Note: The job is a remote job and is open to candidates in USA. Navient is seeking a Consumer Insights professional to help the company better understand its customers and the experiences that matter most to them. The role conducts market research, customer feedback programs, competitive analysis, and behavioral data analysis to improve the borrower experience, inform marketing and product strategies, and support business growth.
Responsibilities
- Design and execute quantitative and qualitative research studies to understand borrower needs, motivations, and optimize messaging and positioning. This includes developing screener questions and surveys and moderating focus groups
- Partner with other Marketing members to test and optimize messaging, positioning, and value propositions
- Conduct customer segmentation analyses to identify target borrower groups and growth opportunities
- Support borrower persona development based on research findings and behavioral data
- Conduct competitive intelligence research on student loan providers and market trends
- Deliver polished presentations summarizing research findings, business implications, and recommended actions
- Own ongoing Voice of Customer (VoC) collection and analysis across application and servicing touchpoints
- Partner with Product team to identify unmet borrower needs and prioritize product enhancements
- Conduct concept testing for new loan products, features, and borrower benefits
- Monitor customer satisfaction (CSAT), TrustPilot and customer effort metrics, identifying areas of opportunity or improvement
- Launch HotJar or similar type survey tools to solicit in-flow/in-app feedback
- Identify pain points within the borrower journey and recommend solutions to improve conversion and retention
- Analyze customer, application, origination data to identify trends and opportunities
- Integrate primary research findings with operational, marketing, and business performance data
- Develop dashboards/reports/presentations summarizing borrower insights and key market trends
- Utilize statistical techniques to identify drivers of borrower behavior and marketing effectiveness
- Translate complex data into actionable recommendations for business stakeholders
- Utilize FullStory, Amplitude and other customer experience analytics platforms to identify, investigate, and resolve borrower journey friction points across acquisition and application experiences
- Review and analyze borrower sessions, funnel performance, and behavioral data to uncover usability issues, optimization opportunities, and conversion barriers
- Partner with Product, Engineering, Analytics, Design, and Marketing teams to troubleshoot application flow issues and recommend data-driven improvements
- Translate customer experience observations into actionable product enhancements that improve marketing efficiency, conversion, customer satisfaction, and operational efficiency
- Support pre- and post-launch testing efforts and monitor implementation success through borrower behavior and performance metrics
- Partner with Marketing, Product, Analytics, and Compliance teams
- Facilitate stakeholder interviews and research workshops to define business questions and success metrics
- Present findings and recommendations to senior leadership
- Ensure research initiatives align with business objectives, borrower needs, and regulatory requirements
Skills
- 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
- Audience definition, screener development, 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 skills and storytelling skills — to both 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 like software
- Product metrics experience
- Experience in financial services/student lending
Benefits
- Paid time off that begins accruing on Day 1, plus My Day and paid company holidays.
- Medical, dental, and vision coverage for eligible employees and dependents, with access to health advocacy support.
- A 401(k) plan with employer match to support long-term financial security.
- Company-paid basic life insurance and short- and long-term disability coverage.
- Employee Assistance Program (EAP) and wellbeing resources, including digital health and chronic-condition support.
- Family planning resources.
- Pet insurance.
- Learning, development, and career growth opportunities through tuition reimbursement and our e-learning platform.
Company Overview