JOB DESCRIPTION DATE: November 2024

TITLE: Specialist, Customer and Marketing Insights Analyst

RESPONSIBLE TO: Manager, Data Analyst

DIVISION/DEPART: Data Center of Excellence

SUPERVISES: N/A

FLSA STATUS: Exempt

INCUMBENT: Open

SUMMARY: The Customer and Marketing Insights Analyst will serve as a data analyst and data owner for marketing and brand related data (in conjunction with data from other domains) and will support the GII Marcom team in their research projects. This position sits on a centralized data team which focuses on utilizing data and analytics tools to foster a deeper understanding of trends, challenges and opportunities faced by both Goodwill membership organizations and the Goodwill brand.

BASIC FUNCTION:

• Support the development and implementation of data-driven marketing strategies in coordination with Brand and Marketing & Communications team goals.
• Leverage data analytics to measure the impact and success of marketing campaigns, improve customer engagement, and drive business growth. Work with manager to translate data into actionable insights that help guide strategy, product development, and marketing efforts.
• Monitor, visualize, and report on consumer sentiment and brand preference in alignment with GII’s strategic goals and clearly communicate the position of the Goodwill brand nationally and within individual Goodwill territories. Analyze differences in consumer sentiment and brand preference between geographies to assist in elevating underperforming markets.

SPECIFIC DUTIES1:

• Review external data extracts for errors, inconsistencies, and other anomalies to ensure the data presented in Gateway is correct, accurate, and timely.
• Review sentiment and brand preference data with members to foster an understanding of both Gateway dashboards and underlying marketing insights.
• Utilize external data sources and analytics tools to report on territory demographics, customer demographics and customer health metrics such as retention, churn, etc.
• Complete analytics involved in consumer research studies in collaboration with GII and member stakeholders.
• Support GII Marcom research project design and execution with a focus on actionable insights.
• Coordinate with Performance Analyst to devise a strategy for collection and calculation of marketing and brand related KPIs, and report KPIs regularly.
• Stay informed about market trends, competitive activities, and shifts in consumer behaviors.
• Perform other duties as needed to ensure the success of GII and Goodwill members.

RELATIONSHIPS:

Internal: Frequent contact and collaboration with GII colleagues with focus on GII MarCom team.

GII Members: Frequent contact and consultation with local Goodwill member leaders.

Outside: Communicate with vendors and other relevant parties as needed.

Government Officials: Very limited

SKILLS NEEDED2:

1. Strong analytical skills such as data collection, data cleansing, data mining and data visualization.
2. Familiarity with marketing research methods and marketing and communications concepts and practices.
3. Proficiency with data visualization software such as Tableau or PowerBI.
4. Familiarity with relational databases and SQL preferred.
5. Familiarity with data exploration and analysis methods using Python or R preferred.
6. Proficiency in web research, Word, PowerPoint, Excel, Outlook required.
7. Excellent organizational skills: planning, ability to prioritize projects, manage multiple tasks simultaneously, set and meet deadlines, and adhere to schedules.
8. Superior interpersonal and customer service skills.
9. Ability to relay data and insights to Goodwill members and GII stakeholders in a clear and concise manner that compels action.
10. Brings unique perspective to challenge thinking and drive action and willingness to learn and dig below surface-level for actionable discoveries.
11. Able to translate and communicate data and insights within context of uncertain or emerging trends and has ability to knit disparate pieces of data together to form a compelling narrative that connects insights to business strategies & outcomes. Strong problem-solving skills and ability to move between strategic thinking and tactical execution.

¹ All duties are considered to be essential, unless otherwise indicated.

² All skills and abilities are considered to be essential, unless otherwise indicated.

EDUCATION:	Bachelor’s Degree in Math, Data Analytics, or related field. Coursework in Marketing, Communications or related field desired.
EXPERIENCE:	One to three years’ experience in data, marketing, communications or some combination thereof.
DECISION MAKING:	Decisions on scheduling tasks, determining priorities, managing time and fiscal recommendations. Monitors and assesses risks and opportunities in the areas of capitalization and finance. Makes recommendations to management for action.
SUPERVISION:	Moderate with latitude given to the position in carrying out work assignments. Work is checked for accuracy and completeness.
PHYSICAL EFFORT:	Sedentary with lifting 10 pounds maximum and occasionally lifting and/or carrying such articles or files. Walking and standing are required occasionally; long hours sitting at a desk and using a computer.
EMOTIONAL EFFORT:	Moderate. Occasional short deadlines. Work environment periodically hectic with occasional periods of moderate stress.

Our Values

We believe everyone deserves an opportunity to thrive. Goodwill’s mission grounds us and happens through each one of us. This aspiration applies to each GII team member as much as to the people we serve. GII’s organizational values guide all that we do; how we do our work and make decisions, and how we interact with each other, Goodwill members and all stakeholders.

Our mission happens through me (Passion)

We have a fire for our mission. We bring our energy, creativity and passion to all that we do. By contributing the best of what is within each of us, we inspire the same in our peers, and multiply Goodwill’s impact.

Drive to make a difference (Impact)

We believe that our work must lead to a measurable difference in the lives of the people Goodwill serves. We are committed to performance excellence in all that we do. Our strategy focuses our work to achieve that impact, and we say no to things that do not align.

You before me (Respect)

We treat all people with dignity, kindness, appreciation and respect. We are curious without judgment, and we actively listen to ensure mutual understanding. We give everyone a caring and safe place to share their opinions, their talents, and their questions. We build trust through direct, clear and transparent communication. We are open and humble.

Thriving begins at home (Well-being)

We respect the contributions and the needs of our individual team members equally, and we understand that each one of us needs different things at different times to thrive both in and out of the workplace. We strive to make genuine and continuous investments in one another and ourselves. As such, we adopt healthy, holistic approaches to our work. We proactively care for one another and ourselves by speaking up for what we need and supporting one another in achieving it.

Out of many, One Goodwill (Diversity, Equity & Inclusion)

We embrace all people and perspectives as we advance Goodwill’s mission to help people reach their full potential through the power of work. We acknowledge historical inequities still exist and are intentional in breaking barriers. We are committed to being part of the solutions, leaning into courageous conversations, and providing inclusive spaces and equal opportunities for real change in all of our endeavors. Our diversified reflection shall shine as one Goodwill.

Be bold, learn and grow (Agility)

We are open, creative, innovative, agile and willing to take risks. We operate with a sense of urgency, without rushing for the sake of speed. While we do our best to make good decisions, we embrace failure for the learning it affords and adapt quickly to move ahead. We are one unified team that succeeds and stumbles, and learns and grows together with humility and grace.