Job description

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
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.

Responsibilities
Identifies and monitors key performance indicators and customer satisfaction. Effectively communicates key success metrics to leadership through dashboards
Identifies ways to leverage data and information to drive insights and understand customer and employee experiences.
Partners with process owners to understand strategic projects and work on continuous improvement initiatives to support business goals.
Partners with business partners to provide benchmarking information. Gathers data and disseminates to the business. Presents findings and actionable recommendations to leadership.

Minimum Qualifications

At a minimum, here’s what we need from you:
Bachelor's Degree in Finance, Computer Science, Statistics, Engineering, Social Sciences, or related field
4+ years of experience in financial services, operations strategy/execution, Customer Service Analytics and Reporting, research experience in Quantitative or Qualitative Discipline, or related field
In lieu of a degree, 6+ years of experience in financial services, operations strategy/execution, Customer Service Analytics and Reporting, research experience in Quantitative or Qualitative Discipline, or related field

Preferred Qualifications

If we had our say, we’d also look for:
8+ years of experience in Financial Services, operations strategy/execution, Customer Service Analytics and Reporting, research experience in Quantitative or Qualitative Discipline, or related field

What are you waiting for? Apply today!

All Discover employees place our customers at the very the center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

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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