Customer Insights & Analytics Manager

Main Campus•Colorado Springs, CO

10h

About The Position

The Manager III, Customer Insights and Analytics serves as Goodwill of Colorado’s voice of the customer, donor, and market, turning research and data into insights that improve organizational decision-making. The role leads customer and donor research, marketing and customer experience measurement, testing, brand health tracking, and performance analysis across shopper, material donor, financial donor, loyalty member, and supporter audiences. The manager combines research expertise, analytical thinking, business judgment, and executive storytelling to explain findings and recommend actions. The role partners across Marketing and Customer Experience, Retail Operations, Development, Community Programs, Finance, Information Technology, and external partners to build a stronger culture of evidence-based decision-making. This is a full-time position scheduled Monday through Friday, 9:00 a.m. to 5:00 p.m. Pay is $85,000–$95,000 per year. The position is eligible for medical, dental, vision, short-term disability, life and accidental death and dismemberment, flexible spending accounts, long-term disability, voluntary supplemental benefits, and paid leave. Employees may contribute pre-tax or post-tax (Roth) to the retirement plan; participation requires being at least 18 years of age. A bachelor’s degree in Marketing, Communications, or a related field and at least seven years of progressive experience in customer or consumer insights, market research, marketing analytics, customer experience analytics, or a related discipline are required. The role requires experience with qualitative and quantitative research, measurement approaches, testing, combining data sources, presenting recommendations to senior leaders, and managing external partners. Experience in retail, nonprofit or fundraising, loyalty, hospitality, consumer services, or consumer packaged goods is a plus. Preferred tools include research, analytics and visualization, CRM, loyalty, media measurement, digital analytics, survey, trend and insights, and project management platforms. Driving for company business is preferred. Employees using Goodwill fleet vehicles or receiving mileage reimbursement are subject to applicable age, licensing, insurance, vehicle, motor vehicle record, and background-check requirements. The position’s listed physical requirements include continuous hearing, close and distant vision, depth perception, hand use, speaking, and sitting; occasional light lifting and carrying, reaching, twisting, bending, walking, standing, and driving.

Requirements

Bachelor’s degree in Marketing, Communications, or a related field.
At least 7 years of progressive experience in customer or consumer insights, market research, marketing analytics, customer experience analytics, or a related discipline, agency-side or client-side.
Demonstrated experience designing, executing, and interpreting qualitative and quantitative research.
Experience building measurement approaches for marketing, customer experience, loyalty, acquisition, retention, or engagement initiatives.
Experience designing and evaluating tests, such as A/B tests, pilots, or incrementality studies.
Ability to combine multiple data sources to identify patterns, insights, and business implications.
Demonstrated ability to translate complex findings into clear recommendations for senior leaders.
Experience managing external research, analytics, or agency partners.
Excellent problem-solving skills, sound judgment, and attention to detail.
Ability to form strategic recommendations and program optimizations based on data, industry trends, and best practices.
Ability to manage time, budgets, and project work plans to meet deadlines.
Strong cross-functional collaboration skills, with the ability to build working relationships and clearly communicate ideas and project updates.
Willingness to embrace continuous learning and drive innovation in an evolving organization.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Applicants and employees who drive Goodwill fleet vehicles or receive company mileage reimbursement must meet applicable age and insurance-carrier requirements, undergo an MVR and background check, disclose moving violations or crashes from the previous five years, hold a valid Colorado driver license, and comply with vehicle-operation laws. Personal-vehicle users must have valid vehicle insurance and a valid driver license, and their vehicle must be roadworthy.

Nice To Haves

Background in retail, nonprofit or fundraising, loyalty, hospitality, consumer services, or consumer packaged goods (CPG).
Familiarity with trend and insights platforms.
Familiarity with research platforms such as Qualtrics, SurveyMonkey, or similar.
Familiarity with analytics and visualization platforms such as Google Analytics, Power BI, Tableau, or similar.
Familiarity with CRM such as HubSpot, loyalty, media measurement, digital analytics, and survey data.
Familiarity with project management tools such as Monday.com, Asana, or similar.
Ability to drive for company business is preferred.

Responsibilities

Lead qualitative and quantitative research, including surveys, focus groups, interviews, customer listening, and audience studies, to understand shopper, donor, and supporter needs, motivations, and behaviors.
Lead Goodwill’s Brand Health and Brand Equity measurement programs, preserve longitudinal tracking, and translate findings into organizational implications.
Develop and maintain customer and donor segmentation, audience profiles, and behavioral insights to inform organizational strategy.
Monitor behavior changes among shoppers, material donors, financial donors, loyalty members, and supporters.
Track competitor activity, market conditions, and industry trends affecting resale and thrift retail, donations, nonprofit fundraising, workforce development, and customer engagement.
Serve as the internal voice of the customer and donor by translating research into clear, actionable recommendations.
Establish and maintain the measurement framework for Marketing and Customer Experience initiatives, including shared metric definitions and performance standards.
Evaluate customer and donor acquisition, retention, loyalty, engagement, brand, and campaign initiatives.
Analyze paid, owned, earned, and shared marketing and media channels, including attribution and channel effectiveness, and recommend media investment and optimization decisions.
Design and evaluate tests and pilots, including message, donation acquisition, loyalty, and customer experience tests, with hypotheses, success criteria, and measurement plans.
Analyze customer value, donor behavior, loyalty performance, and engagement trends.
Partner with IT, Finance, agencies, and business teams to combine data sources and develop a more complete view of customer and donor behavior.
Document test results and findings, build institutional knowledge, and apply learning to future initiatives.
Translate business leaders’ strategic questions and organizational challenges into research, analytics, and measurement plans.
Deliver recurring insight reporting that explains outcomes, drivers, business implications, and recommended actions, not just activity.
Present findings, insights, and recommendations to senior leadership and cross-functional teams in clear business language.
Support annual planning, budget development, investment decisions, and organizational prioritization with customer and market intelligence.
Identify emerging opportunities, risks, behavioral shifts, and unmet customer or donor needs.
Establish shared measurement approaches and performance standards with Customer Connections, Brand and Mission Communications, Community Engagement, and Content, Social and Video teams.
Collaborate with Retail Operations, Development, Community Programs, Finance, and IT to improve decision-making through data and evidence.
Manage external research, analytics, and measurement partners, and partner with media agencies on performance reviews, measurement, and reporting.
Support campaigns, store openings, fundraising efforts, events, customer experience initiatives, and mission programs through research and evaluation.
Contribute to and participate in special events, including the Annual Dinner, An Enchanted Weekend, fundraisers, grand openings, open houses, and board and staff events.
Build organizational capability in testing, learning, and evidence-based decision-making.
Manage time, budgets, and project work plans to meet deadlines.
When driving for company business, meet applicable vehicle-operation, licensing, insurance, and legal requirements.