Manager, Digital Customer Analytics & Insights

SMB Business Development, Inc.; Newark (DE); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Competitive base salary and bonus incentives

Generous PTO and holidays

401(k) with employer match

Comprehensive health insurance

Flexible hybrid working arrangements

Tuition reimbursement

Job summary

SMB Business Development, Inc. is seeking a Digital Customer Analytics & Insights Manager in Newark, Delaware. In this role, you will manage digital application funnel and customer journey analytics, collaborating with Product and Marketing teams to optimize performance and enhance customer experiences. You'll be responsible for leading analytics initiatives, utilizing various tools like SAS, SQL, and Python to drive insights and influence strategic decisions.

The ideal candidate has a Bachelor's degree in a relevant field, 5+ years in analytics, and exceptional communication skills. This position offers a comprehensive benefits package, including competitive salary and flexible hybrid working arrangements.

Qualifications

• 5+ years of experience in analytics, with at least 2 years managing cross-functional projects.
• Demonstrated ability to lead and manage projects and deliver high-quality analytics outputs.
• Familiarity with data visualization tools such as Tableau, Power BI, or similar.

Responsibilities

• Own digital application funnel and customer journey analytics.
• Lead analytical initiatives in partnership with Product and Marketing teams.
• Conduct deep-dive digital analytics to understand customer behavior.

Skills

Analytical skills

Strong communication skills

Problem-solving

Collaboration

Education

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

Tools

SAS

SQL

Python

R

Tableau

Power BI

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.

• Conduct deep‑dive digital analytics to understand customer behavior drivers, funnel drop‑offs, channel performance, and segmentation opportunities across the 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 the A/B testing agenda for the digital journey 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 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.

Minimum Qualifications

• Bachelor’s degree in mathematics, statistics, economics, computer science, or a 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 Qualifications

• Master’s degree in mathematics, statistics, economics, computer science, or a 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.
• Experience using GenAI for reporting and business analysis.

Benefits

• Competitive base salary and bonus incentives.
• Generous PTO, floating holidays, and 12 federal holidays.
• Support for financial well‑being and retirement: 401(k) 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.
• On‑site staffed fitness centers and gym subsidies.
• 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 & Accommodations

The Americans with Disabilities Act prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities. 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 option9.

All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.