Call Center -Senior Customer Experience Specialist

Job Description

Posted Friday, January 30, 2026 at 8:00 AM

Our restaurants are only the tip of the flame! If you’re looking for a fast‑paced, innovative and welcoming workplace then a career with our Familia is right for you.

• Hybrid work schedule
• Competitive pay and bonus
• Medical + Dental + Vision Insurance
• 401(K) Plan with match and immediate vesting
• HSA savings accounts
• Free El Pollo Loco food (Dine Out Card) + Restaurant Discount
• Discounts on theme parks, movie tickets, sports events, hotels and more…

The Senior Customer Experience Specialist serves as a strategic leader and subject‑matter expert within the Customer Experience (CX) team. This role represents the voice of the guest and is instrumental in translating customer insights into impactful operational, brand, and process improvements across the organization.

The Senior Customer Experience Specialist leads the solution of complex, high‑impact customer cases and performs advanced analysis of customer trends to identify risks, opportunities, and systemic gaps. This role partners closely with cross‑functional leaders to influence decision‑making, strengthen guest loyalty and protect brand reputation.

This position also supports CX leadership through reporting, actionable insights and strategic recommendations while driving the evolution of tools, workflows, and best practices that enhance the end‑to‑end guest journey.

• Serve as the primary escalation authority for complex, sensitive, or high‑risk customer cases, ensuring timely resolution aligned with brand standards, risk considerations and operations realities.
• Model and champion El Pollo Loco’s CARE model at an advanced level, transforming challenging guest interactions into opportunities to strengthen trust, loyalty and brand advocacy.
• Exercise independent judgment in determining customer resolutions that may have implications for brand perception, financial risk or operational practices.
• Lead analysis of CX data across food quality, service, digital ordering, delivery and location‑specific trends to identify root causes and systemic opportunities.
• Translate guest insights into clear, actionable recommendations that influence operational improvements, training strategies and policy updates.
• Develop and deliver recurring and ad‑hoc reports for CX leadership and cross‑functional partners using advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, trend analysis).
• Partner with the Customer Experience Manager to define KPIs, track performance and measure the impact of CX initiatives.
• Act as a strategic liaison between CX and Operations, Risk Management, QA, Marketing, Digital/Product and Regional Leadership.
• Proactively surface emerging guest trends, risks and insights to Operations Leaders to support timely, informed decision‑making.
• Support enterprise initiatives by providing the customer perspective during pilots, rollouts or process changes.
• Oversee and continuously improve administrative workflows including complaint tracking, documentation accuracy, follow‑ups and reporting consistency.
• Identify and drive enhancements to CX tools, templates and knowledge base content to ensure consistent, high‑quality responses across all channels.
• Maintain ownership of omnichannel customer interactions (email, phone, web, mail) as needed.
• Other duties as assigned by supervisor.

To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. The requirements listed below are representative of the education and/or experience required.

• High School Diploma required;
  Bachelor’s degree in Communications, Business, Hospitality, or related field strongly preferred.
• 3–5+ years of progressive experience in customer experience, call center, hospitality or restaurant support environments.
• Demonstrated experience handling escalations, data analysis and cross‑functional collaboration.