Own ongoing Voice of Customer (VoC) collection and analysis across application and servicing ... Navient is a drug free workplace.
Navient
1 Navient Customer Service Associate Jobs Hiring Near You
Own ongoing Voice of Customer (VoC) collection and analysis across application and servicing ... Navient is a drug free workplace.
Navient Jobs Information
Do workers at Navient get paid breaks?
Yes. Most people get paid breaks.
76% of people say they get paid breaks.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
76% of people say they get paid breaks.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
Does Navient pay people when they’re sick?
Yes. Most people get paid when they’re sick.
67% of people say they would get paid if they were sick but scheduled to work.
Based on data from 18 people who took the Breakroom Quiz between November 2024 and August 2025.
67% of people say they would get paid if they were sick but scheduled to work.
Based on data from 18 people who took the Breakroom Quiz between November 2024 and August 2025.
At Navient, are sick days and vacation days separate paid time off?
Only some people have separate paid time off for sick days and vacation.
60% of people say they have to use vacation days when they’re out sick.
Based on data from 5 people who took the Breakroom Quiz between June 2025 and August 2025.
60% of people say they have to use vacation days when they’re out sick.
Based on data from 5 people who took the Breakroom Quiz between June 2025 and August 2025.
Is the health insurance from Navient affordable enough for their workers?
Most people say the health insurance costs are okay.
100% of people say the health insurance costs are okay
Based on data from 9 people who took the Breakroom Quiz between April 2025 and August 2025.
100% of people say the health insurance costs are okay
Based on data from 9 people who took the Breakroom Quiz between April 2025 and August 2025.
Do people get paid time off at Navient?
Most people get paid time off work.
100% of people say they get paid time off.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and August 2025.
100% of people say they get paid time off.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and August 2025.
How far ahead of time do people find out their work schedule?
Most people find out their schedule less than four weeks ahead of time.
Based on data from 11 people who took the Breakroom Quiz between November 2024 and August 2025.
- 55% of people with changing schedules find out their shifts one week or less ahead of time.
- 18% of people with changing schedules find out their shifts two weeks ahead of time.
- 0% of people with changing schedules find out their shifts three weeks ahead of time.
- 27% of people with changing schedules find out their shifts four weeks or more ahead of time.
Based on data from 11 people who took the Breakroom Quiz between November 2024 and August 2025.
Do workers at Navient worry about hours?
Most people don’t worry about getting enough hours.
88% of people report they don’t worry about getting enough hours.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
88% of people report they don’t worry about getting enough hours.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
Do Navient workers get to choose the shifts they work?
Most people get to choose which shifts they work.
80% report that they have enough control over which shifts they work.
Based on data from 15 people who took the Breakroom Quiz between November 2024 and August 2025.
80% report that they have enough control over which shifts they work.
Based on data from 15 people who took the Breakroom Quiz between November 2024 and August 2025.
How easy is it for Navient workers to change shifts?
Most people find it easy to change shifts.
86% of people report that it’s easy to change shifts if they need to.
Based on data from 14 people who took the Breakroom Quiz between November 2024 and August 2025.
86% of people report that it’s easy to change shifts if they need to.
Based on data from 14 people who took the Breakroom Quiz between November 2024 and August 2025.
How easy is it to get time off at Navient?
Most people find it easy to get time off.
89% of people report it’s easy to get time off.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
89% of people report it’s easy to get time off.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
Do Navient managers change schedules at the last minute?
Most managers don’t change people’s schedules at the last minute.
89% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
89% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
Do jobs at Navient spill into time workers aren’t paid for?
Rarely. The job doesn't usually spill into unpaid time.
0% of people report that their job takes up time that they don’t get paid for.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
0% of people report that their job takes up time that they don’t get paid for.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
How easy is it to take sick days at Navient?
Most people find it easy to take sick days.
90% of people report that it’s easy to take time off if they are sick.
Based on data from 20 people who took the Breakroom Quiz between November 2024 and August 2025.
