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Director, Guest Experience & Analytics

Wingstop

Wingstop

Data Science
Dallas, TX, USA
Posted on Nov 14, 2024
Apply now

DIRECTOR, GUEST EXPERIENCE & ANALYTICS

WINGSTOP RESTAURANTS, INC.

ROLE PROFILE OVERVIEW

ROLE LOCATION

GSC

REPORTS TO NAME

TEAM

In-Restaurant Training & Operations Integration

REPORTS TO TITLE

VP, In-Restaurant Training & Ops Integration

ROLE PROFILE DESCRIPTION

´FULL-TIME

ð PART-TIME

40+

HOURS PER WEEK

ð CONTRACTOR

ð INTERN

X EXEMPT

ð NON-EXEMPT

WHO WE ARE

We’re not in the wing business. We’re in the flavor business. It’s been our mission To Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.

Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way, of being entrepreneurial, service-minded, fun and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.

YOUR IMPACT

The Director of Guest Experience & Analytics will develop and lead the overall guest experience strategy, highlighting and reporting on qualitative and quantitative data from guest feedback sources, and ensuring the guest recovery process and systems are efficient and effective. The Director will build and maintain strong partnerships
cross-functionally and with our field leadership teams.

WHAT YOU’LL DO
  • Develop and implement a comprehensive Guest Experience strategy that aligns with the brand’s values and goals.
  • Strategize to devise short and long-term plans that will continually leverage valuable guest feedback and systems to drive change within operations, training, and brand standards.
  • Proactively generate, analyze and present guest feedback from multiple sources. Identify trends and areas of improvement; develop actionable insights and present data-driven recommendations to improve service quality, menu offerings and overall guest satisfaction.
  • Utilize advanced analytics techniques to extract insights from complex data sets, driving strategic decision making and enhancing operational efficiency.
  • Revamp and regularly evaluate the end-to-end guest recovery process for impact and effectiveness.
  • Support the development and delivery of training content and materials on relevant key drivers that improve the guest experience.
  • Foster and manage vendor partnerships and work collaboratively to set strategic direction that positively impacts the business.
  • Work cross-functionally with training, operations, marketing and insights to ensure available data is highlighted and detailed in various workstreams.
  • Manages multiple projects and timelines with a sense of urgency and follow through.
  • Able to build partnerships, influence and rally cross-functional teams toward a common goal.
  • Drive a culture of hospitality excellence, ensuring that Team Members understand the importance of the guest experience and their role in delivering it.
  • Work in a fast pace, agile environment. Must be able to pivot to successfully manage change.

WHO YOU ARE

HUMBLE: You feel there is always opportunity to further your personal and professional growth. You have college degree and a passion for food.

HUNGRY: You have a fire in you to keep pursuing excellence, particularly in a fast-paced, dynamic environment. You have 3-6 years of experience in guest experience or customer service with demonstrated advancement.

SMART: You have a high degree of emotional intelligence and a thirst for knowledge. You have the aptitude to work both independently and collaboratively, the talent to apply sound, strategic thinking and analysis to address a variety of business circumstances, and the capability to produce high-quality, extremely detail-oriented work within a fast-paced environment.

SERVICE-MINDED: You consider others at every turn by exercising your responsibilities in an energetic, proactive and organized way.

ENTREPRENEURIAL: You work with an owner’s mentality when collaborating cross-functionally as you manage multiple concurrent projects from inception through execution.

A DAY IN THE LIFE

So, what does ‘all in a day’s work’ look like to a Wing Expert in this role? Your day could shape up somewhat like this:

  • Work from home on Fridays
  • Travel 5% - 10%
  • May involve responding to escalated guest concerns outside of normal business hours.
  • Use of analytic tools; must be proficient in Excel and PowerPoint.
  • Frequent use of a computer and other technology essential to the successful completion of your everyday role responsibilities, often in a seated position.
  • Frequent use of mental energy while gathering, documenting, analyzing, and communicating information with cross-functional colleagues, vendors, and extended Wingstop team.
  • Able to shift priorities among simultaneous projects, while upholding quality and sense of urgency.
  • Active participation in key meetings to share insights and updates both internally and with vendors.

BENEFITS

FLAVOR PERKS:

  • Unlimited paid time off for exempt employees
  • One paid volunteer day of your choice
  • Competitive bonus structure for eligible roles
  • Team member stock purchase plan
  • Health savings or flexible spending account options
  • 401k – (dollar for dollar on the first 3% and then 50 cents on the dollar for the next 2% for team member contributions up to 5% of eligible compensation)
  • Comprehensive medical, dental, and vision benefits
  • Basic life and AD&D insurance provided
  • Pet insurance
  • Education Assistance
  • Wellness reimbursement program
  • Paid maternity and paternity leave

FUN IS THE BEST FLAVOR:

  • Lunch provided every Tuesday and Thursday in office
  • Work from home Fridays
  • Discount on Wingstop gift cards
  • Discounted onsite dry cleaning
  • Discounted onsite car detailing
  • Onsite game room and patio

Wingstop provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

Apply now
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