Channel Initiative Owner, Engagement Strategy
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
As a part of the Engagement team, this role will be responsible for service channel initiatives such as letter development, testing, and execution. This role will support CAR departmental goals of risk reduction and operational excellence while simultaneously owning and building upon critical communication, technical, and organizational skills in a fast-paced corporate environment.
This role ensures letter installs meet the requests from key stakeholders and business partners. This requires a fundamental understanding of the business and its constraints (financial, marketing, compliance, legal, service, the regulatory environment, the technical capabilities/systems required to install and validate letters, the user experience, etc.)
Implements digital functionality for CMA across Discover’s digital platforms. Partners with cross-functional groups, including Marketing, Business Technology and other critical teams to create and deliver CMA digital infrastructure and customer experience that is simple, highly functional, and innovative.
Responsibilities
Ensures regulatory compliance is met through all CMA strategies.
Works with business partners to create user stories.
Represents Collections in digital projects and ensures that collections strategies have been appropriately addressed and create good customer experience.
Collaborates with CMA Process Management team on field training and communications regarding new features on Discover.com.
Works with eCommerce and external agencies to design the experience and deliver legally approved final design and layout.
Ensures that new functionality or changes to existing functionality are operationally feasible and properly communicated.
Creates and/or maintains key documentation (e.g., standards of work, customer journey maps, letter criteria, process mapping, etc.)
Creates and validates user acceptance testing criteria; Define and ensure appropriate testing frameworks (ensure required data quality controls are identified and implemented)
Ensures processes align with applicable Discover compliance and risk management standards
Ensures letters adhere to the highest quality standards, including mitigation and remediation of letter defects
Minimum Qualifications
At a minimum, here’s what we need from you:
Bachelor's Degree in Business, Social Sciences, or related field
2+ years of experience in Customer Service, Financial Services, Project Management, Marketing, or related field
In lieu of a degree, 6+ years of experience in Customer Service, Marketing, Technology, Credit Card, Financial Services, or related field
Preferred Qualifications
If we had our say, we’d also look for:
Bachelor's Degree in Marketing, Management, Psychology, Design, or related field
4+ years of experience in Marketing, Digital projects, Product Management, Campaign Management, or related field
Product and/or Marketing Strategy experience
Strong project management and organization skills
Ability to grasp complex channel details, systems, & concepts
Previous/relevant experience in a fast-paced corporate environment
Strong cross-functional communication (verbal and written)
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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.