Senior Consumer Insights Analyst

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Navient

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2014

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Navient is a company providing technology-enabled education finance and business processing solutions. They offer services such as student loan servicing and refinancing, education financing, scholarships, and various financial solutions aimed at simplifying financial lives and helping individuals save time and money. Navient's portfolio includes business processing solutions like customer care, transportation asset recovery, and payment processing. The company's efforts are focused on solving financial challenges with a commitment to social responsibility and a performance-driven culture.

📋 Description

• Design and execute quantitative and qualitative research studies to understand borrower needs, motivations, messaging, and positioning • Develop screener questions and surveys and moderate focus groups • Test and optimize messaging, positioning, and value propositions • Conduct customer segmentation analyses and support borrower persona development • Conduct competitive intelligence research on student loan providers and market trends • Present research findings, business implications, and recommended actions • Own ongoing Voice of Customer collection and analysis across application and servicing touchpoints • Identify unmet borrower needs and prioritize product enhancements with the Product team • Conduct concept testing for new loan products, features, and borrower benefits • Monitor CSAT, TrustPilot, and customer effort metrics • Launch HotJar or similar survey tools for in-flow/in-app feedback • Identify borrower-journey pain points and recommend solutions to improve conversion and retention • Analyze customer, application, and origination data to identify trends and opportunities • Integrate primary research findings with operational, marketing, and business performance data • Develop dashboards, reports, and presentations summarizing borrower insights and market trends • Use statistical techniques to identify drivers of borrower behavior and marketing effectiveness • Translate complex data into actionable recommendations • Use FullStory, Amplitude, and other customer experience analytics platforms to identify and resolve journey friction points • Review borrower sessions, funnel performance, and behavioral data to uncover usability issues, optimization opportunities, and conversion barriers • Partner with Product, Engineering, Analytics, Design, Marketing, and Compliance teams on data-driven improvements • Support pre- and post-launch testing and monitor implementation success • Facilitate stakeholder interviews and research workshops • Present findings and recommendations to senior leadership • Ensure research initiatives align with business objectives, borrower needs, and regulatory requirements

🎯 Requirements

• Bachelor’s Degree; additional equivalent experience above the required minimum may substitute • At least 4 years of experience in market research, customer insights, consumer research, UX research, or a related field • Experience conducting both qualitative and quantitative research • Experience designing customer prospect surveys, interviews, focus groups, and customer feedback programs • Product metrics experience preferred • Experience in financial services/student lending preferred • Audience definition, screener development, and recruitment oversight • Moderating skills, including 1:1, group, remote, usability, and persona work • Quantitative survey design and development • Fielding quantitative surveys • Quantitative data analysis • Entrepreneurial ability creating internal research products • Presentation and storytelling skills for tactical teams and leadership • Report writing • Problem-solving skills • Ability to translate customer insights into business recommendations • Experience with Usertesting.com, FullStory, Amplitude, Hotjar, or similar software • Successful candidates are subject to standard background checks and potentially further background checks • Must be able to work in a drug-free workplace

🏖️ Benefits

• Paid time off accruing from Day 1 • My Day • Paid company holidays • Medical, dental, and vision coverage for eligible employees and dependents • Health advocacy support • 401(k) plan with employer match • Company-paid basic life insurance • Short- and long-term disability coverage • Employee Assistance Program (EAP) • Wellbeing resources, including digital health and chronic-condition support • Family planning resources • Pet insurance • Learning, development, and career growth opportunities • Tuition reimbursement • E-learning platform