Digital Messaging - Initiative Owner
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.
Job Description
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.
The objective of this position is to drive growth and new capabilities of the digital messaging channel for Collections. Our team is dedicated to delivering an easy and innovative online experience for delinquent cardmembers. The position will primarily focus on innovating our digital messaging channel; including strategy, operations, and optimizations of the channel. This role requires close collaboration with multiple cross-functional teams; including our Field Operations Team in Phoenix. The ideal candidate will have the ability to manage multiple, complex projects, and is passionate about delivering best in class customer experiences.
Responsibilities
- Manage all aspects of Mobile and Web Messaging roll-outs including timelines, development & testing, and operational readiness
- Create business use cases for new functionality to incorporate into the messaging experience for cardmembers and drive implementation
- Serve as main contact between CMA and messaging vendor Freshworks
- Support chat operations by implementing new chat/messaging campaigns and maintaining close communication with Field Operations team in Phoenix
- Identify and vet emerging technology and digital servicing capabilities such as Artificial Intelligence, Chat Bots, Automation, Cobrowse, and Click to Call
- Provide updates to senior management regarding all key initiatives, project timelines, and channel performance
- Monitor reporting and analytics for all chat and messaging related initiatives and keep management informed on KPIs & insights
- Ensure strict compliance to all existing and new regulatory requirements
Required Skills:
- 4+ years of experience in customer service/financial services; prior experience in digital design and/or collections preferred
- Bachelor’s Degree
- Passionate about delivering exceptional customer experiences
- Excellent communication skills, detail-oriented, and possess the ability to interact with all levels of end users and technical resources
- Works effectively both independently and as a member of a cross functional team
- Able to work across multiple cross-functional teams to proactively resolve problems before systems and card members are impacted
- Ability to quickly understand business and technical processes and work through ambiguous situations
- Impeccable organizational and time management skills
Preferred Qualifications
- If we had our say, we’d also look for:
- 6+ years of experience in Marketing, Digital projects, Product Management, Campaign Management, Product Owner, User Experience, or related field
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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.