web analytics

Sr. Lead Analyst, User Experience


Chick-fil-A is a restaurant chain with a passion for service.


As part of the Customer and Market Insights team at Chick-fil-A, it is our role to capitalize the Customer and provide meaningful insights that fuel innovation around service, product development, messaging and experience. The role of Sr. Lead Insights Analyst for Digital User Experience will be responsible for establishing digital UX analytic capabilities for the team. This analyst will be integral in identifying pain points and opportunities within our Web and CFA One App experiences and will establish best practices for design of experiments as we evaluate digital design changes. We are looking for a highly collaborative individual that is willing to spend time learning and evaluating the data while maintaining a strategic perspective about ways to strengthen UX analytics through tools, platforms, and partnerships.


  • Develop and establish UX Analytics strategy for Chick-fil-A
  • Become Subject Matter Expert about digital experience data
  • Work with cross-functional teams to identify and maintain data quality (e.g., Customer Digital Experience and IT)
  • Create a baseline understanding of the digital user experience performance and build a process to streamline measurement
  • Benchmark marketing metrics against relevant standards and competitors to inform KPI development
  • Lead qualitative and quantitative User Experience research to optimize user experience and inform design. *Establish Test Design/ Design of Experiment capabilities and strategy
  • Use data mining and other analytical techniques to identify and suggest optimization opportunities for the digital user experience to inform the roadmap of innovation and improvement
  • Scale UX analytics through use of 3rd party support
  • Develop and refine techniques used to measure digital engagement, conversion and trends for marketing efforts, including campaigns and ongoing programs
  • Lead efforts to integrate Wed and App analytics platforms to enable omni-channel insights
    Ensure timely delivery of reporting and insights, and build user-friendly answers to basic marketing questions

Minimum Qualifications

  • 3.2 GPA minimum
  • Familiarity with digital marketing platforms, tag management systems and content management systems, common website analytics platforms, mobile site and mobile app analytics platforms
  • Experience partnering well with cross-functional teams, being highly collaborative with ability to build strong relationships
  • Strong skills in hypothesis generation, data identification, statistics and testing principles
  • Ability to turn insights into business use cases for innovation
  • Familiarity with survey research techniques and VOC tools (e.g., Qualtrics)
  • Familiarity with common UX tools
  • Strong written and verbal communication skills
  • Ability to do analytic modeling using methods such as basic statistics, software-assisted segmentation and linear regression
  • Ability to aggregate, standardize, interpret and model data, and to work independently within a data warehouse or decentralized environment
  • Keen eye for detail and for the thoughtful investigation of data prior to relying on it for analysis or modeling
  • Ability to be a quick and versatile learner
  • Ability to maintain focus on the business context and key decisions to be made
  • Advanced Excel skills (pivots, tables and functions)
  • Familiarity with database queries and programming languages (e.g., SQL, Python and R)
  • Basic knowledge of common statistical analysis methods (e.g., propensity, classification, text mining and sentiment analysis) and tools (e.g., SAS and SPSS)
  • Familiarity with visualization methods and dashboard tools (e.g., Tableau)

Preferred Qualifications

  • 5+ years in Digital Analytics role and/or experience with marketing data

Minimum Years of Experience


Travel Requirements


Required Level of Education

Bachelor’s Degree

Preferred Level of Education

Masters Degree


Finance, Accounting, Mathematics, Statistics, Industrial Engineering, Business Analytics, Marketing Research, or other similar fields

Minimum GPA (4.0 Scale)


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Sr. Lead Analyst, User Experience

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Chick-fil-A is a restaurant chain with a passion for service.

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