Sr Consumer Insights Analyst

Navient Solutions LLC

The Consumer Insights professional plays a key role in helping Navient better understand our customers and the experiences that matter most to them. Through market research, customer insights, feedback programs, competitive analysis, and behavioral data, you'll uncover opportunities to enhance the borrower experience, inform marketing and product strategies, and drive business growth.

In this highly collaborative role, you'll gather and translate customer and prospect feedback into actionable insights that improve messaging, strengthen product offerings, and optimize the end-to-end customer journey. Partnering closely with teams across Marketing, Product, Analytics, Design, Engineering, Compliance, and Operations, you'll help ensure the voice of the customer is reflected in key business decisions.

Areas of Responsibility
Market Research & Consumer Insights

- 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.

Product Research & Customer Experience

- 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.

Analytics & Data Interpretation

- 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.

Digital Experience & Product Optimization

- 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.

Cross-Functional Collaboration

- 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 bus