Guest Experience Analyst

The Guest Experience Analyst owns the guest feedback and experience program for a startup company, ensuring customer insights are captured, analyzed, and translated into meaningful improvements across the business. This role manages the full feedback loop—from monitoring sentiment to delivering actionable insights that enhance service, operations, and the overall guest journey.
Partnering cross‑functionally with operations, marketing, and leadership, this role identifies trends, addresses service gaps, and supports continuous improvement initiatives. As part of the Technology team, the Analyst also supports store operations and new store openings, including limited on‑call weekend support (training provided).
Key Responsibilities:

-Build and manage a comprehensive guest experience program across surveys, online reviews, and social media
-Monitor and respond to customer feedback with empathy and professionalism
-Analyze qualitative and quantitative feedback to identify trends, issues, and opportunities
-Develop reports and dashboards for new and existing locations, translating insights into actionable recommendations
-Partner with cross‑functional teams to prioritize and implement experience improvements
-Establish and track guest experience metrics and measure the impact of feedback‑driven initiatives
-Support store operations and new store openings, including periodic on‑call weekend coverage (up to 3 days/month)

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

· Bachelor’s degree in MIS, Communications, Marketing, Statistics, or a related field preferred
· 1–2 years of professional experience in customer experience, guest relations, hospitality, operations, business analysis, or a similar role
· Strong written and verbal communication skills with the ability to respond to guests professionally and empathetically
· Analytical mindset with the ability to interpret data and feedback and translate it into actionable insights
· High attention to detail with strong organizational skills
· Ability to manage multiple priorities in a fast-paced environment
· Proficiency in Excel and PowerPoint

-Experience with dashboards or data visualization tools
-Experience with survey tools, CRM systems, or review platforms

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.