Manager, Digital Customer Analytics & Insights

Sallie Mae; Newark (DE); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonus incentives

Generous PTO

401k with employer match

Medical, dental, vision coverage

Hybrid working arrangements

Parental leave

Job summary

Sallie Mae is seeking a Digital Customer Analytics & Insights Manager to own digital application funnel and customer journey analytics, accelerating growth and improving customer experiences. You will partner with Product, Marketing, and Brand teams to deepen journey insights across flows and drive efficiency and engagement.

Ideal candidates have 5+ years in analytics, strong coding skills (SAS/SQL/Python/R), and experience with data visualization tools.

Qualifications

• 5+ years of experience in analytics and cross-functional project leadership.
• Strong experience with SAS, SQL, Python, R or other programming languages.
• Familiarity with data visualization tools such as Tableau, Power BI, or similar.
• Excellent communication and ability to present complex data to stakeholders.

Responsibilities

• Conduct deep-dive digital analytics to understand customer behavior across funnels.
• Define digital measurement strategies and track key events and milestones.
• Lead A/B testing to identify friction points and improve customer experience.
• Own NPS analytics in partnership with Brand team and report franchise-level scores.
• Develop models and forecasts to support planning and decision making.
• Present findings to senior leadership to influence strategy.
• Collaborate with cross-functional teams to inform business strategies.
• Ensure data integrity and implement quality controls.

Skills

Analytics experience

Communication skills

Cross-functional collaboration

Problem solving

Data-driven decision making

Data visualization

Education

Bachelor’s degree in mathematics, statistics, economics, computer science, or related field

Master’s degree preferred

Tools

SAS

SQL

Python

R

Tableau

Power BI

Adobe Analytics

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 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.
  
  

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.

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

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.

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 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
  
  

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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. 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 [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.