Director Digital Customer Experience - IHM at Discover
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
TITLE: Director Digital Customer Experience
DUTIES: Discover Products Inc. seeks Director Digital Customer Experience in Riverwoods, IL to lead and manage the website vision and roadmap. Assess opportunities in the online space, monitors competitive trends and finds best practices across the financial service industry. Understand customer online behavior and search engine trends and is directly responsible for website marketing strategy, user experience, content, and functional requirements. Identify opportunities and lead projects to improve experience consistency across Discover lines of business. Prioritize and lead all website and mobile design projects. Manage multiple design agencies to deliver projects on-time, and on-budget. Industry/competitive analysis of best in-class website and mobile user experiences. Drive conversion of online accounts opening through product / channel specific application forms. Improve online self-servicing through enhancements to the online registration processes. Recruit, develop, and retain a high performing team. Enhance self-service capabilities through project delivery of critical to success functionality. Develop the online banking scorecard and reconcile against portfolio and operational statistics. Coordinate closely with Operations, Technology and Law & Compliance teams to define website processes, training, communications, policies and their controls. Promote a risk-aware culture to ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
REQUIREMENTS: Bachelor’s degree or foreign equivalent in Marketing, Human Factors, Psychology, Economics, or related field of study and eight (8) years of progressively responsible experience in the job offered or related occupation: leading department transformation to product oriented delivery models and consistent agile delivery approaches; analyzing technology trends to identify markets for future product development or improve sales of existing products; delivering technology vision and roadmap for acquisition digital capabilities and product parity; and conducting and coordinating market A/B and multivariate tests to ensure that intelligence is consistent with defined needs. Must have two (2) years of experience performing people management. In the alternative, the employer will accept a Master’s degree or foreign equivalent in one of the above listed fields and six (6) years of experience in the above-listed skills.
QUALIFIED APPLICANTS: Please apply directly through our website by clicking on “Apply Now.” No calls. Equal Opportunity Employer/disability/vet.
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.