Thecentermemphis
Manager, Donor Experience Research & Insights(Memphis, TN)
Thecentermemphis, Memphis, Tennessee, us, 37544
At ALSAC you do more than make a living; you make a difference.
We like people who are different…because we’re different, too. As one of the world’s most iconic and respected nonprofits, we know what it’s like to stand out. That’s why we’re looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.
Job Description
The Manager, Donor Experience Research and Insights is responsible for defining and managing the strategic vision for the Voice of Donor discipline at ALSAC. This role aligns with strategies focused on enhancing fundraising efforts and the overall Donor Experience. The Manager will drive a donor-centric culture across the organization, manage a team of researchers utilizing advanced methodologies and technologies, and act as an internal advisor on customer experience improvements.Essential Job Functions:Team Leadership:
Manage a team of researchers, ensuring optimal resource allocation to maximize donor experience research KPIs and drive business outcome improvements. Integrate pre- and post-research efforts into strategic fundraising initiatives.Talent Development:
Recruit, develop, mentor, and coach a team of research professionals. Provide guidance on administration, procedures, policies, and communication.Voice of Donor Program:
Develop and implement a comprehensive Voice of Donor program, including the collection, analysis, and dissemination of feedback across all donor journey touchpoints.Continuous Improvement:
Foster a high-performing culture of continuous improvement by monitoring key performance metrics, conducting root cause analysis, and collaborating with stakeholders to implement systemic improvements.Advisory Role:
Serve as the primary advisor for the voice of the donor within the organization. Communicate insights and improvement initiatives to key stakeholders, leveraging both qualitative and quantitative research.Strategic Integration:
Work closely with leadership to embed donor insights into decision-making processes and company strategies, driving organizational improvements.KPI Setting:
Establish key performance indicators (KPIs) for donor experience initiatives linked to research and insights.Strategic Recommendations:
Translate donor insights into high-impact strategic recommendations for donor retention and experience improvements based on comprehensive data.Customer Journey Mapping:
Lead the development of customer journey maps to identify key touchpoints and pain points, collaborating with cross-functional teams to optimize each stage of the donor journey.Work Management Optimization:
Ensure DXRI work management is optimized for efficiency and effectiveness by managing work intake processes, leading SCRUM meetings, sprint reviews, project prioritization, resource management, and socialization of efforts.Qualifications:6+ years of experience in Customer Experience Research.Master’s or PhD in a related field preferred.Experience with technology, specifically Survey Management suites such as Qualtrics, Medallia, etc.Proven success in providing regular updates to senior executives (VP and above) at mid-to-large companies, synthesizing multiple information sources into actionable insights.Experience in cross-functional collaboration and driving stakeholder alignment.Strong strategic thinking and risk assessment skills.Excellent communication and facilitation skills, with the ability to work with diverse teams, build trustworthy relationships, and create influence.Strong desire to gain deep subject matter expertise on various topics quickly.Self-starter with a proven ability to initiate new projects and resolve complex issues through analysis.High energy, motivation, and a commitment to both customer and business impacts.Benefits & Perks
The following Benefits & Perks apply to
Full-Time Roles
Only.
We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same.
Core Medical Coverage: (low cost low deductible Medical, Dental, and Vision Insurance plans)401K Retirement Plan with 7% Employer ContributionExceptional Paid Time OffMaternity / Paternity LeaveInfertility Treatment ProgramAdoption AssistanceEducation AssistanceEnterprise Learning and DevelopmentAnd moreALSAC is an equal employment opportunity employer.ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.No Search Firms:ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
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We like people who are different…because we’re different, too. As one of the world’s most iconic and respected nonprofits, we know what it’s like to stand out. That’s why we’re looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.
Job Description
The Manager, Donor Experience Research and Insights is responsible for defining and managing the strategic vision for the Voice of Donor discipline at ALSAC. This role aligns with strategies focused on enhancing fundraising efforts and the overall Donor Experience. The Manager will drive a donor-centric culture across the organization, manage a team of researchers utilizing advanced methodologies and technologies, and act as an internal advisor on customer experience improvements.Essential Job Functions:Team Leadership:
Manage a team of researchers, ensuring optimal resource allocation to maximize donor experience research KPIs and drive business outcome improvements. Integrate pre- and post-research efforts into strategic fundraising initiatives.Talent Development:
Recruit, develop, mentor, and coach a team of research professionals. Provide guidance on administration, procedures, policies, and communication.Voice of Donor Program:
Develop and implement a comprehensive Voice of Donor program, including the collection, analysis, and dissemination of feedback across all donor journey touchpoints.Continuous Improvement:
Foster a high-performing culture of continuous improvement by monitoring key performance metrics, conducting root cause analysis, and collaborating with stakeholders to implement systemic improvements.Advisory Role:
Serve as the primary advisor for the voice of the donor within the organization. Communicate insights and improvement initiatives to key stakeholders, leveraging both qualitative and quantitative research.Strategic Integration:
Work closely with leadership to embed donor insights into decision-making processes and company strategies, driving organizational improvements.KPI Setting:
Establish key performance indicators (KPIs) for donor experience initiatives linked to research and insights.Strategic Recommendations:
Translate donor insights into high-impact strategic recommendations for donor retention and experience improvements based on comprehensive data.Customer Journey Mapping:
Lead the development of customer journey maps to identify key touchpoints and pain points, collaborating with cross-functional teams to optimize each stage of the donor journey.Work Management Optimization:
Ensure DXRI work management is optimized for efficiency and effectiveness by managing work intake processes, leading SCRUM meetings, sprint reviews, project prioritization, resource management, and socialization of efforts.Qualifications:6+ years of experience in Customer Experience Research.Master’s or PhD in a related field preferred.Experience with technology, specifically Survey Management suites such as Qualtrics, Medallia, etc.Proven success in providing regular updates to senior executives (VP and above) at mid-to-large companies, synthesizing multiple information sources into actionable insights.Experience in cross-functional collaboration and driving stakeholder alignment.Strong strategic thinking and risk assessment skills.Excellent communication and facilitation skills, with the ability to work with diverse teams, build trustworthy relationships, and create influence.Strong desire to gain deep subject matter expertise on various topics quickly.Self-starter with a proven ability to initiate new projects and resolve complex issues through analysis.High energy, motivation, and a commitment to both customer and business impacts.Benefits & Perks
The following Benefits & Perks apply to
Full-Time Roles
Only.
We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same.
Core Medical Coverage: (low cost low deductible Medical, Dental, and Vision Insurance plans)401K Retirement Plan with 7% Employer ContributionExceptional Paid Time OffMaternity / Paternity LeaveInfertility Treatment ProgramAdoption AssistanceEducation AssistanceEnterprise Learning and DevelopmentAnd moreALSAC is an equal employment opportunity employer.ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.No Search Firms:ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
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