Business Analyst CX

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sweetgreen is a seasonal fast-casual restaurant company on a mission to change the way people think about food. With a strong sense of passion and purpose, we're working to revolutionize our industry and the food system. We make delicious, real food from scratch in our kitchens every day, which supports local farmers and helps us create authentic, meaningful connections with our guests.
We're looking for a Business Analyst, CX to serve as a business partner for sweetgreen's customer experience (CX) and cross-functional teams. In this role, you'll be a key partner along with CX and technology leadership in developing and realizing a CX automation strategy. You will mature CX tooling enabling efficiencies to provide 5 star customer experiences for our guests and agents. You will become a subject matter expert in our CX tooling, and partner with internal and external development teams to deliver and implement critical CX system improvements.
As a CX Business Analyst, you will seek to understand + build scalable solutions for the three audiences you serve: the sweetgreen customer, the internal CX agent + Ops stakeholders.
Your solutions will enable our CX team to produce outstanding 5-star experiences for our customers; and for operators to learn-forward. You will use a mix of tactical, analytical, and execution skills to lead strategy on how customer data enables a holistic CX ecosystem inclusive of integrations, case routing and workflow simplification to improve the tech stack for a fast-growing restaurant company. You will also understand the connection between business units and their supporting systems. You'll work closely with stakeholders and teams to ensure that the solutions support their business requirements. This role is an excellent opportunity to make a big impact helping to improve our CX function and scale our business.
Responsibilities:
• CX tooling product roadmap, inclusive of strategy, planning and execution.
• Develop world-class customer contact journies that are both efficient for the business & CX team and simple for the customer. Be a student of the game, evaluating best in case user journeys, while using your own creativity to push the envelope and differentiate sweetgreen's digital recovery.
• Be day-today contact with key vendors and software providers to leverage best-in-class solutions.
• Identify opportunities and implement enhancements to system administration, architecture, workflows and processes for CX Stakeholders.
• Lead development initiatives for multiple complex and critical business processes/systems that require design, implementation or integration of technical solutions for the CX team.
• Coordinate and collaborate across both internal and external partners to develop technical solutions for seamless CX integrations with multiple business systems .
• Drive the technical implementation of various CX project initiatives, such as streamlining customer feedback capturing and case categorization from various support channels.
• Build and maintain strong expertise in system administration and serve as a key resource for CX.
• Become an expert in sweetgreen support processes, routing, data collection, feedback, and agent interactions.
• Monitor and report on performance of tools and system changes through a CX lens and related customer/agent feedback.
Qualifications:
• Experience administering and configuring customer support software (e.g. Kustomer, Twilio, Salesforce, Zendesk, etc.); Expert level knowledge of Kustomer preferred.
• 5+ years of experience as a project coordinator/manager, systems analyst, or business analyst in the technology domain (preferably retail/restaurant).
• Ability to learn new technologies quickly and multitask on various simultaneous projects.
• Impeccable design-thinking to stand up solutions that feel stress-free, simple & delight our customer .
• Exceptional problem solving with a data driven approach; demonstrated ability to solve complex technical issues and develop thoughtful solutions.
• Proactively seeks opportunities for continuous improvement and learning.
• Excellent project management skills with outstanding attention to detail.
• Can quickly evaluate current systems and processes to identify optimization opportunities, solutionize, and implement requirements.
• Highly adaptable and able to thrive in a dynamic, fast-paced environment.
• Strong knowledge and experience with performing system configuration and best practices.
• Ability to collaborate and build effective relationships at various levels and across different roles in the organization.
What you'll get:
• Three different medical plans to suit your and your family's needs
• Dental and Vision insurance
• Flexible PTO plan
• 401k; company match of 50% up to 3% of employee contribution
• 5 months paid family leave; we believe in fully supporting new parents
• Employee HSA and FSA
• Complimentary greens
• An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
• To live the sweetlife and celebrate your passion + purpose
• A collaborative team of people who live our core values and have your back
• A clear career path with opportunities for development, both personally and professionally
• Free sweetgreen swag
Come join the sweetlife!
About sweetgreen
sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen, our 3,500 team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we're committed to leaving people better than we found them. We're in the business of feeding people, and we're out to change what that means.
sweetgreen 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.
sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.
All candidates for roles in markets where either sweetgreen or the local jurisdiction mandates full vaccination against COVID-19 to work in our restaurants must as a condition of employment provide proof of full vaccination with an FDA authorized and/or approved COVID-19 upon hire, subject to a reasonable accommodation being granted. For roles in all other markets, full vaccination against COVID-19 is preferred.

Read the full job description and apply online on the recuiter's web-site

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