Lead Process Improvement Analyst
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
The Lead Process Improvement Analyst will report to the Performance Engineering Team and will be critical to performing operational efficiency and Operational Excellence work. The position will report into the CAR/CO vertical within Performance Engineering and primarily focus on improvement project work in these areas.
Responsible for leading initiatives, developing strategic enhancements, and completing ongoing monitoring for new account acquisition. Innovates and drives operational strategies and processes re-engineering service delivery channels to meet business and operational goals. Ensures a streamlined and differentiated customer experience.
Responsibilities
- Manages and monitors acquisition and onboarding processes.
- Effectively and consistently communicate statuses and results.
- Manages operational metrics and identifies opportunities to improve brand promise, service levels, and customer satisfaction.
- Ensures compliance with policies and regulations through development and oversight of controls and operational reporting.
- Engages with internal and external business partners to formulate actionable solutions to business problems.
- Manages strategies that drives plan goals, monthly forecasting, and overall volume forecasting.
- Documents business processes and procedures. Maintains documentation for change management.
- Identifies and implements process improvements that enhance the customer experience and improve efficiency.
Minimum Qualifications
At a minimum, here’s what we need from you:
- Bachelor's Degree in Finance, Business, Operations, Computer Science, or related field
- 4+ years of experience in Operational Management, Mortgage or Home Equity origination, Computer System Management, or related field
- In lieu of a degree, 6+ years of experience in Operational Management, Mortgage or Home Equity origination, Computer System Management, or related field
Preferred Qualifications
If we had our say, we’d also look for:
- 6+ years of experience in Operational Management, Mortgage or Home Equity origination, Computer System Management, or related field
- Lean, Six Sigma
What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.