Customer Experience Strategist
2 weeks ago
Job Overview
Discover is seeking a highly skilled Lead Customer Experience Specialist to join our team. In this role, you will be responsible for driving continuous improvement of agent-facing procedures, ensuring consistent execution and maximizing both customer and agent experience.
Key Responsibilities
- Lead the delivery of strategic projects and initiatives to support business goals.
- Develop and manage agent materials, system tools, policy & procedures, and risk controls.
- Monitor performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance.
- Identify opportunities to leverage data and information to drive insights and understand customer and employee experiences.
Requirements
- 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.
What We Offer
- Competitive total compensation package.
- Range of benefits and programs based on eligibility, including paid parental leave, paid time off, 401(k) plan, medical, dental, vision, and health savings account.
- Recognition program, education assistance, commuter benefits, family support programs, and employee stock purchase plan.
About Discover
Discover is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do 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.
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