Customer Experience & Operational Analyst

The Nordic Consumer & Business Insights team (CBI team) is now looking for a Customer Experience & Operational Analyst. Placement is in any of the 4 Food Folk Nordic offices. The CBI team supports the organisation with reporting, analysis, research and business planning to ensure customer-driven, fact-based decision-making.

The purpose of the role

The Customer Experience & Operational Analyst reports to the Head of CBI and actively manage the operational performance KPI’s for Food Folk as defined by key stakeholders. You will develop, maintain and monitor tools and operational KPIs to support driving business results.

Main responsibilities are, but not limited to:

- Responsible for measuring the operational performance – as in reporting, identifying and defining operational KPIs to stakeholders
- Support the organization with data analysis on operational related questions. Responsible for owning the operational data, tools, and data analysis, such as McFeedback, SOS, MCI and WAAT.
- Responsible for owning and driving the practical part of the Operational performance input in strategic planning with executive assistance from leaders in Franchising, Restaurant Solutions Group and Operations Directors.
- Participate and represent Operations in the Nordic analytic platform team as a subject matter expert on operations and support with data validation and report development.


- University degree within business, finance, economics and/or mathematics and statistics (Bachelor or Masters degree)
- 2-4 years’ work experience within the field of data and/or business analysis
- IT understanding/knowledge (not specialist)
- Communications skills, ability to be a strong business partner to leaders in Franchising, Restaurant Solutions Group and Operations Directors.
- English language skills - verbal and written language
- Detail-oriented, solutions-minded, able to take initiative and work independently

Desired:

- McDonald’s restaurant operations or similar role from another quick service restaurant company.

What will you get

- Great colleagues in the CBI team and across the Nordics!
- An exciting position where you work cross-culturally and with multiple departments in the organization
- Opportunities to learn the business in depth from experienced analysts and operations SME’s
- Strong development opportunities


McDonald’s is the largest restaurant chain in the Nordics, serving iconic products like the Big Mac® and their world-famous fries to 600.000 guests every day. McDonald’s have approximately 20.000 employees in around 430 restaurants, delivering a great restaurant experience to their guests. Most of the McDonald’s restaurants are owned and operated by local franchisees.

Food Folk Group owns the licensee rights for McDonald’s in the Nordics since 2017 and will join the journey to develop McDonald’s. The Nordic headquarter organization consists of 220 colleagues. The organization is built on a matrix structure, where about half of the employees are working locally in one of their four markets and half are working in Nordic functions.