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Lead Customer Experience Specialist

3 months ago

Riverwoods, United States Discover Financial Services Full time

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.

What You’ll Do
Responsible for ongoing o versight and continuous improvement of agent-facing procedures, with primary focus on consistent execution and maximizing both the customer & agent experience. Support business partner strategies and initiatives impacting the agent channel ensuring procedures, system tools, training, risk controls and key performance metrics are in place to support operational objectives.

How You’ll Do It
Responsible for defining requirements including procedures, system tools and risk controls to support business partner strategies and initiatives in the agent channel.
Monitor agent performance with respect to execution, agent and customer experience, service delivery and operational efficiency.
Identify opportunities leveraging data for continuous improvement in agent channel execution, experience and efficiency.

Minimum Qualifications
- Bachelor’s degree in marketing, Business Administration/Management or related field
- 6+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution or related field
- In lieu of degree, 8+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution, or related field

**Compensation**: The base pay for this position generally ranges between $75,500.00 to $127,900.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

**Benefits**:
We also offer a range of benefits and programs based on eligibility. These benefits include:
Paid Parental Leave

Paid Time Off

401(k) Plan

Medical, Dental, Vision, & Health Savings Account

STD, Life, LTD and AD&D

Recognition Program

Education Assistance

Commuter Benefits

Family Support Programs

Employee Stock Purchase Plan

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)