13 days old

Manager Customer Experience - 50148

Riverwoods, IL 60015
Apply Now
Apply on the Company Site
  • Job Code

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 which 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.

Seeking candidates with a passion for helping Discover deliver exceptional experience for a role within the Marketing & Customer Experience Team at Discover Home Equity (DHE). The focus of this role will be leading the development and execution of the customer experience function within DHE. 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 and Operations.

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 Equity 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.


      • Partners with vendors to provide benchmarking information. Gathers data and disseminates to the business. Presents findings and actionable recommendations to leadership.

      • Identifies and monitors key performance indicators and customer satisfaction. Effectively communicates key success metrics to leadership through dashboards.

      • 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.

Education / Qualification/ Experience:

    • Bachelor degree required, Minimum 5 years Marketing or Consulting work experience

    • Analyzing customer feedback to identify root causes of customer (dis)satisfaction. Translating said information into actionable recommendations and decisions

    • Manage projects that seek to improve customer experience across all channels (sales, digital experiences, etc.)

    • Capturing & communicating the voice of the customer to the organization (relating to satisfaction ratings and survey reporting & socializing)

    • Escalating and helping solve high-impact issues before they become problematic patterns.

    • Helping to develop and enforce company policy related to effective customer service & satisfaction

      Preferred Qualifications

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

  • 8+ years of experience in Data Science, Decision Science, Programming, Customer Service Analytics and Reporting, research experience in Quantitative or Qualitative Discipline, or related field
  • 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.

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.



  • 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.


Featured Employers[ View All ]

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Manager Customer Experience - 50148

Riverwoods, IL 60015

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast