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 

Responsible for gathering, structuring, and analyzing data and providing recommendations to management. Supports the development of standard data analyses, reports, and dashboards.

This is a highly visible role responsible for building and optimizing the digital servicing conversations between the Discover Virtual Assistant and our card members. You will leverage natural language technologies, design thinking methodologies, user research, and industry best practices to train and tune Discover Virtual Assistant’s natural language models, ultimately increasing key metrics, overall quality and most importantly the customer experience.

Responsibilities

• Perform quality review of conversations where the Discover Virtual Assistant has not engaged due to low confidence or improper training
• Categorize customer utterances into new intents for training purposes, and train the natural language models to increase key metrics such as bot utilization, confidence, and F1 score
• Review customer messages and the Discover Virtual Assistant’s response to determine accuracy
• Generate Discover Virtual Assistant metrics and modify models utterances accordingly before launching to customers
• Define and refine the best practices for building and optimizing the conversations between the Discover Virtual Assistant and our card members, and serve as a SME across the company
• Assist Conversational AI product owners with designing high-value conversational AI experiences across all of Discover’s digital servicing channels, including but not limited to: Messaging (mobile & web), Apple Business Chat, Facebook Messenger, etc.
• Socialize and convey the benefits of an AI-driven Virtual Assistant to customers, the company, and members of leadership by obtaining buy-in and alignment on path forward
• Demonstrate thought leadership by being imaginative, flexible, resourceful, using quantitative and qualitative measurement methods, and having high attention to detail
• Promote a risk-aware culture and ensure a thoughtful approach to new functionality that is customer and/or agent facing
• Ensure efficient and effective risk and compliance management practices by adhering to required standards and processes

   

Skills Required

• 2+ years of experience in one of the following: digital customer experience, Artificial Intelligence/Data Science, or Chatbot/Conversational AI experience; Preferred experience in Marketing and/or Financial services
• High-level knowledge of Agile processes and principles
• Passion for digital and the advancement of functionality across the organization (Digital Evangelist)
• Excellent communication skills (verbal and written), interpersonal, and organizational skills
• Strong, proven problem solving skills and ability to translate metrics into solutions and strategies
• Ability to interact with and influence all levels of leadership
• Ability to work in a team environment and collaborate with peers and business partners
• Education requirements: Bachelor’s degree

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.