Data Insights and Customer Experience Manager

Data Insights & Customer Experience Manager

Girl Scouts of Utah is hiring a full-time Data Insights & Customer Experience Manager! Do you want to be a part of an organization that makes a difference in the lives of others? Do you have strong communication skills and enjoy collaborating with internal customers? Do you enjoy transforming data into actionable insights that enhance strategy and improve customer experience?

GSU's mission is to build girls of courage, confidence, and character, who make the world a better place. The Girl Scout leadership activities are organized around three keys of leadership: Discover, Connect, and Take Action, and are based on the values of the Girl Scout Promise and Law.

GSU offers:

• Competitive Wages
• Excellent Health, Life and Supplemental Insurance
• 401(k) Retirement benefits with up to a 4% match, vested immediately!
• Work-Life Harmony with day Fridays!
• Generous Paid Time Off: 40 days per year total!!!!!

Work Location & Schedule: This role is fully onsite at our Salt Lake City office and follows GSU's schedule of Monday through Thursday, 8:00 a.m. to 5:30 p.m., and Fridays, 8:00 a.m. to 12:00 p.m. As a salaried position, successful candidates should expect flexibility to work additional hours as needed to effectively lead their team and meet organizational priorities.

A day in the life As the Data Insights & Customer Experience Manager at Girl Scouts of Utah, your day blends strategy with service. You'll lead a dedicated Customer Care Team, monitor trends, and ensure high-quality support for members and volunteers. You'll collaborate across departments to turn data into actionable insights, streamline processes using tools like Salesforce and Looker, and support informed decision-making at all levels. Whether you're coaching staff, building dashboards, or presenting findings to leadership, you'll play a key role in shaping an exceptional, data-driven customer experience.

Job Accountabilities & Key Responsibilities

Customer Experience Leadership

Lead the Customer Care Team (3-4 people) to deliver prompt, high-quality support for members and volunteers. Identify and resolve service issues using data insights, develop customer service strategies, and build a strong knowledge base to ensure consistent and effective responses. Foster a culture of continuous improvement and exceptional service.

Data Strategy & Reporting

Oversee data quality across the council, ensuring accuracy in membership, training, and program records. Act as the point of contact for GSUSA platforms, build and maintain reports and dashboards, and empower teams to access and use data effectively. Support organizational planning by providing actionable insights and ensuring continuity in reporting functions.

Team Development & Systems Empowerment

Promote effective use of systems like Salesforce and Looker by training staff, enhancing data literacy, and aligning platform use with organizational goals. Develop documentation, onboarding resources, and refresher training to ensure teams use tools consistently and confidently.

Collaboration & Leadership

Partner with senior leaders to identify trends and strategic opportunities through data. Lead and develop a high-performing team, contribute to inclusive and cross-functional initiatives, and support GSU's mission through strong collaboration and operational leadership.

Requirements

Education & Experience:

• Bachelor's degree in business, data analytics, nonprofit management, or related field; equivalent experience considered.
• Minimum 5 years of experience in customer service, data management, and analytics
• Experience building, leading, and supporting high-functioning teams is essential.
• Strong proficiency with CRM systems (Salesforce preferred), reporting tools (Looker preferred), Excel, and other data tools.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint), with experience on the PC platform preferred.

Skills:

• A commitment and passion for the Girl Scout mission and an ability to effectively promote and communicate the mission and vision of Girl Scouts to internal and external stakeholders.
• Bilingual Spanish speaking preferred but not required.
• Excellent analytical, communication, and problem-solving skills.
• Capable of receiving and implementing feedback effectively.
• Strong verbal and written communication skills with the ability to interact with stakeholders at all levels.
• Goal-oriented and results-driven, with experience working in diverse environments.
• Excellent written and verbal communication skills with a strong attention to detail.
• Skilled in establishing and maintaining effective interdepartmental relationships.
• Proven ability to manage multiple and competing projects concurrently in a fast-paced and deadline-driven environment.
• Collaborative, transparent, and inclusive work approach.
• Highly organized, ability to multitask, handle pressure, and meet deadlines.
• Willingness to work flexible hours, including some evenings and weekends for special events.

Our Commitment to Diversity, Equity, Inclusion, and Racial Justice:

Girl Scouts of Utah embraces a pluralistic movement committed to understanding our similarities and differences, building relationships, and promoting a dialogue of acceptance and respect. We believe we are stronger when we include diverse perspectives, experiences, and approaches.

Statistically, women, specifically women of color, only apply for jobs for which they meet all qualifications. In order to increase diversity and equity in our hiring process, we encourage you to apply even if you don't meet all posted requirements.