Customer Insights & Analytics Manager

Applications Due By November 20th, 2026

Goodwill of Colorado

Job Description

Pay: $85,000-$95,000/year

Schedule: Monday-Friday, 9am-5pm

Full-Time position is eligible for Medical, Dental, Vision, Short Term Disability, Life/Accidental Death and Dismemberment, Flexible Spending Accounts, Long Term Disability, and several voluntary supplemental benefit offerings. In addition, these positions are eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty, and bereavement leave. All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan – must be 18 years of age to participate.

JOB SUMMARY:

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.

This role leads customer and donor research, marketing and customer experience measurement, testing, brand health tracking, and performance analysis across Goodwill’s shopper, material donor, financial donor, loyalty member, and supporter audiences.

The ideal incumbent combines research expertise, analytical thinking, business judgment, and executive storytelling. They are as comfortable designing a research study or evaluating campaign performance as they are explaining what the findings mean and recommending what Goodwill should do next. This role helps Goodwill answer four questions:

• What is changing in the audience’s behavior?
• What’s working, and what’s not?
• Why is it happening?
• What should we do next?

The Customer Insights and Analytics Manager partners across Marketing and Customer Experience, Retail Operations, Development, Community Programs, Finance, Information Technology (IT), and external partners to build a stronger culture of evidence-based decision-making.

ESSENTIAL FUNCTIONS:

Customer, Donor and Market Intelligence:

• Lead qualitative and quantitative research, including surveys, focus groups, interviews, customer listening, and audience studies, to uncover the needs, motivations, and behaviors of shoppers, donors, and supporters.
• Lead Goodwill’s Brand Health and Brand Equity measurement programs, preserving longitudinal tracking while translating findings into organizational implications.
• Develop and maintain customer and donor segmentation, audience profiles, and behavioral insights that inform strategy across the organization.
• Monitor shifts in shopper, material donor, financial donor, loyalty member, and supporter behavior.
• 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, translating research into clear, actionable recommendations.

Measurement, Analytics and Experimentation:

• Establish and maintain the measurement framework for Marketing and Customer Experience initiatives, including shared metric definitions and performance standards.
• Evaluate the effectiveness of customer acquisition, donor acquisition, retention, loyalty, engagement, brand, and campaign initiatives.
• Analyze marketing and media performance across paid, owned, earned, and shared channels, including attribution and channel effectiveness, and provide independent recommendations that inform media investment and optimization decisions.
• Design and evaluate tests and pilots, including message testing, donation acquisition testing, loyalty testing, and customer experience experiments, with clear 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 bring together relevant data sources and develop a more complete view of customer and donor behavior.
• Document test results and findings to build institutional knowledge and apply learning to future initiatives.

Insights and Decision Support:

• Partner with business leaders to translate strategic questions and organizational challenges into research, analytics, and measurement plans.
• Deliver recurring insight reporting that moves beyond reporting activity to explaining outcomes, drivers, business implications, and recommended actions.
• Present findings, insights, and recommendations to senior leadership and cross-functional teams in clear, compelling 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.

Cross-Functional and Partner Leadership:

• Partner with Customer Connections, Brand and Mission Communications, Community Engagement, and Content, Social and Video teams to establish shared measurement approaches and performance standards.
• Collaborate with Retail Operations, Development, Community Programs, Finance, and IT to improve organizational 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 major campaigns, store openings, fundraising efforts, events, customer experience initiatives, and mission programs through research and evaluation.
• Contribute to and participate in special events such as the Annual Dinner, An Enchanted Weekend, fundraisers, grand openings, open houses, and board/staff events.
• Build organizational capability around testing, learning, and evidence-based decision-making.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A Bachelors degree in Marketing, Communications, and/or related field is required.

Experience:

• A minimum of 7 years of progressive experience in customer or consumer insights, market research, marketing analytics, customer experience analytics, or a related discipline (agency 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.
• Proven 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.
• Background in retail, nonprofit or fundraising, loyalty, hospitality, consumer services, or consumer packaged goods (CPG) is a plus.

Preferred Tools:

• Trend and insights platforms.
• Research platforms (Qualtrics, SurveyMonkey, or similar).
• Analytics and visualization platforms (Google Analytics, Power BI, Tableau, or similar).
• Familiarity with customer relationship management (CRM) (HubSpot), loyalty, media measurement, digital analytics, and survey data.
• Project management tools (Monday.com, Asana, or similar).

Other:

• Excellent problem-solving skills and attention to detail.
• Ability to form strategic recommendations and program optimizations based on data, industry trends, and best practices.
• Strong problem-solving skills, sound judgment, and attention to detail.
• Effectively manage time, budgets, and project work plans to ensure deadlines are met.
• Superb cross functional collaborator with the ability to build strong working relationships and clearly communicate ideas and project updates to colleagues.
• Willingness to embrace a culture of continuous learning and drive innovation in an organization that is evolving.
• It is preferred that the incumbent have the ability to drive for company business*.

*Per auto vehicle insurance carrier requirements: For applicants/employees to qualify for inclusion on the Goodwill driver insurance schedule, for purpose of driving Goodwill fleet vehicles, or for purpose of receiving company mileage reimbursement they must be at least:

• 21 years of age (not engaged in passenger transportation),
• 25 – 70 years of age for all passenger transportation services,
• 25 years of age for CDL.

Applicants/employee will be required to undergo a Motor Vehicle Record (MVR) check and background check; applicants/employees must disclose all moving traffic violations or vehicle crashes (within the last five (5) years)(Note: not all violations are a disqualification for employment and each case will be reviewed by the insurance carrier); must have valid Colorado State driver license; must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.

Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses.

Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify.

We promote a Safe & Drug-free Workplace.

Physical Requirements

Attachment to Job Description

Job Title: 893– Manager III, Customer Insights & Analytics Dept Number: 9110

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Guide to Physical Requirements:

• Continuously (5-8 hours)
• Frequently (3-4 hours)
• Occasionally (1-2 hours)
• Never

LIFTING: (as defined by ADA)

Heavy: 45 lbs & over - NEVER

Moderate: 15-44 lbs - NEVER

Light: 14 lbs & under - OCCASIONALLY

CARRYING:

Heavy: 45 lbs & over - NEVER

Moderate: 15-44 lbs - NEVER

Light: 14 lbs & under - OCCASIONALLY

PUSHING/PULLING - OCCASIONALLY

REACHING:

Above Shoulder - NEVER

At Shoulder - OCCASIONALLY

Below Shoulder - OCCASIONALLY

TWISTING - OCCASIONALLY

BENDING - OCCASIONALLY

KNEELING/CRAWLING - NEVER

SQUAT - NEVER

CLIMBING:

Use of legs only (stairs) - NEVER

Use of arms & legs (ladders) - NEVER

HEARING - CONTINUOUSLY

VISION:

Visual, close - CONTINUOUSLY

Visual, distant - CONTINUOUSLY

Visual, depth perception - CONTINUOUSLY

HANDS/FINGERS:

Simple grasping - CONTINUOUSLY

Fine Manipulation - CONTINUOUSLY

Repetitive Movements - CONTINUOUSLY

WALKING - OCCASIONALLY

STANDING - OCCASIONALLY

SITTING - CONTINUOUSLY

SPEAKING - CONTINUOUSLY

OTHER, please describe – OCCASIONALLY – Driving*

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.