Manager, Digital Customer Analytics & Insights

Summary

Digital Customer Analytics & Insights Manager

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school.To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way. We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other. This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more. We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

As a Digital Customer Analytics & Insights Manager, you will own digital application funnel and customer journey analytics to accelerate business growth, optimize performance, and improve customer experiences. You will lead analytical initiatives in partnership with Product and Marketing teams to deepen understanding of the customer journey across multiple flows and identify opportunities to improve efficiency, engagement, and decision-making across the organization. You would also partner with Brand team to conduct NPS survey and NPS reporting.

What You'll Do:

• Conduct deep-dive digital analytics to understand customer behavior drivers, funnel drop-offs, channel performance, and segmentation opportunities across digital journey
• Partner with Product and Marketing teams to define digital measurement strategies, ensuring accurate tracking of customer interactions, key events, and funnel milestones across digital touchpoints
• Lead A/B testing agenda for digital journey to identify friction points and improve customer experience
• Own NPS survey analytics in partnership with Brand team, ensuring appropriate analytics to report franchise-level NPS scores, and interpretation of internal and external factors affecting NPS scores
• Develop models and forecasts to support business planning and decision-making. Present findings and recommendations to senior leadership to influence strategic decision-making.
• Collaborate with cross-functional teams to understand business objectives and provide insights to inform business strategies.
• Ensure data integrity and accuracy by monitoring data sources and implementing quality control processes.
• Develop digital performance reporting and dashboards to monitor funnel health, experimentation outcomes, and key digital engagement metric.

What You'll Have:

Minimum: education, skills and experience required. Bachelor's degree in mathematics, statistics, economics, computer science, or related field. 5+ years of experience in analytics, with at least 2 years of experience managing cross-functional projects. Strong experience with SAS, SQL, Python, R, or other programming languages Demonstrated ability to lead and manage projects and deliver high-quality analytics outputs. Excellent communication skills, with the ability to present complex data in a clear and concise manner to stakeholders at all levels of the organization. Strong problem-solving and critical thinking skills. Demonstrated ability to work collaboratively across departments and functions. Familiarity with data visualization tools such as Tableau, Power BI, or similar.

Preferred: Master's degree in mathematics, statistics, economics, computer science, or related field Strong experience with digital analytics, including Adobe Analytics, to analyze web and app customer behavior, funnels, and conversion performance Demonstrated experience in financial services, e-commerce, retail or consulting is preferred Experience using GenAI for reporting and business analysis.

Job Description

Digital Customer Analytics & Insights Manager

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school.To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way. We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other. This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more. We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

As a Digital Customer Analytics & Insights Manager, you will own digital application funnel and customer journey analytics to accelerate business growth, optimize performance, and improve customer experiences. You will lead analytical initiatives in partnership with Product and Marketing teams to deepen understanding of the customer journey across multiple flows and identify opportunities to improve efficiency, engagement, and decision-making across the organization. You would also partner with Brand team to conduct NPS survey and NPS reporting.

What You'll Do:

• Conduct deep-dive digital analytics to understand customer behavior drivers, funnel drop-offs, channel performance, and segmentation opportunities across digital journey
• Partner with Product and Marketing teams to define digital measurement strategies, ensuring accurate tracking of customer interactions, key events, and funnel milestones across digital touchpoints
• Lead A/B testing agenda for digital journey to identify friction points and improve customer experience
• Own NPS survey analytics in partnership with Brand team, ensuring appropriate analytics to report franchise-level NPS scores, and interpretation of internal and external factors affecting NPS scores
• Develop models and forecasts to support business planning and decision-making. Present findings and recommendations to senior leadership to influence strategic decision-making.
• Collaborate with cross-functional teams to understand business objectives and provide insights to inform business strategies.
• Ensure data integrity and accuracy by monitoring data sources and implementing quality control processes.
• Develop digital performance reporting and dashboards to monitor funnel health, experimentation outcomes, and key digital engagement metric.

What You'll Have:

Minimum: education, skills and experience required. Bachelor's degree in mathematics, statistics, economics, computer science, or related field. 5+ years of experience in analytics, with at least 2 years of experience managing cross-functional projects. Strong experience with SAS, SQL, Python, R, or other programming languages Demonstrated ability to lead and manage projects and deliver high-quality analytics outputs. Excellent communication skills, with the ability to present complex data in a clear and concise manner to stakeholders at all levels of the organization. Strong problem-solving and critical thinking skills. Demonstrated ability to work collaboratively across departments and functions. Familiarity with data visualization tools such as Tableau, Power BI, or similar.

Preferred: Master's degree in mathematics, statistics, economics, computer science, or related field Strong experience with digital analytics, including Adobe Analytics, to analyze web and app customer behavior, funnels, and conversion performance Demonstrated experience in financial services, e-commerce, retail or consulting is preferred Experience using GenAI for reporting and business analysis.