90% of people report that it’s easy to take time off if they are sick.
Based on data from 20 people who took the Breakroom Quiz between November 2024 and August 2025.
Do people at Navient feel treated with respect by their managers?
Most people feel treated with respect by their managers.
79% of people say they’re treated with respect by their managers.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
79% of people say they’re treated with respect by their managers.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
Do people at Navient get to take their breaks without interruption?
Most people get breaks without interruption.
100% of people report that they get to take their breaks without interruption.
Based on data from 20 people who took the Breakroom Quiz between November 2024 and August 2025.
100% of people report that they get to take their breaks without interruption.
Based on data from 20 people who took the Breakroom Quiz between November 2024 and August 2025.
Is it stressful to work at Navient?
Some people feel stressed here.
63% of people say they often feel stressed at work.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
63% of people say they often feel stressed at work.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
Do people at Navient enjoy their jobs?
Only some people enjoy their job.
35% of people report they don’t enjoy their job.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
35% of people report they don’t enjoy their job.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
Do people at Navient recommend working with their team?
Only some people recommend working with their team.
45% of people report that they wouldn’t recommend working with their immediate team to a friend.
Based on data from 20 people who took the Breakroom Quiz between November 2024 and August 2025.
45% of people report that they wouldn’t recommend working with their immediate team to a friend.
Based on data from 20 people who took the Breakroom Quiz between November 2024 and August 2025.
Do people get enough training when they start at Navient?
Most people got enough training when they started.
78% of people report they got enough training when they started working here.
Based on data from 18 people who took the Breakroom Quiz between November 2024 and August 2025.
78% of people report they got enough training when they started working here.
Based on data from 18 people who took the Breakroom Quiz between November 2024 and August 2025.
Do people get support to advance at Navient?
Only some people are given support to advance their career here.
In the last year, 53% of people report not being given support to advance their career here.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
In the last year, 53% of people report not being given support to advance their career here.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
Do people think Navient’s headquarters understands what’s happening where they work?
Most people think headquarters doesn’t understand what’s happening where they work.
79% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
79% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 19 people who took the Breakroom Quiz between November 2024 and August 2025.
Do workers feel well informed about how Navient is doing?
Only some people feel well informed about how the company is doing.
41% of people feel that they aren’t kept well informed about how the company is doing as a whole.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
41% of people feel that they aren’t kept well informed about how the company is doing as a whole.
Based on data from 17 people who took the Breakroom Quiz between November 2024 and August 2025.
What other companies are hiring for Customer Service Associate jobs?
What are the most popular jobs at Navient?
What are the most popular categories at Navient?
Full-time
Medical, Dental, Vision, Life, Retirement, PTO
Posted 5 days ago
Navient rating
7.4
Based on 20 frontline employees who took The Breakroom Quiz
Job description
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 business objectives, borrower needs, and regulatory requirements.
Minimum 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.
This role is open to Midlevel candidates; final level will bedeterminedbased on experience and qualifications.
Preferred Qualifications
- Product metrics experience.
- Experience in financial services/student lending.
Key Capabilities
- 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
In addition to meaningful work, Navient offers a benefits package designed to support balance, flexibility, and longterm wellbeing.
Benefits designed with balance in mind.
Navient's benefits are thoughtfully designed to support employees from day one, with an emphasis on stability, flexibility, and longterm support. From health coverage to financial security and time away, our approach is simple: provide meaningful support that helps work feel sustainable.
What's included:
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 longterm financial security.
Companypaid basic life insurance and short and longterm disability coverage.
Employee Assistance Program (EAP) and wellbeing resources, including digital health and chroniccondition support.
Family planning resources.
Pet insurance.
Learning, development, and career growth opportunities through tuition reimbursement and our e-learning platform.
IMPORTANT NOTICES:
All offers of employment are contingent on standard background checks. Depending on the needs of our business, the successful candidate may be subject to further background checks to determine eligibility and suitability.
EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.
Navient is a drug free workplace.