Sr. Analyst, Guest Care, Popeyes

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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

The Sr. Analyst supports the reporting, analytics, and operational insights functions for Guest Care and customer support programs across Popeyes Louisiana Kitchen (PLK) for US and Canada. This role is also responsible for developing and maintaining reporting that measures guest satisfaction, ticket performance, remediation activity, and vendor operations.

The Sr. Analyst partners closely with the Guest Care Manager, Loyalty, Operations, and Data teams to deliver accurate reporting, identify operational trends, and support data-driven decision-making. This role requires strong SQL and analytical capabilities, attention to detail, and the ability to translate business requirements into scalable reporting solutions.

RBI follows a 5 day, in-office work schedule to support collaboration. Candidates will be expected to work onsite 5 days per week out of our office in Miami, FL.

What You'll Do:

• Build and maintain dashboards and recurring reports that measure guest care performance, support operations, and customer experience across RBI brands.
• Analyze guest feedback, satisfaction metrics (CSAT/CES), contact drivers, and operational trends to identify opportunities for improving the guest experience.
• Develop and optimize SQL queries to connect customer support, loyalty, order, and operational data into actionable insights.
• Ensure reporting accuracy by validating data, business rules, calculations, and metric definitions across multiple data sources.
• Identify trends related to guest satisfaction, escalations, remediation, fraud, and operational performance, providing recommendations to improve business outcomes.
• Partner cross-functionally with Guest Care, Loyalty, Operations, Product, Engineering, and Data teams to deliver reporting solutions and support strategic initiatives.
• Present analytical findings and business insights to technical and non-technical stakeholders through dashboards, reports, and executive-ready presentations.
• Support ad hoc analyses, business reviews, and operational deep dives to help drive data-informed decision making and continuous improvement.

What You'll Need To Succeed:

• 2+ years of experience in analytics, reporting, customer operations, business intelligence, or related functions.
• Bachelor’s degree is preferred in Analytics, Business, Information Systems, Statistics, Economics, or a related field.
• Strong SQL skills, including joins, aggregations, conditional logic, CTEs, filtering, and date/time handling.
• Experience working with Zendesk or comparable customer support platforms preferred.
• Understanding of customer experience metrics such as CSAT, CES, and operational support KPIs.
• Strong analytical thinking and problem-solving abilities with high attention to detail.
• Experience validating data accuracy and reconciling reporting discrepancies across systems.
• Ability to communicate technical findings clearly to operational and business stakeholders.
• Proficiency in Microsoft Excel and experience with dashboarding or BI reporting tools preferred.
• Experience within QSR, retail, hospitality, loyalty, e-commerce, or customer support environments preferred.

#Popeyes

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.