Feedback & Innovation Associate

About the role

The Feedback & Innovation Associate will support the design and administration of surveys, focus groups, and interviews to capture client and partner experiences. They will analyze feedback to identify trends and opportunities for service improvement and develop customized reports and dashboards for internal and external stakeholders.

Responsibilities

• Support the design and administration of surveys, focus groups, and one-on-one interviews that capture client and partner experiences across Compass programs and services
• Analyze quantitative and qualitative feedback to identify trends and opportunities for service improvement, and translate findings into actionable recommendations for program, client success, and other teams
• Foster a culture of learning by maintaining regular feedback loops between clients, staff, and leadership to support continuous service improvement
• Develop customized reports, dashboards, and presentations for internal (program team, leadership, development team) and external stakeholders (partners, donors and institutional funders) that highlight client experiences and organizational learning
• Oversee training of new users and grow Salesforce skills across the organization and the adoption of Salesforce and other technology across the organization
• Help staff understand our data structure and how to best leverage it to improve their processes and achieve their goals
• Define and develop new Salesforce features and workflows with program and other department staff that supports a stronger client experience and efficient operations
• Oversee data integrity and ensure data is clean, accurate and complete
• Manage administrative functions related to Salesforce, including user security setting, day-to-day support, data integrations, and 3rd party applications

Qualifications and Skills

• Commitment to the mission and values of the organization, with a passion for working with families with low incomes
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical colleagues and facilitate generative client interviews and focus groups
• Comfort with excel, relational databases, or statistical tools (R, SPSS, Stata, etc.)
• Experience with, or strong interest in, survey design, qualitative research methods, focus group facilitation, and/or mixed-methods data analysis
• Cultural humility and an openness to and respect for others’ cultures, identities, and lived experiences
• Strong interpersonal skills and a demonstrated ability to establish and build strong, trusting partnerships with colleagues and clients
• Excellent organizational skills and attention to detail, with the ability to prioritize and manage competing priorities to complete work accurately and efficiently
• Strong data management abilities, with a passion for using data to improve process
• Prior experience working in or administering a CRM system and/or data visualization tools (Tableau, Power BI, R, etc.)

Benefits

• Salary range: $55,590 - $64,839 commensurate with experience
• Healthcare: medical, dental, vision: Compass covers up to 80% of employee premiums and 80% for dependents. There is no waiting period to enroll in health insurance.
• Paid time off: Employees receive up to 36 Wellness days and 8 holidays per calendar year, plus the final week of the calendar year off and Fridays in August as organizational wide holidays. All employees enjoy a two-hour early closure starting the Friday after Memorial Day through the week of Labor Day.
• Parental Leave: Employees who have been employed for at least three (3) months are eligible to take up to 12 weeks of unpaid leave. *Employee must be with the organization for six (6) months to receive up to twelve (12) weeks of full pay from the organization.
• Retail 401(k) & 3% match
• Life insurance & disability Insurance
• Flexible Spending Account (FSA)
• Dependent Care Flexible Spending Account
• Professional development & certification
• Pre-tax commuter benefits
• Employee Assistance Program (EAP)
• Equipment: $200 one-time stipend for work from home expenses
• Internet Reimbursement: Up to $40 per month for personal internet expenses

Equal Opportunity Statement

Compass Working Capital is an Equal Opportunity Employer. We consider applications for all positions, without regard to age, race, color, ethnicity, national origin, ancestry, creed, religion, gender, gender identity or expression, sexual orientation, citizenship, physical or mental disability, medical condition, genetic information, marital status, veteran status, military status, or any other characteristic protected by applicable law.

Additional Information

This position is remote. Travel to Compass offices in Philadelphia, PA and Boston, MA will be required periodically, with advanced notice. Compass is an equal opportunity employer and committed to hiring individuals who reflect the diversity of the communities it serves. To apply, please submit a resume and a cover letter that outlines your interest in this role at .