Discover. A brighter future.

With Discover, you’ll have the chance to make a difference at one of the world’s leading digital banking and payments companies. From Day 1, you’ll do meaningful work you’re passionate about, with the support and resources you need for success. We value what makes each employee unique and provide a collaborative, team-based culture that gives everyone an opportunity to shine. Be the reason millions of people find a brighter financial future, while building the future you want, here at Discover.

Job Description 

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.

Responsible for leading projects from original concept through final implementation. Manages project planning, execution, timing, functionality, quality, and cost decisions. Aligns and coordinates customer requests and installation. Maintains documentation of existing applications, processes, test procedures, test results, detailed process flows, and action plans. Assists with facilitating multi-channel process reviews.

Responsibilities

• Partners with operations to prepare training, huddles, and other communications to stakeholders, facilitators, and partners. Validates enhancements are working properly in production.
• 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

Minimum Qualifications

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

• 2+ years of experience in Business Technology, Information Systems, Business Administration, Graphic Design, Customer Service, Leadership, Project Management, or related field

Preferred Qualifications

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

• Associate's or Bachlor’s Degree in Business Technology, Information Systems, Business Administration, Graphic Design, or related field
• PMP, Product Owner, or related certification
• In lieu of a degree, 4+ years of experience in Business Technology, Information Systems, Business Administration, Graphic Design, Customer Service, Leadership, Project Management, or related field
• 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

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.