This position supports development, implementation, and process management with respect to servicing and customer experience strategies for new initiatives generated from various areas of the business, primarily the Marketing Innovation team. The position is located in Riverwoods, has two direct reports, and reports to the CSE (Customer Service & Engagement) Products and Innovation Sr. Manager, also located in Riverwoods.
This individual will work closely with business partners in Headquarters to successfully launch new initiatives with primary focus on service delivery and creating a low effort positive customer experience and preparing our field partners to handle inquiries. The position will support both current business process and innovation for initiatives currently in production along with upcoming strategic company initiatives. In addition, this position will support Marketing business partners and field partners for both ongoing and future new cardmember initiatives and campaigns.
o Develop and administer member servicing strategies designed to enhance the customer experience, optimize agent efficiency and effectiveness, and ensure compliance to all regulatory expectations and internal policy and procedure
o Ensure Operations Readiness for all initiatives
o Monitor adherence to regulatory requirements and business controls and develop action plans to address controls exceeding tolerances
o Reduce errors, identify call prevention, identify trends and/or complaints affecting customer experience, and work with appropriate business partners to develop remediation
o Ensure consistent delivery of customer service expectations through frequent interaction with field management, facilitation of regular call monitoring and calibration sessions
o Manage continuous improvement projects as well as strategic initiatives initiated by Marketing or CSE
o Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
o Two to four years of project and/or process management experience
o Excellent oral and written communication skills
o Bachelor's Degree in a relevant field of study
o Intermediate analytical skills - must have the ability to identify data requirements, review data, draw conclusions and make recommendations
o Previous management experience
o Previous experience in development, monitoring and assessment of business controls
o Previous customer service experience in a financial services industry
#LI-SN1 We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
A little about us:
Discover is one of the most recognized brands in U.S. financial services. We’re a direct banking and payment services company built on a legacy of innovation and customer service.