Senior Analyst, Employee Experience

CULTIVATE A BETTER WORLD

Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

THE OPPORTUNITY

As the Senior Analyst, Guest & Employee Experience, you will serve as a subject matter expert (SME) of the Employee Center (ESC) operational processes, systems, training materials, and departmental expectations. In this role, you will collaborate with the Quality Assurance (QA) Analysts and Business Process Outsourcing (BPO) team to ensure agent comprehension by leveraging feedback to deliver targeted coaching for individuals. You will be responsible for creating, maintaining, and facilitating comprehensive training materials for both internal and external partners. Additionally, this position develops and maintains comprehensive reporting in CRM/excel to identify training & operational trends.

WHAT YOULL DO

• Strong candidates are reliable self-starters - motivated by what they can achieve and how they will impact the company.
• Serve as the SME of ESC operational processes, systems, training materials, and department expectations.
• Create and maintain all forms of ESC training materials while also facilitating all required training sessions for our internal staff and our BPO.
• Ensure training material format is productive, clear, and efficient; training material formats will include longform and shortform written content, knowledge-based articles, video tutorials, snippets and knowledge checks.
• Serve as a mentor and first point of contact to the coordinator and the BPO teams, providing coaching, feedback and guidance on cases and training materials as needed.
• Serve as a champion for change for departmental projects, speaking and leading to influence enterprise projects for the ESC.
• Develop and maintain reporting and dashboards with CRM and Microsoft Excel.
• Analyze reporting data to identify opportunities for procedural improvements that enhance the employee experience.

WHAT YOULL BRING TO THE TABLE

• High school diploma or general education degree (GED) required.
• Associate degree from 2-year college or bachelors degree (BA/BS) from 4-year College or University preferred.
• 5+ years experience in a fast-paced contact center atmosphere.
• 3-5 years experience in a training or learning and development role preferred.
• 3-5 years experience working with outsourced BPO or agency partners preferred.
• Customer focused problem solving through critical thinking, sound judgement and decision making for issue resolution in high stakes situations.
• Demonstrated ability to lead through change.
• Demonstrated ability to be self-starting, proactively raising visibility and solutioning to training and process improvement opportunities.
• Demonstrated ability to leverage internal knowledge and business acumen to drive positive and productive outcomes.
• Communication competence with ability to understand, interpret then accurately respond to varied inquiries both repetitive and complex in nature.
• Proficient with MS Office - Excel, Word, PowerPoint, & Outlook.

PAY TRANSPARENCY

A reasonable estimate of the current base pay range for this position is $60,000.00$81,000.00. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit for more details.

WHO WE ARE

Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. With employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit WWW.CHIPOTLE.COM

Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply.

Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ... if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests.