Customer Experience Lead

3 weeks ago


Riverwoods, Illinois, United States Discover Full time

Job Summary

We are seeking a highly skilled Customer Experience Lead to join our team at Discover. In this role, you will be responsible for overseeing the ongoing improvement of agent-facing procedures, with a focus on consistent execution and maximizing both customer and agent experience.

Key Responsibilities

  • Lead the delivery of strategic projects and continuous improvement initiatives to support business goals.
  • Manage the development of 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 ways 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.


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