Customer Experience Strategist

4 days ago


Riverwoods, Illinois, United States Discover Full time

Job Title: Lead Customer Experience Specialist

Job Summary:

Discover is seeking a highly skilled Lead Customer Experience Specialist to join our team. In this role, you will be responsible for overseeing the development and implementation of customer-facing procedures, with a focus on delivering exceptional customer experiences and maximizing agent productivity.

Key Responsibilities:

  • Lead the delivery of strategic projects and initiatives to improve customer experience and agent efficiency.
  • Develop and implement agent materials, system tools, and policy procedures to support business objectives.
  • Monitor and analyze performance metrics to identify areas for improvement and drive business growth.
  • Collaborate with business partners to develop and implement strategies that drive customer satisfaction and loyalty.

Requirements:

  • Bachelor's degree in marketing, business administration, or a related field.
  • 6+ years of experience in customer service, financial services, or a related field.
  • Strong analytical and problem-solving skills, with the ability to drive business growth and improve customer experience.
  • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.

What We Offer:

  • A competitive salary range of $75,500 to $127,900, depending on experience and qualifications.
  • A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off.
  • Opportunities for professional growth and development, with a focus on customer experience and business strategy.

About Discover:

Discover is a leading financial services company that is committed to delivering exceptional customer experiences and driving business growth. We are a diverse and inclusive workplace that values compliance and risk management, and we are seeking talented individuals who share our values and are passionate about delivering exceptional customer experiences.



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