Team Rubicon (TR) is seeking an Associate, Client Experience & Insights. The Associate, Client Experience & Insights will assess the effectiveness and impact of Team Rubicon's programs and services on those individuals, families, and communities impacted by disasters and humanitarian crises. This will require the ability to operate at a critical intersection between development and improvement of programs and services (read capabilities). The Associate, Client Experience & Insights will be responsible for ensuring that Team Rubicon's impact on individuals, families, and communities affected by disasters and humanitarian crises is effective.

Every day will be a challenge, but every month brings new opportunities for an organization that is quickly becoming a household name in disaster response. This position reports to TR's Deputy Director, Client Experience and is based out of Team Rubicon's Headquarters in Los Angeles, CA.

Duties:

• Works closely with the Program Development team, the Deputy Director of Client Experience, and the Sr Associate, Analyst to identify measures of success, Key Performance Indicators (KPIs), and evaluation strategies for Team Rubicon programs and services
• Facilitate and contribute to the enhancement of data collection, management, and analysis to identify insights and drive continuous improvement of the client experience
• Analyze (for continuous improvement) sensors across service delivery, disaster client surveys, learning evaluations, feedback mechanisms, KPIs, etc.
• Facilitate the distribution, collection, and refinement of disaster client, volunteer, and enabling partners surveys, to drive organizational planning, decision-making and ensure effectiveness
• Operate systems and triggers for addressing low satisfaction scores, promoters and detractors, complaints, appeals, and work with internal stakeholders to optimize client service standards, accountability, and impact
• Analyze and prepare reports from survey results to internal stakeholders for continuous improvement
• Analyze and prepare reports assessing client demographic information
• Support the tracking of TR's Client Accountability Reporting Mechanism (CARM)
• Work closely with the Sr. Associate, Analyst to support the valuation processes & ensure the most appropriate metric to track the value of TR's programs and services
• Support data preparation and collaboration with research partners as well as provide reports to the executive team with respect to data findings

Experience and Background:

• Bachelor's degree in humanitarian studies, international development, international relations, business, marketing, statistics, public policy, or other analytical fields
• 1-3 years of data management experience, preferably utilizing Qualtrics Analytics
• 1 year of experience in humanitarian, or international development sectors preferred
• Previous case management or social work experience preferred
• Previous customer reporting, customer success and customer relations experience preferred

Special Requirements:

• This is a full time; hybrid/in-office position is based in Los Angeles, CA and provides a flexible & non-traditional work schedule (relocation expenses not provided).

Job Type

• Full-time, salary; exempt

Job Tier:

• Associate

Pay Range:

• $53,471 - $66,838 per year

Cultural Principles:

• Mission First, Greyshirt Always: Anyone joining TR must understand that our mission to provide disaster response comes first
• Step into the Arena: TR needs leaders who aren't afraid to dare to be great
• Everyone Has A Role Know It: Ability to successfully navigate a fast-paced, high-growth environment and solve problems in the face of ambiguity
• GSD: We are entrepreneurial, resourceful, and determined no matter how chaotic the situation
• Change Your Socks: We take care of ourselves and each other so we are best equipped to serve those in greatest need
• Adults Only: Every team member is an adult until proven otherwise
• Your Mother's A Donor: Every leader must be committed to fiduciary responsibility, transparency, and financial stewardship

Perks of the Team:

• Unlimited PTO
• Matching 401k contributions up to 4% (No vesting requirement)
• 100% company-paid health benefits for employees and their dependents
• Professional development, leadership development and events/conferences
• Annual National Volunteer Leadership Conference
• Annual Staff Leadership Conference
• Paid time off to volunteer with the non-profit of your choice
• Generous holiday schedule (including a paid week off between winter holidays)
• Fully stocked kitchens and frequent catered lunches (for LAHQ roles)
• In-office gym (for LAHQ roles)

The health of our staff and volunteers is a top priority for Team Rubicon. We require all new employees to be fully vaccinated against COVID-19 or to obtain an approved exemption as an accommodation. If you are not willing to be vaccinated, your offer will be rescinded unless Team Rubicon approves a valid exemption and reasonable accommodation for qualifying religious or medical reasons (or for other categories protected by applicable law. This policy is intended to comply with all state and local laws, including all applicable equal employment opportunity laws.

Learn more about Team Rubicon:

• Website: TeamRubiconUSA.org
• Facebook: Facebook.com/TeamRubicon
• Twitter: @TeamRubicon

Team Rubicon is an equal opportunity employer and is committed to not only including but actively seeking out a diversity of lifestyles, experiences, perspectives, and voices in order to foster inclusion, growth, and innovation. Your candidacy will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.