[Hiring] Growth Analyst, Digital Product & CRM (Loyalty) @Central Business Solutions

Role Description

At Potbelly, we believe in feeding smiles — and that starts with understanding and connecting with our guests through data, insights, and innovation. The Growth Analyst, Digital Product & CRM (Loyalty) transforms data into meaningful insights that drive guest engagement, digital adoption, and loyalty growth. You’ll sit at the intersection of product, marketing, and analytics — using data to shape strategy, fuel experimentation, and deliver experiences that make every digital interaction count.

This role influences the digital product roadmap through behavioral and loyalty insights, partners with product managers and UX to measure and improve feature performance and adoption, and uses experimentation and analytics to optimize our digital experiences across app, web, and ordering platforms. You’ll balance both marketing and product KPIs, helping Potbelly create seamless, guest-centered experiences that deliver measurable business impact.

What You’ll Do

• Lead a Culture of Experimentation
  • Design and execute A/B and multivariate tests across digital product features, CRM, and loyalty channels.
  • Develop structured testing roadmaps prioritizing high-impact hypotheses and ensuring statistical rigor.
  • Define success metrics for feature launches, campaigns, and guest engagement initiatives.
  • Embed experimentation frameworks into both marketing and product development cycles.
• Elevate Product Analytics
  • Partner with Product and UX to define KPIs and measure feature adoption, engagement, and retention across digital touchpoints.
  • Translate user behavior, journey flow, and loyalty data into actionable insights that influence the digital product roadmap.
  • Identify friction points and growth opportunities across app, web, and online ordering experiences.
  • Conduct post-launch analyses to evaluate feature success and guide future iterations.
• Analyze and Optimize Campaign & Loyalty Performance
  • Monitor CRM, loyalty, and digital campaign performance to identify lift drivers and engagement trends.
  • Build dashboards and reports that balance marketing and product KPIs — from conversion rates and redemptions to feature adoption and guest lifetime value.
  • Conduct control group and lift analyses to measure impact across channels and audiences.
  • Recommend optimization strategies for targeting, offers, and personalization based on test results.
• Strengthen Data Infrastructure & Collaboration
  • Work closely with Data and Martech teams to enhance measurement, testing, and reporting capabilities.
  • Ensure consistency and accuracy of data across loyalty, CRM, and product analytics systems.
  • Automate dashboards and standardize KPIs for a unified view of digital performance.
  • Partner cross-functionally to align data insights with business, product, and marketing goals.
• Communicate Insights that Drive Action
  • Present insights in clear, compelling narratives that connect data to guest behavior and business strategy.
  • Influence decisions across Marketing, Product, and Leadership through data storytelling.
  • Act as a trusted advisor on experimentation, performance management, and digital optimization.

Qualifications

• Bachelor’s degree in Analytics, Mathematics, Statistics, Engineering, Economics, or a related quantitative field.
• 4+ years of data analysis experience using SQL, R, Python, or similar tools.
• 4+ years of dashboarding experience (Tableau, Power BI, or similar platforms).
• 2+ years in product analytics, CRM, or loyalty analytics — ideally in hospitality, retail, or fast-casual dining.
• Proven success designing, executing, and analyzing A/B tests and growth experiments.
• Experience translating behavioral and loyalty insights into product roadmap recommendations.

Requirements

• Deep knowledge of experimental design, hypothesis testing, and statistical evaluation.
• Strong understanding of product, marketing, and loyalty performance metrics.
• Ability to connect quantitative insights to guest experiences and business outcomes.
• Excellent communication and data storytelling skills.
• Collaborative, curious, and self-starter mindset.
• Passion for food, hospitality, and delivering experiences that make guests smile.

Benefits

• Base Salary - USD $75,000 to $85,000
• Full-time