Feedback & Innovation Associate

Compass Working Capital•Boston, MA

just now•$55,590 - $64,839•Remote

About The Position

As the Feedback & Innovation Associate, you will help Compass listen to and learn from the families and partners we serve and turn what we hear into stronger services. You will support the design and administration of surveys, focus groups, and interviews, while also serving as a day-to-day Salesforce administrator who keeps the underlying client data clean, organized, and easy to analyze. You will analyze both quantitative and qualitative feedback and produce reports and dashboards that share insights with Compass clients, staff, stakeholders, and partners. Through your work, you will help the Compass team identify and build new features and workflows that strengthen the client experience and support efficient team operations. You will thrive in this position if you are a curious, collaborative problem-solver who enjoys learning something new every day. Through this role, you will receive training and support from the Compass team, including a close partnership with the Managing Director of Impact and Innovation. This role reports to the Feedback & Innovation Manager. All Compass staff embody the following core competencies: Ownership: Steps up and follows through to consistently deliver high-quality work. Diversity, Equity, and Inclusion: Champions the value of diversity and the creation of inclusive spaces. Growth Mindset: Embraces challenges and setbacks as the fuel for learning and development. Teamwork: Contributes actively and collaboratively with colleagues to achieve shared goals.

Requirements

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.)

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
Help 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

Benefits

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.
Retirement plan 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)
$200 one-time stipend for work from home expenses
Internet Reimbursement: Up to $40 per month for personal internet expenses