As Habitat for Humanity International seeks to create a dramatically improved affiliate experience, analytics plays a critical role. Specifically, HFHI seeks to build on its existing Salesforce application—the system of record for interactions with the U.S. affiliate network—and identify other data-collection mechanisms to measure the effectiveness of work being done and change course quickly where improvements are necessary. This newly-created Analytics Manager position serves as a data strategist and implementer who provides insights to senior leaders to support decision-making and prioritization.
The Analytics Manager will work with colleagues in both IT and U.S. Office to realize the full potential of Salesforce as the backbone system of an improved affiliate experience. S/he will also identify other tools and approaches—using existing or potentially new systems—that identify what’s working and what’s not working to create an improved affiliate experience.
- Identify key performance metrics and scorecard for affiliate experience
- Develop, maintain and steward scorecard to measure and drive improvements in affiliate experience
- Analyze scorecard, pull together executive summary with key insights
- Work with U.S. Office and IT to configure inputs and outputs from Salesforce to ensure actionable data
- Develop and implement reporting tools that help HFHI staff understand trends (e.g. common call center questions or concerns; frequency of requests for a given type of resource, etc.)
- Develop affiliate-facing reports that model transparency and trust-building (e.g. feedback loops that share what HFHI heard in a given survey and what is happening as a result of that feedback)
- Collaborate with Collaborative Operating Model team on overall metrics for the U.S. Support Model.
- Support Salesforce training efforts focused on greater adoption and usage of Salesforce (including reporting)
- In depth knowledge of Salesforce
- Experience in analytics
- Demonstrated project management skills
- Performance-driven and accountable: has high-performance standards
- Removes barriers to move faster: experiments and adapts
- Empowered: brings solutions instead of problems; challenges the status quo
- Effective interpersonal, verbal and written communication skills
- Strong analytical skills with the ability to extract, collect, organize, analyze and interpret trends or patterns in data sets