1+ months

Senior Manager, Digital Customer Experience - P101239

Riverwoods, IL 60015
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  • Job Code
    P101239

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.

The Senior Manager, Digital Customer Experience is responsible for driving, leveraging, and extending the capabilities of customer experience, customer care, and defect resolutions. Utilizes data, analytics, research, voice of the customer feedback, usability findings, and technology systems to unlock value for customers and the company.

Responsibilities

  • Analyzes digital breakage points that lead to phone calls and recommends ways to better serve the customer. Produces reports that offer insights to drive improvements on usability and business results.
  • Engages with technology teams to ensure enhancements are delivered and showcases monitoring capabilities. Gains an understanding of the regulations, compliance, and audit processes.
  • Reviews of web and mobile platforms looking for opportunities to improve the customer experience.
  • Creates and executes a customer experience strategy playbook.
  • Partners with technology teams to establish web site performance indicators.
  • Researches and categorizes issues. Engages the appropriate teams to achieve resolution. Establishes measures for online help effectiveness and drives improvements.
  • Participates in user-research efforts to ensure appropriate methods are being used and actionable insights are garnered from testing data. Advocates for technology tools and support.
  • Collects and triages feedback, complaints, and defects from multiple sources.

Minimum Qualifications

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

  • 8+ years of experience in digital design and development, customer experience, and/or customer research, or related field

Preferred Qualifications

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

  • 8+ years of digital marketing, product development, or product management experience with a focus on customer experience
  • Strong analytical skills to leverage data to influence change
  • Ability to work crossfunctionally with multiple stakeholders including technology
  • People management experience

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: 2019-06-30 Expires: 2019-09-05

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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Senior Manager, Digital Customer Experience - P101239

Discover
Riverwoods, IL 60015

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