Sr. Analyst, Digital Voice Customer

Who is Taco Bell?

Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone’s favorite Crunchy Tacos on the West Coast to a global brand with 7,500+ restaurants, 350 franchise organizations that serve 42+ million fans each week around the globe. We’re not only the largest Mexican‑inspired quick service brand (QSR) in the world, we’re also part of the biggest restaurant group in the world:
Yum! Brands.

Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn’t been done before… we will continue to be inclusive, bold, challenge the status quo and push industry boundaries. We’re a company that celebrates and advocates for difference, has bold self‑expression, strives for a better future, and brings the fun while we’re  fuel our culture with real people who bring unique experiences.

We inspire and enable our teams and the world to Live Más. At Taco Bell, we’re Cultural Rebels. Want to join in on passion‑fueled fun? Learn more about the job below.

The Digital Voice of the Customer (VOC) Sr. Analyst should be first and foremost passionate, curious, and relentless about the customer experience. You will be responsible for proactively tracking, analyzing, managing, and actioning (both reactive and proactive) on customer feedback across Taco Bell’s digital channels both outside and inside the restaurant – this includes Ecomm/App experience, and may also intersect with Kiosk and Digital In‑store experience – to drive meaningful improvements in our connected digital experiences, fostering a customer‑centric culture.

You will lead the identification, analysis, and financial impact assessment of emerging issues using platforms, tools and data to quantify impact on business outcomes and subsequently prioritize necessary changes. You’ll then be turning insights into action thru kicking off additional research, driving tech intake / creating tickets for feature improvements, and enhancements, etc. This role offers exciting opportunities for growth into new digital territories, as you’ll work closely with leadership to shape the future of Taco Bell’s digital customer experiences across channels, ensuring that customer insights directly influence our digital strategy and product roadmaps.

• Proactively monitor customer feedback across various digital channels to identify issues and trends before they are raised by customers
• Utilize reporting tools such as Full Story, App Bot, Digital InBox/Mailbox, Amplitude to quantify the impact of Digital VOC issues to facilitate prioritization discussions with digital teams to ensure critical issues are addressed quickly
• Initiate Jira Tickets / Digital Intake for new digital features, enhancements, fixes, etc.
• Develop and manage a tracking system for ongoing digital issues, including resolution status, action items, and timelines for fixes
• Collaborate with leadership and cross functional teams (Customer Care, etc.) providing regular updates on customer‑facing digital issues and recommending solutions to improve the customer experience
• Create proactive reporting on trends and emerging issues, ensuring the team can address potential problems before they escalate
• Participate in digital and technical roadmap planning, sharing customer feedback to inform future product updates and enhancements

• Bachelor’s degree with 5+ years relevant work experience in customer feedback management, digital & analytical support, or related fields
• Proven experience with digital feedback analysis, identifying actionable insights, and creating systems for tracking and reporting digital issues across multiple channels
• Strong leadership and communication skills, with the ability to influence decision‑makers and collaborate across teams to drive customer‑centric digital improvements
• Excellent analytical and problem‑solving skills, with the ability to quantity the financial and other impacts of customer feedback on business outcomes and prioritize issues accordingly
• Prov…