Feedback & Innovation Associate

Location: Remote, with ability to travel to Boston or Philadelphia offices on a quarterly basis

About Compass

Compass is an innovative, mission-driven organization that supports families with low incomes to save for their future and access greater economic opportunity. We believe in our clients and in their ability to achieve their goals and dreams. We operate high-quality financial coaching and savings programs and pursue opportunities to shape the national approach to poverty through practice and policy change. Compass is also an emerging leader in a national effort to leverage housing assistance as a platform for economic mobility. We are looking for people who want to be part of taking our programs and our impact to the next level.

Our mission is to partner with families with low incomes to build assets as a pathway out of poverty. We focus on reaching families led by Black and/or Latina women.

To achieve our mission, we operate client-centered savings and financial coaching programs, deliver training and technical assistance to other practitioners, and shape policy solutions that dismantle barriers to asset building.

For more information, please visit our website, www.compassworkingcapital.org, or click here to learn more about our strategic plan.

About The Family Self-Sufficiency (FSS) Program

Congress created the FSS program in 1990 as an employment and savings program for families in federally subsidized housing. The program combines a powerful savings incentive with service delivery to support residents in reaching their goals. It is the nation’s largest asset-building program for families with low incomes.

Since 2010, Compass has partnered with public housing agencies and other affordable housing providers to operate an asset-building model for the FSS program — the first nonprofit organization in the country to do so.

About the Job

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.

Primary 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

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.)

 This job description is not intended to provide a comprehensive listing of all duties or responsibilities. Job duties and responsibilities may change at any time based on the needs of the organization.

Benefits

• The salary range for this role is $55,590-$64,839 commensurate with experience. We’ll promote your professional growth and development by providing access to a competitive benefits package that include but are not limited to
• 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)
• 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.

Compass Working Capital is committed to ensuring individuals with disabilities receive the accommodations required for them to interview for a position on our team. Should you require accommodations, please contact hr@compassworkingcapital.org.

Compass also provides hiring preference to Section 3 residents. Section 3 Residency is defined as a “low-income resident” of the area where the HUD-assisted project is located.

For the purposes of Section 3, "low-income" is defined as 80% of the Area Median Income. To learn more information about Section 3 income eligibility, please refer to the Housing and Urban Development (HUD) Webs