Lead Customer Experience Specialist

2 weeks 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.

Supports key Marketing and Customer Service priorities through the delivery of servicing strategies that drive business value, build loyalty and engagement, and minimize risk. Develops customer and agent experience, system tools, risk controls and key performance metrics while also maintaining focus on continuous improvement and process automation. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

**Responsibilities**:
Leads the delivery of strategic projects and continual improvement initiatives to support business goals.

Manages the development of agent materials, system tools, policy and procedures, and risk controls.

Monitors performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance.

Identifies ways to leverage data and information to drive insights and understand customer and employee experiences.

Minimum Qualifications

**At a minimum, here’s what we need from you**:
Bachelor’s Degree in Marketing, Business Administration/Management

6+ years of work experience 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

Remote

**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)

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