impact in a fast-growing, award-winning brand — we’d love to hear from you.
#INDHO)
Job Title: Customer Relations and Insights Lead
Salary Banding: Up to £55,000 (Depending on Experience)
Location: Office/Hybrid Role (London or Preston Travel Required)
Contract Type: Full time, Permanent
Be Part of Something Big
We’re not in the chicken business, we’re in the flavour business. Part of that is building flavourful experiences and unforgettable moments for our customers and staff alike. Yeah, we’ve bagged a few accolades on the way (UK’s Sunday Times Best Places to Work 2025 & Deliveroo’s Restaurant of the Year to be exact) but our core mission is simple: BRING THE FLAVOUR.
Why Wingstop?
Generous annual Bonus scheme: with potential for higher earnings based on business performance.
LTIP Programme: based on business performance.
Enhanced Holiday allowance: Enjoy 25 days of annual leave plus bank holidays.
Enhanced Employer Pension Contributions: 3% Employer Contributions.
Private Healthcare: Benefit from private health insurance, including Vitality at Work perks.
Family Support: Enhanced maternity and paternity leave for growing families.
Enhanced Sickness Benefit: Two weeks full pay, 12 month rolling
EV Salary Sacrifice Scheme: available after 3 months of service
Welcome Pack: Start your journey with us with a Wingstop welcome pack.
Discount Platforms: Access a wide range of retail, dining, and wellness deals.
Flexible Pay Options: Use Wagestream for on-demand access to earned wages.
Exceptional Training & Onboarding: Begin your career with a structured programme tailored to your role.
Career Development: Unlock training and growth opportunities to advance your career.
Professional Uniforms: Look the part with our branded attire.
Recognition & Celebrations: Attend semi-annual conferences and team events to celebrate success.
Benefits Platform: Access e-learning, lifestyle savings, and well-being resources.
Flexible Work Culture: Enjoy remote work options and the freedom to make your role your own.
Exclusive Discounts: Enjoy 20-50% off when dining with friends and family.
The Role
At Wingstop UK, flavour means more than just great wings — it’s about creating outstanding experiences for every guest. As our Customer Relations and Insights Lead, you’ll be the voice of the customer within the business — turning data and feedback into actionable insights that drive smarter, customer-centric decisions.
From analysing feedback trends and social sentiment to managing real-time responses and producing data-led recommendations, you’ll play a pivotal role in shaping how Wingstop listens, learns, and elevates its customer experience.
If you love combining data analysis with a passion for exceptional service and want to influence business decisions through insights, this is the role for you.
Key Responsibilities
Customer Experience & Feedback
Manage and resolve all customer complaints and feedback across all restaurant and delivery locations.
Lead third party relationships – (customer insights, safety, legal)
Use third-party platform to log, track, and analyse customer interactions and outcomes.
Monitor customer sentiment and engagement across social media, digital, and in-store channels.
Ensure all responses reflect our brand voice and commitment to delivering flavourful experiences.
Collaborate with Marketing, Operations, and Digital teams to drive consistent communication and continuous improvement.
Insights & Data Analysis
Collect, interpret, and report on customer feedback, review data, and complaint trends to identify recurring themes and root causes.
Create regular insight dashboards and reports to inform leadership decisions and support strategic planning.
Use data to measure service performance, identify areas for improvement, and recommend initiatives to enhance guest satisfaction.
Partner with key stakeholders to translate customer insights into actionable business improvements.
Leverage analytics tools and platforms to support data-driven decision making across customer experience touchpoints.
Translate insights into coaching and process improvements for our restaurant teams (think comm’s + training)
Resolution & Reward Management
Lead digital voucher distribution for customer recovery, promotions, and ad-hoc requirements.
Support the Marketing team in managing reward and resolution systems, including digital administration, auditing, and performance analysis.
Candidate Requirements
Proven experience in customer relations, data analysis, or insights roles, ideally within retail, hospitality, or F&B.
Strong analytical skills with the ability to interpret qualitative and quantitative data into actionable insights.
Familiarity with customer feedback systems, CRM tools, and social listening platforms.
Excellent written and verbal communication skills with a clear, customer-first mindset.
Highly organised, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
Confident handling sensitive situations with professionalism and discretion.
Strong stakeholder management skills and the ability to influence through data and insight.
Commitment to Diversity & Inclusion
Wingstop UK is proud to foster a diverse and inclusive workplace. We believe in equal opportunities and strive to create an environment where everyone feels valued, respected, and supported.
If you require reasonable adjustments during the recruitment process, please let us know — we’re happy to accommodate your needs.
If you’re a data-driven customer experience professional looking to make an impact in a fast-growing, award-winning brand — we’d love to hear from you.
#INDHO)
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Customer Relations and Insights Lead
Full Time
1
Year
Experience
Up to £55000 / Year
Skills
Customer Insights
Customer Relations