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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The role:
Join SoFi Money, one of the fastest growing businesses within SoFi. The Segment Manager for Core Experiences will have end-to-end responsibility for increasing engagement and satisfaction with our Checking & Savings product. This includes improving Net Promoter Score (NPS), reducing complaints, increasing engagement within the app, and driving adoption of other products within SoFi. This individual will interface with a cross-functional team of Marketing, Product, Engineering, Design, Operations, and Compliance counterparts and have regular exposure to senior leaders at SoFi. The ideal candidate will be a structured thinker who is willing to dive deep into problems, map out member journeys, and work effectively with others to drive change.
What you’ll do:
- Own the end-to-end responsibility for enhancing engagement and satisfaction with the Checking & Savings product
- Analyze customer feedback and complaints to develop actionable plans for reducing issues and improving the overall member experience
- Drive improvements in Net Promoter Score (NPS) by identifying pain points and implementing targeted solutions
- Map detailed member journeys to uncover opportunities for improvement and innovation across touchpoints
- Lead initiatives to drive adoption of complementary products such as credit cards, loans, and investment services.
- Partner closely with cross-functional teams—including Marketing, Product, Engineering, Design, Operations, and Compliance—to align goals and deliver seamless member experiences
- Lead regular data-driven reviews to measure impact, identify trends, and iterate on strategies to maximize satisfaction and engagement
- Communicate progress, insights, and recommendations clearly to senior leadership and stakeholders
- Foster a culture of collaboration, structured problem solving, and continuous improvement within and across teams
What you’ll need:
- Overall 5-8 years of consumer banking and/or payment business experience
- Bachelor's degree in Business, Finance, or a related field; MBA preferred.
- Strong strategic thinking and analytical skills, with the ability to translate insights into actionable plans.
- Ability to drive timely desired outcomes working collaboratively with various functional stakeholders
- Ability to work across multiple lines of business and effectively prioritize tasks. Ability to deal with ambiguity and competing objectives in a fast-paced environment.
- Excellent verbal and written communication skills, with the ability to effectively communicate with all levels of the organization
Top Skills
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