17 days old

Senior Manager, Digital & Customer Experience - P208500

Riverwoods, IL 60015
  • Job Code

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 which 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.

Responsible for developing enhancements to customer satisfaction. Develops mobile optimized platforms that enable customers to utilized their prefered channel. Manages customer complaints, identifies the causes of customer dissatisfaction, monitoring customer satisfaction metrics, and manages projects to improve the customer experience across all channels.

  • Builds and develops a high performing team.
  • Develops and refines a digital origination roadmap.
  • Manages development and optimization initiatives for digital origination platforms. Defines business requirements that accurately reflect the desired customer experience across all channels.
  • Optimizes the user experience of digital assets. Analyses user behavior and business outcomes leveraging web reporting tools to develop insights.
  • Leads customer complaint reporting, trend identification, root causes analyses, and mitigation actions.
  • Oversee the development of customer experience measurement programs.
  • Manage digital analytics team to streamline monthly, weekly, reactionary and adhoc reporting requests
  • Partner with the Servicing team and drive forward proactive reporting, research and solutions to drive actionable insights from call volume, analytics, a/b testing, session replay and heat mapping
  • Manage a/b testing methodology, learnings, and analyze performance data in order to own the reporting and make decisions for the business based on results
  • Manage UX style guide with business partners to implement global changes and determine Deposits and Bank nuanced enhancements
  • Act as Initiative Owner for Digital Experience led features and Digital SME for key stakeholder features including: Design SME, requirements, grooming with Product Owners, PI events
  • Have a well formed hypothesis on customer journeys to enhance customer experience, reduce breakage and grow ending deposits

Minimum Qualifications

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

  • Bachelor's Degree in Marketing, Business, Technology, or related field
  • 6+ years of experience in Marketing, Business, Technology, Customer Experience, or related field
  • In lieu of a degree, 8+ years of experience in Marketing, Business, Technology, Customer Experience, or related field
Preferred Qualifications

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

  • Master's Degree in Marketing, Business, Technology, or related field
  • 8+ years of Marketing, Business, Technology, Customer Experience, or related field

Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.



  • Banking / Finance
Posted: 2019-10-01 Expires: 2019-10-31

Welcome to Discover
We strive to be the leading direct bank and payments services company. Our mission is to help people spend smarter, manage debt better, and save more to achieve a brighter financial future.

Why Work with Us?
You can make an impact. Whether it’s developing corporate strategy, innovating new services or supporting IT needs, every employee has the opportunity to be a vital part of our business and make a real difference in people’s lives. It’s the heart of what we do.


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Senior Manager, Digital & Customer Experience - P208500

Riverwoods, IL 60015

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