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Lead Digital Customer Experience Strategy at Discover

| Home - US - IL; Riverwoods
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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 

Join an innovative and dynamic digital team that strives to create an exceptional Deposits digital servicing experience in a meaningful and measurable way. This strategic role identifies opportunities to increase customer satisfaction and reduce complaints within a rapidly changing and fast-paced environment by using data, analytics, research, voice of the customer feedback, usability findings and technology systems to unlock value for customers and the company.

Supports key Marketing and Customer Service priorities through the delivery of digital, self-servicing strategies that drive business value, build loyalty and engagement, and minimize risk. Utilizes both qualitative and quantitative data to analyze the current digital experiences, identify and address points of customer frustration, and synthesize insights into actionable recommendations. Partners with business stakeholders to assess and improve opportunities within known pain points, missed customer expectations, and gaps to competitors. Supports the continued expansion of customer insight tools and research methods to understand data trends, identify root causes, and develop recommendations. Develops customer experience, system tools, risk controls and key performance metrics while also maintaining focus on continuous improvement and process automation. 

Responsibilities 

  • Utilizes an array of VoC tools (customer surveys, complaints, web analytics, servicing call data, competitive benchmarking, etc.) to identify actionable insights for future customer centric enhancements
  • Monitors day-to-day digital experience and platform health from the VoC perspective to quickly pinpoint and triage existing customer pain points.
  • Leads the delivery of strategic Voice of Customer (VoC) projects and continuous improvement initiatives to support business goals. 
  • Collects and triages feedback, complaints, and defects from multiple sources.
  • Researches and categorizes issues. Engages the appropriate teams to achieve resolution. Establishes measures for online help effectiveness and drives improvements.
  • Reviews web and mobile platforms looking for opportunities to improve the customer experience.
  • Analyzes current digital experiences to identify and address points of customer friction or frustration, as well as structuring problems, driving information gathering and synthesizing insights into actionable recommendations
  • Supports the Digital First roadmap through recommendations and prioritization based off on customer insights and business cases
  • Monitors performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance. 
  • Supports problem management for the digital channel, performing root cause analysis, identifying actions to fix the issues, ensuring appropriate controls / preventative measures are implemented, and providing documentation updates in ServiceNow.
  • Escalates issues appropriately for timely resolution to maintain each problem service level agreements
  • Identifies ways to leverage data and information to drive insights and understand customer experiences. 

Minimum Qualifications 

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

  • Bachelor’s Degree in Marketing, Business Administration/Management, or related field 
  • In lieu of degree, 8+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution, or related field 

Preferred Qualifications 

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

  • 4+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution, or related field 
  • Digital banking or financial services experience preferred
  • Enthusiasm for customer experience and the ability to thrive in a fast-paced environment of constant change
  • Strong analytical, organizational, and critical thinking skills
  • Strong presentation, oral and written communication skills
  • Demonstrated ability to be self-motivated, think strategically, solve problems, make decisions and be proactive
  • Ability to manage a range of projects and responsibilities simultaneously with strict deadlines
  • Experience with customer-related software (i.e., Tealeaf, Glassbox, InMoment, OpinionLab, eGain)

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
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • Amazon Web ServicesFrameworks
    • AnsibleFrameworks
    • AWS PortfolioFrameworks
    • BlockchainFrameworks
    • ChefFrameworks
    • CloudFoundryFrameworks
    • DockerFrameworks
    • Google Cloud PlatformFrameworks
    • KubernetesFrameworks
    • Lambda ArchitectureFrameworks
    • OpenAPIFrameworks
    • OpenShiftFrameworks
    • 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 mydiscoverbenefits.com

Culture
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
Diversity
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
401(K)
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
Parking
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.

Hiba

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!

Mandy

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.

George

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.

Kumar

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!

Brent

Director, Digital Analytics

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