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Senior Manager, Consumer Insights

4 months ago

Newton, United States Sallie Mae Full time

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

Ready to bring your insights chops and grow your strategy muscles? We’re looking for a Senior Manager of Consumer Insights to join a small but mighty team of passionate researchers. If you have curiosity and customer-centricity running through your veins, please read on

The Consumer Insights team at Sallie Mae powers confidence across our organization by helping colleagues in brand, UX/CX, product, marketing, digital, and operations teams gain a deeper understanding of the journeys, needs, motivations, pain points and experience gaps of the students and families we serve. Our superpower is translating insights into action.

In your role, you will help infuse insights into strategic decisions, bring the voices of our customers into every conversation, and catalyze out-of-the box thinking - all with the goal of making our customers’ lives better.

What You Will Do

As part of the Consumer Insights team, the Senior Manager will bring additional research expertise and strategic thinking that drive consumer understanding and customer success.

More specifically, in this role you will:

Develop an actionable customer segmentation using multiple sources of existing customer insight, analytics, operational data and new primary researchActively collaborate with brand, creative and operations partners to create an end-to-end communications strategy with the goal of improving customer outcomes and brand lovePartner with analytics to identify and track campaign KPIs to inform optimizations and evolution of strategy and tacticsDesign and lead research initiatives across quantitative and qualitative methodologies, from defining objectives to delivering actionable results, to help uncover customer experience opportunities and evaluate the current position of our brandCreate and conduct impactful and engaging presentations of researching findings Contribute to the development and implementation of the annual learning agendaShare learnings and insights across the organization in both formal and informal ways, always representing our consumers’ voices

What You Have

Minimum education, skills and experience required.

Strong knowledge and experience with quantitative and qualitative methodologies, including primary and secondary research, survey design, and data analysis Experience with leading research initiatives end to end, from business question to actionable insightsHands-on experience with specific research techniques such as segmentation, ethnography and online communitiesExcellent communication and interpersonal skillsExperience with building and sharing compelling presentations with audiences across levels, including C-level executivesTrack record of success as a self-starter that contributes to team growthProven ability to work collaboratively in cross-functional teams, including brand, UX/CX, product, marketing, digital and operationsInitiative to think outside the box and be always on the look out for how to improve what we doAbility to manage multiple priorities and meet deadlines in a fast-paced environmentExperience with Qualtrics and SPSS is a plusBachelor's degree in market research, marketing, psychology, sociology, or a related field5+ years of experience in a consumer insights or market research role, with a track record of success

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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 to view the U.S. Pay Transparency Policy, and for federal job applicant notices.

Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process.