11 days old

Customer Engagement Strategy - P201257

Riverwoods, IL 60015
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  • Job Code
    P201257

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We're all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

The Discover Card member Assistance (CMA) Engagement team is a part of the Credit & Decision Management organization and is positioned between the strategy teams and field operations within the Collections Value Stream (CVS). Our objective is to provide critical input into optimal design and deployment of card member facing communication strategies. With a renewed focus on strategic and targeted card member experiences based in Discover Management Systems (DMS)/Lean principals; this position holds responsibility for executing on strategies that target optimal channel of interaction across a variety of profile segments while enhancing the customer experiences to drive loyalty and payment hierarchy.

We are looking for an individual with experience in building and driving communication tactics, creative strategy, coordination and execution, channel segmentation and background in digital marketing. This person will execute communication initiatives and messaging that allows for trackable performance results with a focus on loss prevention through improved and customized card member engagements. The candidate must have the ability to think strategically, innovatively and creatively.

Responsibilities
  • Strategic oversight for the Electronic Letter Unit & Print Letter Unit (ELU/PLU) communications channel. This includes maintaining compliance for all legally required and operational ELU/PLU communications
  • Support the redesign of outdated letters, assisting with the ELU/PLU process/system overhaul initiative
  • Play a key role in defining the strategy for all segments from Pre Delinquency through Charge Off, working closely with the CMA Engagement Team, Process/Strategy Team, Portfolio and Digital Team to create alignment across all communications channels
  • Work closely and collaborate with cross-functional teams including Collections Customer Segment Teams (CST), Portfolio Value Stream (PVS), E-Business, Brand Creative Group, DMSS, HpExtreme, Compliance, Legal and Operations business partners
  • Support Initiative Owner(s) for assigned projects associated with the ELU/PLU overhaul
  • Manage the CMA Attestation process for all card member- facing communications
  • Manage the CMA Engagement Team's Controls and Standard of Work process. This includes maintaining accurate records of all Compliance/Business Risk controls owned by the team and ensuring all team procedure are accurately documented
  • Support forecast, planning and expense management, and conduct cost benefit and financial analysis where appropriate to assess the return on investment of specific initiatives related to ELU/PLU
  • Coordinates with multiple vendors to ensure operational strategies are implemented including, but not limited to, audit management and contract management.
  • Acts as product management/owner (Agile Methodology), project planning, requirement gathering, subject matter expert, and implementation coordinator to ensure operational strategies are implemented. Required to make key decisions for the project cycle.
  • Works with technology teams, operations teams to resolve daily system issues or coordinate recovery for end users as key systems have issues. Communicates the issue to Business Management and works to mitigate any losses to productivity.
  • Discover promotes a risk-aware culture and ensures efficient and effective risk and compliance management practices by adhering to required standards and processes.

Minimum Qualifications

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

  • Bachelor's Degree in Marketing, Business, Journalism, Mathematics, Statistics, or related field
  • 2+ years of experience in Marketing, or related field
  • Excellent written and verbal communication skills
  • Highly organized with the ability to manage several project through various phases of the implementation cycle
  • Comfort in working through new situations with limited established frameworks or methodologies
  • Ability to create executive ready presentations/communicate with executive audiences
  • Ability to apply creative and strategic solutions to solve business challenges and build support for solutions across teams
  • Strategic thought leader that recognizes implications of tactics across business lines
  • Ability to anticipate needs and opportunities
Preferred Qualifications

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

  • 2+ years of experience in Agile
  • 4+ years of experience in project management
  • In lieu of a degree, 2+ years of experience as Product Owner
  • Previous experience in CMA Operations

Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.



Categories

Industry

  • Banking / Finance
Posted: 2019-08-10 Expires: 2019-09-09

Welcome to Discover
We strive to be the leading direct bank and payments services company. Our mission is to help people spend smarter, manage debt better, and save more to achieve a brighter financial future.


Why Work with Us?
You can make an impact. Whether it’s developing corporate strategy, innovating new services or supporting IT needs, every employee has the opportunity to be a vital part of our business and make a real difference in people’s lives. It’s the heart of what we do.


 

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Customer Engagement Strategy - P201257

Discover
Riverwoods, IL 60015

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