Manager, Digital Customer Analytics & Insights

About the role

Join Sallie Mae, a leader in student finance, and be part of a mission to empower students through education. We're seeking a Digital Customer Analytics & Insights Manager to drive our digital transformation and enhance customer experiences.

Responsibilities

• Conduct deep-dive digital analytics to understand customer behavior drivers, funnel drop-offs, channel performance, and segmentation opportunities across digital journeys.
• 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 journeys to identify friction points and improve customer experience.
• Own NPS survey analytics in partnership with the Brand team, ensuring appropriate analytics to report franchise-level NPS scores, and interpret 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 metrics.

Requirements

• Bachelor's degree in mathematics, statistics, economics, computer science, or related field.
• Minimum of 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.
• Experience using GenAI for reporting and business analysis.
• Experience in financial services, e-commerce, retail, or consulting.