Manager, Customer Business Analytics

SMB Business Development, Inc.; Newark (DE); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Generous PTO and holidays

401k with employer match

Comprehensive medical/dental/vision

Job summary

Sallie Mae is seeking a Manager of Customer Business Analytics to develop insights that accelerate growth, optimize performance, and enhance customer experiences across the full funnel.

You will lead analytical initiatives from prequalification to conversion, identifying opportunities to improve funnel efficiency, engagement, and decision-making. Build models, forecast plans, and present recommendations to executive leadership.

Qualifications

• Strong experience with SAS, SQL, Python, R, or other analytics languages.
• Proven ability to lead cross-functional projects and deliver analytics outputs.
• Excellent communication to present data to stakeholders at all levels.
• Familiarity with data visualization tools such as Tableau, Power BI, or similar.

Responsibilities

• Develop and implement analytical frameworks to uncover insights, improve business performance, and optimize conversion funnels across customer touchpoints.
• Analyze complex data sets to identify patterns, trends and friction points within the prequalification process, application funnel, and broader customer journey that will drive business growth.
• Develop models and forecasts to support business planning and decision-making.
• Conduct deep-dive analyses to understand customer behavior drivers, drop-off points, channel performance, and segmentation opportunities.
• 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.
• Stay up-to-date with industry trends and emerging technologies to drive innovation and continuous improvement.

Skills

SAS

SQL

Python

R

Tableau

Power BI

Education

Bachelor's degree

Master's degree

Tools

Tableau

Power BI

SQL

SAS

Job description

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.

What You’ll Contribute

As the Manager of Customer Business Analytics you will be responsible for developing insights that accelerate business growth, optimize performance, and improve customer experiences across the full funnel.

You will lead analytical initiatives that deepen understanding of the customer journey—from prequalification through conversion—and identify opportunities to improve funnel efficiency, engagement, and decision-making across the organization.

What You’ll Do

Develop and implement analytical frameworks to uncover insights, improve business performance, and optimize conversion funnels across customer touchpoints.

Analyze complex data sets to identify patterns, trends and friction points within the prequalification process, application funnel, and broader customer journey that will drive business growth.

Develop models and forecasts to support business planning and decision-making.

Conduct deep-dive analyses to understand customer behavior drivers, drop-off points, channel performance, and segmentation opportunities.

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.

Stay up-to-date with industry trends and emerging technologies to drive innovation and continuous improvement.

The above information is intended to describe the general nature and level of work performed

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

Strong experience with SAS, SQL, Python, R, or other programming languages commonly used in analytics. 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. Experience in e-commerce or retail analytics is preferred.

Preferred

Bachelor's or Master'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.

The Americans with Disabilities Act

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.

Our 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.

Policy links

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

Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call [phone] 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.

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.