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  

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.

When Discover’s newest customers have a question about their account, they overwhelmingly prefer to “message and agent” through the Discover App or on Discover.com, making Messaging one of Discover’s fastest growing customer service 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 will identify the top questions customers are asking through the Messaging channel and work with key initiative owners across the company, like the Rewards, Credit Management, Balance Transfer and eBusiness teams, to deliver the best experience for the customer.

Responsible for leading a team of internal consultants that evaluate, and develop initiatives to improve digital customer service experiences.. Conducts detailed analysis to identify and evaluate performance improvement opportunities. 

Responsibilities

• Leads a team to analyze, identify and manage initiatives to improve digital customer service experiences
• Leads team to execute against ad hoc partner and leader requests to support business strategies in digital channels.
• Develops CBAs and business plans to prioritize initiatives that improve digital customer service experiences.
• Serves as a thought partner to internal value stream partners and leadership, so they are aware of the digital service experience, and are engaged in the roadmap to improve. .
• Co-develops and implements strategies (ranging from broad, division-wide initiatives to a more targeted Business Unit-specific recommendations), supports business planning, explores business development opportunities, and contributes to clear and concise presentations for partners and leadership.
• Drives continual improvement through process discipline and innovation.
• Proactively identifies and acts on business opportunities and challenges by applying operational excellence to each initiative. Anticipates risks and plans for contingencies.

Minimum Qualifications

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

• Bachelor's Degree in Arts, Business, Science, or related field
• 6+ years of experience in Financial Services, Management Consulting, or related field
• In lieu of a degree, 8+ years of experience in Financial Services, Management Consulting, or related field

Preferred Qualifications

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

• Experience with large scale digital or customer service experiences
• Ability to analyze and configure data to showcase trends and opportunities
• Strong project management experience
• Master's Degree in Finance, Operations, Engineering, MBA, or related field
• 8+ years of experience in Financial Services, Management Consulting, or related field

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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.