Sr. Insights & Intelligence Analyst
The Insights & Intelligence Analyst will execute the intelligence foundation that enables Red Robin to better understand its guests, competitors, market dynamics, customer experience, and business performance. Equal parts intelligence analyst, dashboard builder, storyteller, and strategic thought partner, this role will create the reporting frameworks, dashboard ecosystems, scorecards, and intelligence programs leadership relies on to make informed business decisions.
This role will provide ongoing support and performance visibility across Marketing, Loyalty, CRM, Paid Media, Culinary, Pricing, Customer Experience and Operations. The analyst will be responsible for aggregating customer, operational, competitive, market, and guest experience insights across the organization to produce enterprise reporting, business reviews, and actionable recommendations.
The Insights & Intelligence Analyst will help build a new generation of intelligence capabilities for Red Robin by integrating data and insights from customer experience platforms, customer engagement platforms, guest feedback systems, digital platforms, loyalty programs, social listening platforms, market intelligence sources, and competitive intelligence tools into a unified business intelligence ecosystem.
This position will both build something new while supporting critical initiatives such as customer experience improvement, customer retention, loyalty engagement, menu innovation, pricing strategy, First Choice decisioning, market intelligence, competitive intelligence, and executive business reviews. Success requires a builder mindset and comfort operating in an environment where reporting frameworks, intelligence programs, dashboards, and business review processes are actively being developed.
The role will partner closely with Marketing, Culinary, Pricing, Customer Experience, Operations, Finance, Loyalty, and CRM while helping establish and scale Red Robin's Growth, Intelligence & Decisioning capability.
Essential Functions of the Job
Customer Experience & Voice of Customer Intelligence
- Analyze customer experience, guest feedback, Voice of Customer, loyalty, customer satisfaction, and sentiment data across multiple sources.
- Monitor customer experience performance and identify opportunities to improve guest satisfaction, retention, engagement, and loyalty.
- Develop recurring reporting on customer experience trends, guest feedback themes, customer pain points, and service opportunities.
- Aggregate and synthesize customer experience insights from customer feedback platforms, guest relations systems, review platforms, and operational data sources.
- Partner with Customer Experience, Operations, Marketing, Loyalty, and Culinary teams to translate customer insights into actionable business recommendations.
- Identify emerging customer needs, behavioral shifts, and experience opportunities through structured intelligence programs.
- Support customer journey analysis and identify opportunities to improve guest engagement throughout the customer lifecycle.
Market, Consumer & Competitive Intelligence
- Develop recurring competitive intelligence reporting to monitor competitor performance, promotional activity, menu innovation, pricing actions, and market trends.
- Monitor industry benchmarks, market intelligence, consumer trends, and category performance to identify opportunities and risks.
- Support Marketing, Culinary, Pricing, Loyalty, and Customer Experience with ongoing business intelligence and market insights.
- Aggregate customer, market, competitive, and operational intelligence into actionable business recommendations.
- Identify emerging industry trends, shifts in consumer behavior, and competitive threats that may impact business performance.
- Develop intelligence frameworks that support strategic planning, innovation, pricing, menu development, customer acquisition, and retention initiatives.
- Provide intelligence support for First Choice and enterprise decisioning initiatives.
Reporting, Dashboarding & Business Intelligence
- Build dashboards, scorecards, and reporting frameworks supporting Marketing, Loyalty, CRM, Customer Experience, Culinary, Pricing and Operations.
- Create recurring business reviews that communicate performance drivers, opportunities, and risks.
- Develop self-service reporting environments that improve visibility and accessibility of business intelligence across the organization.
- Establish KPI governance, reporting standards, and performance measurement frameworks.
- Create and maintain scorecards supporting enterprise performance management.
- Support recurring reporting on customer engagement, loyalty performance, customer experience, menu performance, pricing performance, and marketing effectiveness.
- Ensure reporting outputs are scalable, repeatable, trusted, and aligned to organizational goals.
- Translate complex datasets into visualizations, narratives, and business stories that support decision making.
