Lead Digital and Customer Experience Analyst

About This Role

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You’ll Do

• 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. Lead Customer Experience Specialist Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management

• Discover's Digital Strategy & Operations team is looking for a new team member passionate about data analytics, customer centricity, and innovation responsible for driving success of the DVOC program using data to generate insights & discover product enhancement opportunities to deliver the best digital experience to our customers. This role will analyze digital user behavior, digital feature performance, and digital banking trends. By interpreting data from various digital platforms, the team member will provide actionable insights that contribute to optimizing digital strategies and enhancing overall digital customer experience.

How You’ll Do It

• Leads the delivery of strategic projects and continuous improvement initiatives to support business goals.

• Manages the development of agent materials, system tools, policy & 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.

• Responsible for identifying, recommending, and resolving root causes to improve overall customer digital satisfactions by developing and implementing advance analytics (customer feedback, survey results, AppStore reviews, complaints, customer behaviors, and etc.)

• Serve as lead data strategist to identify and integrate new/existing datasets that can be leveraged through our digital capabilities, and work closely with data enablement, data science, Product, and Design.

• Establishes and maintains effective performance tracking; identify improvement opportunity, form hypothesis, creates proposals, and designs and implements tests to drive strategy enhancement and optimization.

• Clearly articulate technical requirements to platform, engineering, and data enablement teams.

• Delivers effective presentations of findings and recommendations to multiple cross functional partners.

• Manages multiple priorities, communicate business performance and project progress to management & business partners.

• Develops and automates reports, iteratively build and prototype dashboards to provide insights at scale, solving for analytical needs.

Qualifications You’ll Need
The Basics

• Bachelors in Marketing, Business Administration and Management or related

• 6+ years of experience with customer service, financial services, operations strategy/execution, or related.

• In Lieu of Education, 8+ years of experience with customer service, financial services, operations strategy/execution, or related.

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Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.

• No required movement about the work environment to complete the major responsibilities of the job.

• Ability to transport physical objects up to 10 pounds (5 kg).

• Primarily performed indoors in an office setting.

• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

• Ability to communicate verbally.; Ability to communicate in written form.

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Bonus Points If You Have

• Experience in research, analytics, or CX strategy.

• Demonstrated ability to analyze data from disparate sources, extract valuable insights, and leverage them to inform strategic approach.

• Self-starter, entrepreneurial and able to work with limited direction.

• Strong critical thinking and analytical reasoning skills.

• Great written, verbal communication, and presentation skills.

• Must be a strong team player and relationship builder driving collaboration across the board.

• Advanced Excel/PowerPoint.

• Proven experience in using data visualization tool including Power BI, Tableau, Qlik Sense and etc.

• Familiarity/proficiency with Adobe Analytics and Discover data structures (E.g. familiarity with Snowflake tables and Project Helix).

• Knowledge/ability to navigate both structured and unstructured data and mine data using SQL/Alteryx.

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

#Remote

#LI-LG1

Application Deadline:

The application window for this position is anticipated to close on Nov-03-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $75,500.00 to $127,900.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.