"Whatever topic we explore, our goal is always the same: determine what's going to help our customers the most."
Get to know: Julie
Market Research, Virginia
At Navient, we know there's an easy way to find out what people want: just ask them. As a researcher, Julie is always listening to our customers' feedback, and she sees firsthand the impact that listening can have.
Julie says, "We collect very targeted, personal feedback, allowing us to see things from an individual's perspective." From focus groups to website user testing to customer panels to broad online surveys, Julie's "on the ground" insights help Navient guide borrowers to financial success.
For example, every year millions of student loan borrowers leave school and prepare to begin repaying their loans. Julie says, "Customers told us that they're looking for more frequent, personalized communications about what to expect during this grace period. It's a big transition, and they want to make smart choices." As a result of this customer input, Navient enhanced its touch points for borrowers in grace, adding new communications and updating existing ones to ensure people get the right information at the right time.
"Whatever topic we explore," Julie notes, "our goal is always the same: determine what's going to help our customers the most. Internal surveys of our own employees show our people are truly committed to our mission, that they really want to 'get it right' for customers."