Guest Insights & Research Specialist

Job Description:

POSITION SUMMARY:

The Guest Insights and Research Specialist supports Portillo’s guest insights and ad hoc survey program, Portillo’s Listens, by handling day-to-day activities, assisting with program enhancements, and ensuring survey processes run smoothly. Reporting to the Senior Manager of Insights and Innovation, this role contributes to the growth of Portillo’s guest insights function and the Strategy team’s capabilities through frequent data analysis that informs brand tests, initiatives, and implementations.

Key responsibilities include coordinating survey administration and user requests, writing and updating survey questions, analyzing guest feedback data across multiple sources, and compiling insights into presentation-ready formats for senior leadership.  The Specialist also plays a role in supporting in-person research efforts including guest panels, focus groups, and intercepts. 

The ideal candidate is passionate about data, curious, and energized by uncovering insights that solving problems. They are flexible in shifting between projects, prioritize effectively, and work collaboratively with a team-first approach. 

CORE RESPONSIBILITIES

Enable our Purpose to create lifelong memories by igniting the senses with unrivaled food and experiences:

Greatness:  We’re obsessed with being the best and work hard to continuously improve.  Our greatness is rooted in Quality, Service, Attitude and Cleanliness

• Contribute to the Strategy team in identifying critical insights that influence key Portillo’s initiatives and continually elevate the experience for both guests and team members
• Administer Portillo’s Listens guest experience platform, powered by Qualtrics:

• Set up new restaurants, managers, and team members
• Maintain accurate management and market hierarchy
• Write and edit survey questions, make survey updates, and manage embedded survey data
• Partner with the vendor to implement enhancements, implement new capabilities including AI, and resolve technical issues
• Facilitate training for new and existing users and as needed
• Assist with future Portillo’s Listens technology or platform needs as they arise

Family:  Work together to make everyone feel at home, and we step up when someone needs help

• Build and maintain additional Qualtrics-based projects to support the Strategy team and other Portillo’s departments
• Support cross-functional surveying and guest insights needs from data collection to presentation of results
• Partner with Operations, Operations Services, People ,Finance, and Strategy teams on topics such as operational initiatives and pricing studies

Energy:  We move with urgency and passion, while maintaining attention to detail and Fun:  We entertain our guests, we connect authentically, and we make each other smile

• Support the Strategy team with primary and secondary research collection including but not limited to:

• Writing surveys, planning events, and coordinating execution for Portillo’s Taste Team panels, focus groups, and guest intercepts
• Providing on-site support for Portillo’s Taste Team guest panels and focus groups at Portillo’s Innovation Center in Aurora and other locations
• Conducting in-person guest intercepts at a variety of Portillo’s restaurants

Fun: We entertain our guests, we connect authentically, and we make each other smile

• Help source panelists for Portillo’s Taste Team and help manage RSVP communications
• Assist in sourcing and interpreting secondary economic, market and consumer research as needed
• Other duties as assigned

ORGANIZATION RELATIONSHIPS

This position reports to the Senior Manager of Insights & Innovation on the Strategy team and regularly interacts with the Strategy, Operations, Marketing, People, Information Technology, and Finance teams.

QUALIFICATIONS

Educational Level/Certifications

• Bachelor’s degree

Work Experience, Qualifications, Knowledge, Skills, Abilities

• A critical thinker with at least 1-2 years of relevant experience that can evaluate information, apply knowledge, and solve problems
• High proficiency in Microsoft Office Suite, especially Excel and PowerPoint
• Outstanding writing, organization, and communication skills with a strong attention to detail
• Ability to communicate clearly by listening, sharing information concisely with purpose, and being open to opinions
• A strong work ethic with a balance of hard and soft skills
• Ability to build relationships by establishing connections with others to build trust, share ideas, and accomplish work
• Demonstrated ability to prioritize and think strategically; define and successfully execute tactics
• A proven self-starter who follows up proactively and holds self and others accountable to meet goals and deadlines
• Ability to receive and implement feedback to lead change, set goals for change, and lead purposeful adaptations to work
• Previous experience working with Qualtrics, SMG, JavaScript preferred
• Previous experience working in the restaurant or market research industries preferred
• A desire for constant improvement and continued learning in the field of marketing, customer experience, and advanced analytics
• Desire to inspire others through vision, confidence, challenge, and recognition
• A genuine love for the Portillo’s brand

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job.  This is not intended to be an exhaustive list of all the responsibilities, duties and skills required.  The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.