Lead Customer Experience Specialist

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.

Job Description

What You’ll Do

Responsible for ongoing oversight 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

• Leads the delivery of strategic projects and continuous improvement initiatives to support business goals.
• Manages the development of agent materials, system tools, policy & 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

• 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
  
  

Application Deadline

The application window for this position is anticipated to close on Jun-26-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

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
  
  

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

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)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.