Senior Manager, Customer Experience
Apply NowCompany: Sallie Mae
Location: Newton, MA 02458
Description:
When you join Sallie, you become a champion for all students.
Sallie's Education Services team is a diverse group of growth-obsessed entrepreneurs, data analysts, engineers, and developers with a passion for imagining and building scalable businesses for students and families on their unique journey to-through and immediately after higher education. We're on a mission to revolutionize how students and their families plan, pay and complete this journey with confidence. Join a team of seekers, challengers and creative thinkers to change the way students plan for their future for the better.
What You'll Contribute
We are seeking an experienced and highly skilled Senior UX/UI Designer to join our growing team and play a critical role in expanding Sallie Mae's new Education Services division, "Sallie." This new line of business offers resources such as Scholarship Search, College Finder, FAFSA assistance, and more. The ideal candidate will help shape the future of these products by balancing strategic user research and testing with exceptional design execution.
This role will focus on driving user-centered design strategies while collaborating across teams to deliver exceptional digital experiences that align with the mission of helping students and families navigate their educational journeys.
What You'll Do
The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.
What you have
Minimum education, skills and experience required.
Preferred education, skills, and experience.
The Americans with Disabilities Act
The 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 the function, or only a limited number of employees are available to perform that function.
Feeling your best helps you do your best:
Our benefits take care of the whole you-so you can build your work around your life (not the other way around!).
Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!
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 (855) 756-2007 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.
Sallie's Education Services team is a diverse group of growth-obsessed entrepreneurs, data analysts, engineers, and developers with a passion for imagining and building scalable businesses for students and families on their unique journey to-through and immediately after higher education. We're on a mission to revolutionize how students and their families plan, pay and complete this journey with confidence. Join a team of seekers, challengers and creative thinkers to change the way students plan for their future for the better.
What You'll Contribute
We are seeking an experienced and highly skilled Senior UX/UI Designer to join our growing team and play a critical role in expanding Sallie Mae's new Education Services division, "Sallie." This new line of business offers resources such as Scholarship Search, College Finder, FAFSA assistance, and more. The ideal candidate will help shape the future of these products by balancing strategic user research and testing with exceptional design execution.
This role will focus on driving user-centered design strategies while collaborating across teams to deliver exceptional digital experiences that align with the mission of helping students and families navigate their educational journeys.
What You'll Do
- User Research & Testing:
- Collaborate with the research team to plan and conduct user research, usability testing, and analysis.
- Translate user insights into actionable design recommendations and solutions.
- Advocate for the user throughout the design process.
- Design Execution:
- Create wireframes, user flows, high-fidelity designs, and interactive prototypes.
- Utilize and expand the design system to ensure consistency and scalability across all "Sallie" products.
- Partner with cross-functional teams to bring concepts to life through iterative design.
- Strategic Design Leadership:
- Lead design discovery efforts, facilitating brainstorming sessions, workshops, and reviews.
- Present design concepts and user insights to stakeholders, aligning design decisions with business goals.
- Conduct website and product audits to identify opportunities for improvement.
- Collaboration & Mentorship:
- Work closely with product managers, developers, and other designers to ensure alignment and feasibility.
- Mentor junior designers on design best practices and user research methodologies.
The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.
What you have
Minimum education, skills and experience required.
- Minimum of 5 years of experience in UX/UI design, with a strong focus on user research and usability testing.
- Demonstrated ability to lead discovery work and translate user insights into impactful designs.
- Proficiency in design and prototyping tools such as Figma and FigJam.
- Experience managing and contributing to design systems.
- Exceptional communication skills with the ability to present ideas and insights clearly to both technical and non-technical audiences.
- Strong problem-solving skills and a proven track record of designing for web and mobile platforms.
- Knowledge of accessibility standards (WCAG) and their integration into designs.
- Strong leadership skills, with the ability to lead and inspire cross-functional teams to achieve common goals.
- Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.
- Passion for delivering exceptional customer experiences and a commitment to continuous improvement.
Preferred education, skills, and experience.
- Bachelor's degree in Computer Science, Human-Computer Interaction, Graphic Design, Psychology, Industrial Design, Anthropology or a related field; MBA preferred.
- A strong portfolio showcasing a range of product design work, including research-led projects and high-fidelity designs.
- Additional Considerations for UX bootcamps, online courses, or certifications such as Nielsen Norman Group Certification and Google UX Design Certificate.
The Americans with Disabilities Act
The 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 the function, or only a limited number of employees are available to perform that function.
Feeling your best helps you do your best:
Our benefits take care of the whole you-so you can build your work around your life (not the other way around!).
- 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
Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!
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 (855) 756-2007 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.