Discover
We power a network that helps people achieve a brighter financial future.
Riverwoods, IL
Hybrid

Senior Digital Experience Strategy

Sorry, this job was removed at 6:10 a.m. (CST) on Friday, May 14, 2021
Find out who's hiring in Chicago.
See all Marketing jobs in Chicago
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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  

When Discover’s newest customers have a question about their account, they overwhelmingly prefer to “message us” through the Discover App or on Discover.com, making Messaging one of Discover’s top emerging channels. This position, within the Digital Customer Service team, will help lead the evolution of Discover’s digital customer service experience through Messaging and conversational AI. This person will be responsible for creating the best experience possible for the top service needs of our customers.

This person needs to be a self-starter who is comfortable being a thought leader in a fast paced, collaborative and evolving environment. They will be responsible for knowing the current digital customer experience and understanding, identifying, implementing and measuring opportunities to improve the customer’s experience when they “message us.”

Responsible for creating and leading user experience strategies for Discover's website and mobile app. While working closely with business partners and external design agencies to create digital customers experiences that leverage research, data and customer insights. 

Responsibilities

  • Partners with stakeholders (Marketing, Rewards, Credit Management, Delivery, Operations, etc.) to refine business requirements. Translating business requirements into digital design strategy for web and mobile app properties within the Messaging Channel.
  • Oversees user experience design projects to ensure cohesive user experiences throughout the customer journey. Focuses on developing conversational design for our automated and agent content, proposes richer experiences like visual and interactive widgets that improve customer and agent experiences.
  • Leads UX design project with designers to develop prototypes, socialize and execute on user research, and effectively translate research and requirements for agencies to develop user flows, wireframes, and high–fidelity user interface mockups.
  • Responsible for monitoring our digital properties health and leading maintenance activities to improve the customer experience by providing insights on the result of changes. 
  • Continuously works to identify opportunities to improve the customers experience by leveraging research, data and customer feedback.
  • Identifies and resolves risks and vulnerabilities detected in the digital environment through working with technology, legal and compliance partners to make sure critical requirements are met.

Minimum Qualifications

At a minimum, here’s what we need from you:

  • Bachelor's Degree in Liberal Arts, Sciences, Business, Technology, Computer Science, or related quantitative field
  • 2+ years of experience in Business, Marketing, Communications Integrated Marketing, Web Design, Web Development, UX, or related field
  • In lieu of a degree, 6+ years of experience in Business, Marketing, Communications Integrated Marketing, Web Design, Web Development, UX, or related field

Preferred Qualifications

If we had our say, we’d also look for:

  • 4+ years of experience in Business, Marketing, Communications Integrated Marketing, Web Design, Web Development, UX, or related field
  • 2+ years of Customer Service experience

#LI-JM1

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.

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Discover Perks + Benefits

Discover Benefits Overview

Start enjoying great benefits Day 1 — We support you with the same dedication we bring to all of our customers. Our comprehensive benefits package features first-class insurance, financial planning support and excellent perks designed to help you reach your goals and live a rich, healthy life.

Check out more of our amazing employee benefits at mydiscoverbenefits.com

Culture
Volunteer in local community
Discover’s business is built on helping people, and we invest in the community (Blessing Backpacks, Boys & Girls Clubs, Big Brothers/Sisters) to demonstrate our commitment to a brighter future.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
You can open a separate Health Care FSA (HCFSA) and contribute up to $2,650 tax-free from your paycheck to reimburse yourself for eligible out-of-pocket expenses.
Disability insurance
Employees receive Short-Term Disability Insurance at no cost.
Dental insurance
Discover offers two dental plan options — Standard and Premier — both are administered by MetLife.
Vision insurance
Discover offers two vision plan options — Standard and Premier through VSP.
Health insurance
Discover offers a variety of medical plans for you and eligible family members, so that you can choose the benefit plan that suits your needs.
Life insurance
As a Discover employee, you receive Basic Life Insurance of one times your HWEE (up to $500,000) at no cost to you.
Pet insurance
Purchase medical coverage at a discounted rate for your beloved family pet. The more pets you insure, the greater the discount.
Wellness programs
Help balance your work and personal life with a wide variety of free and discounted resource and referral services including family and relationship counseling and financial guidance.
Mental health benefits
Financial & Retirement
401(K)
You may elect to contribute 1% to 30% of your eligible base salary, commissions and bonus on a pre-tax basis, up to IRS limits every year.
401(K) matching
Discover matches up to 6% of the pre-tax contributions you make to the 401(k) Plan.
Employee stock purchase plan
The ESPP provides eligible employees with an opportunity to purchase shares of Discover common stock through payroll deductions at a 5% discount.
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Discover helps eligible employees and their families with the costs of adoption by reimbursing certain expenses.
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Discover has a Paid Time Off of 4 to 5 Weeks of paid time per year.
Paid volunteer time
Paid holidays
Discover provides 7 paid holidays.
Paid sick days
Office Perks
Commuter benefits
When you enroll in the Commuter Benefits Program at WageWorks, you’ll save on taxes on mass-transit passes, parking and other eligible expenses.
Company-sponsored outings
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Onsite gym
Discover has fitness centers and Weight Watchers® programs at all five major locations.
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Discover provides tuition reimbursement and a full-ride bachelor's degree program for select online degree programs.
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

More Jobs at Discover

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about DiscoverFind similar jobs like this