Lead Customer Experience Specialist

Discover Financial Services - Riverwoods, IL

Full-time
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.

Supports key Marketing and Customer Service priorities through the delivery of servicing strategies that drive business value, build loyalty and engagement, and minimize risk. Develops customer and agent experience, system tools, risk controls and key performance metrics while also maintaining focus on continuous improvement and process automation.

Responsibilities

Leads the delivery of strategic projects and continual improvement initiatives to support business goals.
Manages the development of agent materials, system tools, policy and procedures, and risk controls.
Monitors performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance.
Identifies ways to leverage data and information to drive insights and understand customer and employee experiences.
Minimum Qualifications

At a minimum, here’s what we need from you:
Bachelor’s degree in Marketing, Operations, Strategy or related field
Preferred Qualifications

If we had our say, we’d also look for:
4+ years of experience in customer service, financial services, operations strategy/execution, or related field
In lieu of education, 8+ years of experience in customer service, financial services, operations strategy/execution, or related field
2+ years of customer or marketing analytics experience highly 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.