Lead Systems Specialist
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
Job Summary/Description:
Responsible for integrating business requirements, customer experience and agent experience into the optimization process. Create visual aids and documentation to convey the redesigned process, with enhancements, to showcase future state of the process. Inform and influence optimization decisions and system functionality within Card Operations processes as they are defined for future Agent interfaces. Participate in business process reviews for the purpose of understanding and documenting the user and customer experience.
In addition to research and optimizing current state, responsibility for analyzing and understanding system issues as they impact agents in the operations centers.
Responsibilities:
Analyzing user feedback and activity, and iterating to enhance the user experience.
Define current experience
Call listening review
Document and journey map the conversational path possibilities
Document how Agents are meeting process requirements
Document pain points for Customer and Agent including any risk opportunities
Schedule meetings with Field Leadership
Hold Focus Groups, collect and document feedback from these sessions
Optimize/determine the new state to be built into agent facing applications
Assisting with usability testing, wire framing, and prototypes
Define iterations for process post design completion
Working with process owners and Card Operations agents and Leadership to understand their goals and explain research results
Understanding of ServiceNow and the incident process
Create, update, and share metrics that identify trends in the ServiceNow data and how they impact the agent ecosystem
Requirements:
Strong creative, communication and problem solving skills
Strong analytical skills
Detail oriented
What You'll Need:
Minimum of a H.S. Diploma or GED
4+ years Management/Leadership role Minimum
Even Better If You Have:
Bachelors Information Technology Preferred
2+ years Project Management Preferred
In Lieu of Education Experience:
8+ years Telephony or Voice Systems or Call Centers Minimum
4+ years Project Management Preferred
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.
