Senior Guest Experience Analyst

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.

WHAT WE’LL NEED

The Senior Guest Experience Analyst is responsible for turning guest and operational data into actionable insights that drive loyalty, operational consistency, and revenue growth. This role leverages advanced analytics, natural language processing (NLP), and VoC platforms to decode sentiment, identify root causes, and deliver clear recommendations to leaders and operators.

Key Responsibilities

• Analyze Feedback at Scale – Use AI/NLP tools to decode surveys, reviews, and guest cases, surfacing trends and pain points.
• Connect Guest Ops Data – Link CX metrics (NPS, CSAT, CES) with operational KPIs to uncover root causes of guest dissatisfaction.
• Develop Dashboards & Reports – Build compelling dashboards and deliverables in Tableau, Power BI, or similar platforms.
• Generate Actionable Insights – Translate data into recommendations that operators and leaders can act on immediately.
• Benchmark & Innovate – Track QSR industry trends and emerging analytics tools, ensuring Wingstop stays ahead in how we listen and act on guest feedback.
• Bachelor’s degree in Data Analytics, Business, Statistics, or related field; Master’s a plus.
• 5–7 years of experience in customer/guest experience analytics, ideally in QSR, retail, or hospitality.
• Proficiency with BI/analytics tools (Tableau, Power BI, Excel) and VoC platforms.
• Experience with text analytics, NLP, or sentiment analysis (Python, R, or cloud-based AI tools a plus).
• Strong data storytelling and visualization skills — ability to make insights clear for non-technical stakeholders.
• Proven track record of influencing decisions with data-driven recommendations.

WHAT YOU’LL NEED

• Bachelor’s degree in Data Analytics, Business, Statistics, or related field; Master’s a plus.
• 5–7 years of experience in customer/guest experience analytics, ideally in QSR, retail, or hospitality.
• Proficiency with BI/analytics tools (Tableau, Power BI, Excel) and VoC platforms.
• Experience with text analytics, NLP, or sentiment analysis (Python, R, or cloud-based AI tools a plus).
• Strong data storytelling and visualization skills — ability to make insights clear for non-technical stakeholders.
• Proven track record of influencing decisions with data-driven recommendations.

WHO YOU ARE 

No job is too small. You recognize that the real work happens in the restaurants, and everything we do should support their success. You stay humble, roll up your sleeves, and always look for ways to support. You learn from others and contribute wherever you can.

You care deeply about doing great work and driving results. You’re curious, ask questions, and seek out opportunities to improve. You don’t just point out problems—you bring solutions, ideas, and perspectives that move the team forward.

You take full responsibility for your work and see things through to completion. You aren’t afraid to fail because you know that failure is a part of learning and growth. You take action, move fast, and keep pushing forward.

You lead with empathy, respect, and emotional intelligence. You collaborate effectively, fostering a culture of trust and constructive feedback. You understand the importance of teamwork and ensure that your actions build others up rather than break them down.

You push yourself and others to be better. You embrace healthy conflict, knowing that great ideas and strong teams emerge from honest, constructive conversations. You believe that leaders create leaders and are committed to fostering a culture of growth, challenge, and continuous improvement.

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

   

• Discount on Wingstop gift cards

• Onsite game room

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.