Principle Business Strategy

Discover Financial Services - Riverwoods, IL3.9

Full-time
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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.

This role supports Marketing and Customer Service priorities across several key lines of business. The role is responsible for delivering customer experience that builds customer loyalty and engagement while driving business value and managing risk for the organization. Key responsibilities include developing customer service strategies, performance updates, and optimization strategies. This role also works closely with Marketing and Customer Service leadership to align on goals, priorities, and continuous improvement opportunities across all servicing channels.

Responsibilities

Manages the development and implementation of customer service strategies, performance updates, and optimization strategies that support business goals.
Drives continuous improvement through process discipline and innovation by partnering with technology to implement digital servicing capabilities to minimize customer experience friction and reduce costs.
Mitigates business risk while designing process and strategy changes which improve key performance indicators within span of control.
Supports operations and other business partners through design, implementation, administration and testing of processes and strategies in all customer service channels.
Minimum Qualifications

At a minimum, here’s what we need from you:
Bachelor’s Degree in Marketing, Business, or related field
4+ years of experience in Customer Service
Preferred Qualifications

If we had our say, we’d also look for:
Master’s Degree in Marketing, Business, or related field
6+ years of experience in Customer Service
In lieu of education 8+ years of experience in Customer Service or Management
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.