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Phoenix – Mesa – Scottsdale, AZ

Principal – Customer Experience – Home Loans at Discover (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description 

Seeking candidates with a passion for helping Discover deliver exceptional experience to lead the development and execution of the customer experience function within the Discover Home Loan (DHL) business. Key responsibilities will be complaint management, coordinating and leading action plans to address root causes of customer dissatisfaction, monitoring customer satisfaction metrics and management of projects to further strengthen our customer experience across all channels. Additional responsibilities include managing Voice of the Customer analysis. The right candidate must have exceptional analytic, project management and communication skills while being comfortable working across Marketing, Sales, Digital and Operations.

Responsible for supporting the development, implementation, and management of new feature creation on existing and new products. Responsible for fielding customer and analytical data to drive product innovation recommendations, and will lead cross-functional teams to implement new features. In addition, responsible for leading customer experience strategies and projects, including directing complaint management efforts. The manager will identify and coordinate efforts to capture opportunities to enhance the customer experience across all customer touchpoints. 

Specifically, this position is responsible for managing voice of the customer insights for Discover Home Loans with oversight of all customer data sources (survey, feedback, complaints, social media, online reviews, regulatory organizations), data analysis and improvements to the overall customer experience. This role partners with business stakeholders to assess current pain points and develop solutions to improve existing processes, communication, training and technology. Additionally, this position leads the continued expansion of customer insight tools and research methods to increase data collection frequency and methods. This person is part of a strategic team that identifies opportunities to increase customer satisfaction and reduce complaints within a rapidly changing and fast-paced environment. The position will partner with several internal stakeholders (Marketing, Field Operations, Operations Strategy, Policy & Procedures, Legal, Compliance, BRIC and Consumer Banking Operations) as well as external parties.


  • Analyze trends to identify operational, process or systemic failures that pose a risk to the organization and provide solutions for process improvements.

  • Present findings in a compelling manner, both written and verbal, to all levels of the organization (including senior leadership), using data to tell the story.

  • Partner with extended team members to identify pain points across the customer journey and develop quick and actionable improvements.

  • Refine existing data collection methods and develop additional capabilities across the customer journey to create a deep understanding of the customer’s end to end experience and reactions to individual components of the experience.

  • Responsible for managing the development and implementation of key initiatives, product enhancements, and customer experience.

  • Partners with BT and PMO to ensure BT projects are delivering business strategy. Comanages key projects with BT Lead

  • Leads customer experience reviews on key customer events/interactions from start to finish to identify areas of opportunity for feature development, improving communication, or enhancing the customer experience and more.

  • Monitors the performance of the customer base to measure product success and identify opportunities.

  • Creates Customer Experience strategy roadmap

  • Develops insights through evaluation of existing customer KPIs and shares key insights across the department.

  • Responsible for managing the development and implementation of key initiatives, product enhancements, and customer experience.

  • Partners with BT and PMO to ensure BT projects are delivering business strategy. Co-manages key projects with BT Lead.

  • Leads customer experience reviews on key customer events/interactions from start to finish to identify areas of opportunity for feature development, improving communication, or enhancing the customer experience and more.

  • Monitors the performance of the customer base to measure product success and identifies opportunities.

  • Develops insights through evaluating existing customers’ KPIs, and shares key insights across the department.

Minimum Qualifications

At a minimum, here’s what we need from you:

  • Bachelor's Degree in Marketing, Business, or related field

  • 6+ years of experience in Marketing, Financial Services Marketing

  • In lieu of a degree, 10+ years of experience in Marketing, Financial Services Marketing

Preferred Qualifications

If we had our say, we’d also look for:

  • Master's Degree in Marketing, Business, or related field

  • 1+ years of experience in people management

  • In lieu of a degree, 1+ years of experience in people management

  • 3+ years of experience in Consumer Insights or related field

  • Experience working with field operations

  • Mortgage or financial services industry experience

  • Previous experience managing VOC programs and/or data collection

  • Experience with customer-related software (i.e., Tealeaf, Glassbox, Ominture SiteCatalyst, Google Analytics, eGain, Salesforce) and/or Tableau preferred.


What are you waiting for? Apply today!

