Manager, Digital Customer Analytics & Insights

Summary

What You'll Contribute 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 journeyPartner with Product and Marketing teams to define digital measurement strategies, ensuring accurate tracking of customer interactions, key events, and funnel milestones across digital touchpointsLead A/B testing agenda for digital journey to identify friction points and improve customer experienceOwn 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 scoresDevelop models and forecasts to support business planning and decision‑makingPresent findings and recommendations to senior leadership to influence strategic decision‑makingCollaborate with cross‑functional teams to understand business objectives and provide insights to inform business strategiesEnsure data integrity and accuracy by monitoring data sources and implementing quality control processesDevelop digital performance reporting and dashboards to monitor funnel health, experimentation outcomes, and key digital engagement metricThe above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.What you 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.The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the “essential functions” of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing that function, or only a limited number of employees are available to perform that function.Feeling your best helps you do your best:Our benefits take care of the whole you—so you can build your work around your life (not the other way around!).Competitive base salariesBonus incentivesGenerous PTO, Floating Holidays and 12 Federal Holidays observedSupport for financial‑well‑being and retirement 401k with employer matchComprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and moreEmployer paid short‑term/long‑term disability and basic life insuranceFlexible hybrid working arrangementsPaid parental leave and adoption reimbursement programsFree access to on‑site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentivesTuition Reimbursement and Family Scholarship ProgramsCareer development and training opportunitiesSallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.Click here to view the U.S. Pay Transparency Policy, here for federal job applicant notices, and here to view the California Employee Privacy Notice.Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call (855) 756-2007 and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.SummaryLocation: Newark, DEType: Full time#J-18808-Ljbffr

Job Description

What You'll Contribute 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 journeyPartner with Product and Marketing teams to define digital measurement strategies, ensuring accurate tracking of customer interactions, key events, and funnel milestones across digital touchpointsLead A/B testing agenda for digital journey to identify friction points and improve customer experienceOwn 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 scoresDevelop models and forecasts to support business planning and decision‑makingPresent findings and recommendations to senior leadership to influence strategic decision‑makingCollaborate with cross‑functional teams to understand business objectives and provide insights to inform business strategiesEnsure data integrity and accuracy by monitoring data sources and implementing quality control processesDevelop digital performance reporting and dashboards to monitor funnel health, experimentation outcomes, and key digital engagement metricThe above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.What you 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.The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the “essential functions” of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing that function, or only a limited number of employees are available to perform that function.Feeling your best helps you do your best:Our benefits take care of the whole you—so you can build your work around your life (not the other way around!).Competitive base salariesBonus incentivesGenerous PTO, Floating Holidays and 12 Federal Holidays observedSupport for financial‑well‑being and retirement 401k with employer matchComprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and moreEmployer paid short‑term/long‑term disability and basic life insuranceFlexible hybrid working arrangementsPaid parental leave and adoption reimbursement programsFree access to on‑site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentivesTuition Reimbursement and Family Scholarship ProgramsCareer development and training opportunitiesSallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.Click here to view the U.S. Pay Transparency Policy, here for federal job applicant notices, and here to view the California Employee Privacy Notice.Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call (855) 756-2007 and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.SummaryLocation: Newark, DEType: Full time#J-18808-Ljbffr