Segment Manager, Money Core Experiences

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