The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • AWS (Amazon Web Services)Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Neo4jLanguages
    • RLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
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    • SparkFrameworks
    • SpringFrameworks
    • Amazon Web ServicesFrameworks
    • AnsibleFrameworks
    • AWS PortfolioFrameworks
    • BlockchainFrameworks
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    • DockerFrameworks
    • Google Cloud PlatformFrameworks
    • KubernetesFrameworks
    • Lambda ArchitectureFrameworks
    • OpenAPIFrameworks
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    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • TeradataDatabases
    • ServerlessDatabases
    • TerraformDatabases
    • Google AnalyticsAnalytics
    • SparkAnalytics
    • H20Analytics
    • Machine Learning Analytics
    • Natural Language Processing Analytics
    • Programmable BotsAnalytics
    • AxureDesign
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • MiroDesign
    • PhotoshopDesign
    • SketchDesign
    • AgileManagement
    • SafeManagement
    • LeanManagement
    • Continuous Delivery Management
    • DevSecOpsManagement
    • Reactive ProgrammingManagement
    • Site Reliability EngineeringManagement
    • SalesforceCRM

What are Discover Perks + Benefits

Discover Benefits Overview

Start enjoying great benefits Day 1 — We support you with the same dedication we bring to all of our customers. Our comprehensive benefits package features first-class insurance, financial planning support and excellent perks designed to help you reach your goals and live a rich, healthy life.

Check out more of our amazing employee benefits at

Volunteer in local community
Discover’s business is built on helping people, and we invest in the community (Blessing Backpacks, Boys & Girls Clubs, Big Brothers/Sisters) to demonstrate our commitment to a brighter future.
Partners with Nonprofits
Friends outside of work
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
You can open a separate Health Care FSA (HCFSA) and contribute up to $2,650 tax-free from your paycheck to reimburse yourself for eligible out-of-pocket expenses.
Disability Insurance
Employees receive Short-Term Disability Insurance at no cost.
Dental Benefits
Discover offers two dental plan options — Standard and Premier — both are administered by MetLife.
Vision Benefits
Discover offers two vision plan options — Standard and Premier through VSP.
Health Insurance Benefits
Discover offers a variety of medical plans for you and eligible family members, so that you can choose the benefit plan that suits your needs.
Life Insurance
As a Discover employee, you receive Basic Life Insurance of one times your HWEE (up to $500,000) at no cost to you.
Pet Insurance
Purchase medical coverage at a discounted rate for your beloved family pet. The more pets you insure, the greater the discount.
Wellness Programs
Help balance your work and personal life with a wide variety of free and discounted resource and referral services including family and relationship counseling and financial guidance.
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
You may elect to contribute 1% to 30% of your eligible base salary, commissions and bonus on a pre-tax basis, up to IRS limits every year.
401(K) Matching
Discover matches up to 6% of the pre-tax contributions you make to the 401(k) Plan.
Employee Stock Purchase Plan
The ESPP provides eligible employees with an opportunity to purchase shares of Discover common stock through payroll deductions at a 5% discount.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Discover helps eligible employees and their families with the costs of adoption by reimbursing certain expenses.
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Discover has a Paid Time Off of 4 to 5 Weeks of paid time per year.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
When you enroll in the Commuter Benefits Program at WageWorks, you’ll save on taxes on mass-transit passes, parking and other eligible expenses.
Company Outings
Game Room
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Discover provides tuition reimbursement and a full-ride bachelor's degree program for select online degree programs.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks

An Insider's view of Discover

What’s the vibe like in the office?

The cool thing about working at Discover is the wonderful collaborative environment we have and all the smart, talented and fun people we work with every day to continuously work on innovations.


AWS Cloud Engineer

What does your typical day look like?

I enjoy working at Discover because I get to work with and collaborate with talented people who are passionate about what they do, and together we get to help others. We work constructively and cross-functionally to provide the best and newest products for our users and provide exceptional support for our customers!


Project Manager, Advanced Analytics Platform

How does the company support your career growth?

There are two reasons I enjoy working at Discover. First, I enjoy the challenging and meaningful work. Second, my career path at Discover is mine to shape. My managers have supported me when I wanted to learn more and move within the company.


Senior Manager, Software Engineering

What is your vision for the company?

My vision of the company is that we create rewarding experiences in lives of our customers every day through analytics.


SVP, CDO Advanced Analytics Platforms

What’s the vibe like in the office?

I love working at Discover because of how the company invests in its people and innovation. The environment is encouraging and the smart people around you makes it an amazing experience every day!


Director, Digital Analytics

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