Manager, Digital Customer Analytics & Insights

Mary Dickson; Newark (DE); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Bonus incentives

401k with employer match

Competitive base salary

Generous PTO and holidays

Medical/dental/vision

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 and Marketing to define measurement strategies, lead A/B testing, and present insights to senior leadership. This role requires advanced analytics skills, cross‑functional leadership, and strong communication across departments.

Qualifications

• Bachelor's degree in mathematics, statistics, economics, computer science, or related field required.
• 5+ years of analytics experience, with 2+ years in cross‑functional project management.
• Strong programming skills in SAS/SQL/Python/R or equivalent.
• Excellent communication to present complex data to varying stakeholders.
• Experience with data visualization tools (Tableau/Power BI) and analytics platforms.

Responsibilities

• Own digital application funnel and customer journey analytics to drive growth and improve experiences.
• Partner with Product and Marketing to define digital measurement strategies and track key events across touchpoints.
• Lead A/B testing to identify friction and optimize customer experience.
• Own NPS analytics and collaborate with Brand team to interpret factors affecting 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 align analytics with business objectives.
• Monitor data sources and implement quality controls to ensure data integrity.
• Develop dashboards to monitor funnel health, experiments, and digital engagement metrics.

Skills

SAS

SQL

Python

R

Communication

Cross‑functional leadership

Data visualization

Problem solving

Education

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

Tools

Tableau

Power BI

Adobe Analytics

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.

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

What you have

• 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 ActThe 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.

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

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.

SummaryLocation: Newark, DEType: Full time