Customer Insights & Analytics Lead

We’re looking for a strategic, influential, and analytical Customer Insights & Analytics Lead to help Sweetgreen deeply understand our new and existing customer behavior, menu and pricing opportunities, and offers and loyalty program performance, and to uncover data-driven opportunities that fuel growth. This role is responsible for turning data into actionable insights that inform decision-making across marketing, loyalty, creative, menu, and CX teams.

Key Responsibilities

This role will be the critical driver of the ‘data - insights - action’ loop to drive faster decision making that enables growth of the brand and the business. The ideal candidate will be excited to pioneer and build a new function within Sweetgreen with strong cross-functional alignment and influence. The key responsibilities of the role include: 

• Leadership and Influence
• Deliver the insights and analysis that inform Sweetgreen’s customer strategy, content, menu, promotions, and brand decisions.
• Lead insights strategy and expand both quantitative and qualitative insights and analysis capabilities in partnership with our Data Science and Analytics Team. Develop sweetgreen’s AI-driven insights toolkit and customer research practices, improving visibility into customer needs and behavior, fueling faster testing pipelines, and identifying cultural and competitive trends.
• Translate complex data into compelling stories and executive-level presentations. Collaborate cross-functionally across Marketing, Product, Engineering, Finance, and Store Ops analytics and leadership teams to present holistic perspectives and solutions.
• Customer Insights & Segmentation
• Analyze customer data across the business (customer history, product analytics, customer engagement, and VoC) to identify key growth opportunities via acquisition, retention, and increased LTV. 
• Recommend and leverage leading-edge technologies to inform target customer segments and drive customer behavioral change.  
• Analyze customer behavior and the link to menu engagement and marketing calendar performance to understand drivers of frequency, spend, and churn.
• Guide creation of key customer journeys, use occasions, and personas to inform marketing and product strategies.
• Own customer measurement and reporting strategy to provide ongoing measurements of business health, shifts in customer patterns, and loyalty and CRM performance.
• Marketing Performance Analytics
• Evaluate the effectiveness of marketing campaigns in driving customer behavior change across owned, earned, and paid channels (e.g. increased frequency, share of voice, share of wallet, etc)
• Partner with the Finance team to define investment guardrails and determine ROI for marketing spend. Establish a regular reporting framework that can speed decision-making and help optimize marketing investment.
• Drive a holistic understanding of performance across ordering channels (in-store, digital, marketplace, etc) to inform areas of focus and strategic need.
• Personalization & Predictive Analytics
• Drive a deeper near-real-time understanding of CRM, Loyalty, and personalized marketing performance. 
• Measure incrementality and effectiveness of loyalty offers and content personalization.
• Ideate and evaluate strategic test opportunities in partnership with CRM, Loyalty, and Product.
• Partner with retention marketing and analytics teams to move to a more predictive, personalized, and AI-driven approach to mitigate churn and drive customer frequency.

Qualifications

• 7-10 years in analytics or strategy roles, with at least 2 years leading an analytics function
• Proven ability to influence stakeholders through data storytelling. 
• Strong business acumen with a bias toward action and results.
• Strong SQL and data visualization skills (e.g., Tableau, Hex, Power BI, Alteryx) - the ideal candidate needs to be able to do the work as well as direct the work
• Experience with established marketing analytics platforms (e.g., Google Analytics, Braze, Amplitude) and a familiarity with emerging predictive analytics platforms
• Hands-on experience utilizing enterprise data lake platforms (e.g., Snowflake)
• Experience in consumer brands, QSR/restaurant, or retail industries is a plus.

What Success Looks Like

• Real-time analytics that help the organization make faster decisions. This role is critical to informing the annual planning process and the adjustments that need to be made along the way. This role will deliver clear visibility into the drivers of customer behavior and how they relate to menu, pricing, and the personalization of the experience.
• Data-backed recommendations that drive measurable business impact - This role will improve Sweetgreen’s ability to understand the impact of marketing and experience initiatives, creating a feedback loop for the business.  Based on the strong cross-functional partnerships this leader builds, we will drive greater confidence in marketing and menu initiatives with a clear link to business impact. 
• Establish a culture of test-and-learn and customer-first decision-making. The ideal candidate will be insanely curious about the Sweetgreen customer and what drives their behavior in our restaurants. This role will be responsible for driving a culture that prioritizes testing, with results that scale with accuracy across the entire business.

What you'll get:

• Highly competitive pay + bonus plan
• Three different medical plans to suit your and your family's needs
• Dental and Vision insurance
• Flexible PTO plan
• 401k program
• 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.