guest insight analyst

london
| hybrid 3 days a week | competitive salary + 10% bonus |

at wagamama,
food is life
and we're here to make every bite count. with over 165 restaurants across the UK (and growing fast) we've been dishing up vibrant, fresh asian inspired flavours since '92. it's all about good food, good vibes, and good company

were looking for a
guest insight analyst
to join us on our journey ready to dive in and stir things up?

purpose |

the commercial strategy and insights team at wagamama is essential for driving business growth by analysing market trends, customer preferences, and competitive landscapes. as a key support to cross- function teams, we help shape long-term strategies, monitor performance, gather customer insights, and drive forward innovation to enhance operations and dining experiences. additionally, we track brand and market performance, provide competitive intelligence, and collaborate with other departments to ensure strategic alignment and successful execution. our team helps wagamama stay competitive, exceed customer expectations, and achieve long-term success

our guest insights analyst is a highly motivated team player, alongside supporting the insight + strategy team and particularly the senior guest insight manager. this role owns site-level requests, the HGEM tool and other site-level tools such as wifi footfall tracking as well as the day to day management of HDI and brand vue (our continuous data reporting
)

what you'll do |

• Restaurant Performance Metrics Ownership: Manage and analyse performance metrics, including HGEM, internal Net Promoter Score (NPS), to drive continuous improvement (kaizen). Ensure the survey and reporting remains up to date and supports key business initiatives
• Restaurant Performance Tool Ownership: In addition, be the expert on how our tools interface with the CRM database and the till, being the guardian of accurate data flows, ensuring efficient reporting for all stakeholders
• Regional and Operational Support: Provide support for regional requests and operational teams, ensuring data-driven insights are available to inform decision-making.
• Site-Level Analysis: Conduct site-level analysis using HDI and LDC platforms (plus other relevant data sources(, providing actionable insights to enhance site performance.
• Tool Management: Oversee smaller analytical tools, such as WiFi tracking, to gather and interpret data on customer behaviour and preferences.
• HDI: day to day data management and reporting of performance in support of senior guest insight manager
• Brand vue: day to day management and reporting of ours and competitor brand health in support of senior guest insight manager
• Voice of the customer reporting: own the creation and reporting of the voice of the customer scorecard monthly and quarterly deep dive driving insight into action to ensure continuous improvement
• Price Scraping: supports price scraping to monitor competitive pricing and market trends, ensuring the company remains competitive

what you'll need |

• the ideal guest insight analyst demonstrates a high level of proactivity and support to teams, consistently taking initiative to drive site level performance + the sustainability agenda
• thinking guest-first is key in all projects, ensuring their voice drive decision-making and is demonstrated through clear, actionable insight
• being curious about data and possessing strong analytical thinking skills are essential. this role requires a proactive approach to exploring data, constantly seeking new sources and opportunities to gather valuable information. analytical thinking involves critically examining data to uncover patterns, trends, and insights that drive informed decision-making. a questioning attitude is crucial to delve deeper into the data
• they support project delivery by collaborating effectively across departments, ensuring timely and successful outcomes. this role requires the ability to provide constructive challenges, fostering a culture of continuous improvement (kaizen)
• accuracy and trust are paramount, as this role must deliver precise and reliable data and recommendations
• additionally, this role excels in matrix working environments, seamlessly navigating organisational structures to achieve strategic goals
• the insights analyst role requires advanced excel skills, including proficiency in data analysis, pivot tables, vlookup, and complex formulas to manage and interpret large datasets. the ability to create detailed models, forecasts, and performance reports is essential.
• be a key user trained in our platforms branduve, hgem, HDI – as well as other data tools where necessary

what's in it for you |

• competitive salary + 20% bonus potential
• hybrid working
• come as you are culture, with modern offices, fresh fruit and soft drinks
• £200 monthly wagamama food allowance — enjoy all your favourite dishes on us
• private healthcare
• 3% pension contribution
• 25 days holiday plus bank holidays
• • further discounts across retail, hospitality & leisure — perks that make life sweeter
• Supporting you every step of the way family-friendly pay: 26 weeks full pay + 13 weeks half pay for expectant or adopting parents

nothing brings people together like great food. no matter where you're from or who you are, you've got a seat at our table | because food is the ultimate connector, and here everyone belongs