Intelligence Integration & Strategic Storytelling
- Connect customer, loyalty, customer experience, operational, competitive, digital, and market intelligence into cohesive business narratives.
- Develop presentations and intelligence summaries that support strategic discussions and business reviews.
- Translate analytical findings into clear business implications and recommended actions.
- Serve as a strategic thought partner to stakeholders by helping interpret trends, understand business performance, and prioritize opportunities.
- Support quarterly planning, annual planning, and strategic business reviews through actionable intelligence and reporting.
- Build scalable intelligence processes and frameworks that improve organizational decision making.
What Success Looks Like
- Leadership has clear visibility into customer, market, competitive, and business performance through trusted reporting, dashboards, and intelligence programs.
- Customer experience, Voice of Customer, competitive, and market intelligence are translated into actionable recommendations that influence business decisions.
- Reporting and dashboard ecosystems provide a consistent source of truth across Marketing, Loyalty, CRM, Culinary, Pricing, Customer Experience, and Operations
- Customer feedback, social listening, guest reviews, market intelligence, and operational performance data are integrated into a unified intelligence framework.
- Business reviews, scorecards, and KPI reporting create alignment and accountability across teams.
- Stakeholders have self service access to trusted dashboards and reporting that support both strategic planning and day to day decision making.
- Emerging customer, competitive, operational, and market trends are proactively identified and communicated before they become business challenges.
- Customer experience and Voice of Customer insights drive measurable improvements in guest satisfaction, retention, and engagement.
- Intelligence is presented through compelling storytelling that enables leaders to quickly understand opportunities, risks, and recommended actions.
- The analyst becomes the trusted intelligence partner across Marketing, Loyalty, CRM, Culinary, Pricing, Customer Experience and Operations.
- The role helps establish and scale Red Robin's enterprise Growth, Intelligence & Decisioning capability.
What You Bring (Requirements)
- 3 to 5 years of experience in business intelligence, customer insights, reporting, customer experience analytics, market intelligence, consumer insights, or related analytical disciplines.
- Strong experience building dashboards, scorecards, reporting frameworks, and business intelligence solutions using Power BI, Tableau, Looker, or similar platforms.
- Experience synthesizing information from multiple data sources into actionable business insights and recommendations.
- Strong analytical skills with the ability to identify trends, patterns, opportunities, and business risks.
- Experience developing executive ready reporting, presentations, and business reviews.
- Ability to translate complex data and analytical findings into clear and compelling business narratives.
- Experience supporting customer experience, loyalty, marketing, digital, operational, or commercial performance reporting.
- Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
- Effective communication skills with the ability to work across technical and non technical stakeholder groups.
- Curiosity, attention to detail, and passion for understanding customer behavior and business performance.
- Builder mindset with the ability to establish new reporting standards, intelligence frameworks, dashboards, and business review processes from the ground up.
Nice to Have (Preferred requirements)
- Experience in restaurant, hospitality, retail, ecommerce, loyalty, subscription, or multi unit consumer businesses.
- Experience working with customer experience platforms, Voice of Customer programs, guest feedback systems, or customer satisfaction measurement programs.
- Familiarity with customer data platforms, loyalty platforms, customer engagement platforms, and digital commerce ecosystems.
- Experience supporting customer experience, loyalty, menu, pricing, digital, media, customer growth, or operational performance reporting.
- Experience with social listening, reputation management, review monitoring, or sentiment analysis platforms.
- Familiarity with consumer research, competitive intelligence, market intelligence, and industry benchmarking tools.
- Experience building executive scorecards, KPI governance processes, and recurring business review reporting.
- Experience translating customer, competitive, and operational insights into strategic business recommendations.
- Exposure to customer segmentation, customer journey analysis, customer retention reporting, or customer behavior analytics.
- Experience working with enterprise data warehouses, cloud analytics environments, or modern business intelligence ecosystems.
Compensation Range: $81,000.00 - $111,450.00
Red Robin is an Equal Opportunity & E-Verify Employer
