Manager, Digital Customer Analytics & Insights
Sallie Mae, Newark, DE, United States
Responsibilities
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 metrics
The 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.
Qualifications
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.
Benefits
Competitive base salaries
Bonus incentives
Generous PTO, Floating Holidays and 12 Federal Holidays observed
Support for financial‑well‑being and retirement 401k with employer match
Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
Employer paid short‑term/long‑term disability and basic life insurance
Flexible hybrid working arrangements
Paid parental leave and adoption reimbursement programs
Free 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 incentives
Tuition Reimbursement and Family Scholarship Programs
Career development and training opportunities
Equal Opportunity Employer Sallie 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. 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.
Americans with Disabilities Act (ADA) 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 the function, or only a limited number of employees are available to perform that function.
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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 metrics
The 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.
Qualifications
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.
Benefits
Competitive base salaries
Bonus incentives
Generous PTO, Floating Holidays and 12 Federal Holidays observed
Support for financial‑well‑being and retirement 401k with employer match
Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
Employer paid short‑term/long‑term disability and basic life insurance
Flexible hybrid working arrangements
Paid parental leave and adoption reimbursement programs
Free 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 incentives
Tuition Reimbursement and Family Scholarship Programs
Career development and training opportunities
Equal Opportunity Employer Sallie 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. 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.
Americans with Disabilities Act (ADA) 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 the function, or only a limited number of employees are available to perform that function.
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