Senior Director of Customer Insights


Customer Service & Support

NGO, NPO & Charity KSh Confidential
3 weeks ago

Job Summary

Ability to work on multiple projects under pressure and thrive in a fast-paced environment. BA/BS degree or equivalent; MBA or technical degree a plus.

  • Minimum Qualification:Bachelor
  • Experience Level:Mid level
  • Experience Length:8 years

Job Description/Requirements

Want to help us, help others? We’re hiring!

GoFundMe is a global community of over 100 million people with the common purpose of helping one another. Our mission is to help people help each other by making it safe and easy for people to ask for help and support causesfor themselves, each other, and their communities. In 2022, GoFundMe joined together with Classy, a leading nonprofit fundraising software company that enables nonprofits to connect supporters with the causes they care about. Together, GoFundMe and Classy have empowered people and organizations to raise more than $25 billion since 2010. Our vision is to become the most helpful place in the world.

The GoFundMe team is searching for our next Senior Director of Customer Insights who believes in the impact of GoFundMe and is passionate about our mission to help people help others. The successful candidate will lead qualitative and quantitative research to deliver ongoing insights into attitudes and behaviors related to fundraising and donations for our current and future customers in 19 countries across the world. Your job will be to ensure we have a clear understanding of actionable insights of the obstacles and opportunities of using GoFundMe to help people help each other.

The Job

  • User Research Expert: Responsible for the ongoing development and understanding of user segments and personas that give unique insights into the needs and motivations of the people who use GoFundMe and participate in charitable fundraising and giving.
  • User Research Ownership: Lead the vision, strategy, development, and successful execution of new user research initiatives supporting the evolution of our product offering as we aim to better serve our current and future customers.
  • Customer Obsessed: Be a passionate advocate for the needs of our customers creating, managing, and donating to people in need through GoFundMe campaigns.
  • Clear Customer Messaging: Work closely with our marketing, customer care, and product teams to inform our customer-facing messaging.
  • Drive Actionable Insights: Distill a wide variety of insights from the entire fundraising lifecycle – from initial awareness, to fund raiser creation, management, promotion, gathering donations, beneficiary cash withdrawal, and after fundraising re-engagement opportunities.
  • Analytics: Help drive our ongoing segmentation and persona insights into our customer data platform so we can accurately identify and better predict customer behavior while people are using the product.
  • Collaboration: Work cross-functionally with product, design, marketing, customer support, engineering, data, and other teams to aggregate insights and build out an amazing product.
  • Communication: Articulate the problem you’re solving, the vision you are going after, write crisp and clear requirements and communicate the challenges and constraints to senior management and team members of all disciplines.


  • User research expertise: The Ideal candidate will have extensive experience building and leading qualitative and quantitative user research insights on consumer products that serve millions of people.
  • Have a proven track record for building actionable insights for product, marketing, design, and our customer operations teams with emphasis on the charitable giving space.
  • Have a minimum of 8+ years of user research experience with large scale consumer products.
  • Demonstrated ability to lead and partner with cross functional stakeholders in design, product management, engineering, marketing, customer care, and other cross-functional stakeholders.
  • Strong communicator with the ability to bring people together to define a common vision and plan for action.
  • Ability to work on multiple projects under pressure and thrive in a fast-paced environment.
  • BA/BS degree or equivalent; MBA or technical degree a plus.

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