Project Manager, Digital Customer Experience - #292342


Date: 06/11/2021 20:31 PM

City: Riverwoods, Illinois

Contract type: Full Time

Work schedule: Full Day

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

Responsible for driving, leveraging, and extending the capabilities of customer experience, customer care, and defect resolutions. Utilizes data, analytics, research, voice of the customer feedback, usability findings, and technology systems to unlock value for customers and the company

The incumbent will also be responsible for developing, maintaining, and socializing the strategic product road-map for the Deposits strategic enabler of Digital First. Additional responsibilities including but not limited to: Creates and executes a customer-centric initiative roadmap alongside cross-functional partners on the Digital team and within customer service, product, brand and technology to drive further differentiation. Successful candidates will be comfortable with technology, data-driven decision making and presenting to executive stakeholders


Analyzes digital breakage points that lead to phone calls and recommends ways to better serve the customer. Produces reports that offer insights to drive improvements on usability and business results

Engages with technology teams to ensure enhancements are delivered and showcases monitoring capabilities. Gains an understanding of the regulations, compliance, and audit processes

Reviews of web and mobile platforms looking for opportunities to improve the customer experience

Creates and executes a customer experience strategy playbook

Partners with technology teams to establish web site performance indicators

Researches and categorizes issues. Engages the appropriate teams to achieve resolution. Establishes measures for online help effectiveness and drives improvements

Participates in user-research efforts to ensure appropriate methods are being used and actionable insights are garnered from testing data. Advocates for technology tools and support

Collects and triages feedback, complaints, and defects from multiple sources

Independently identifying new opportunities and building evidence backed business cases for initiatives, and leading with a “Mobile App First” product mindset within the enterprise

Delivering a forward-looking digital roadmap for Discover’s Mobile App and Website based on understanding of current and future customer needs, the competitive landscape, emerging digital trends and internal resourcing

Analyzing current digital experiences to identify and address points of customer friction or frustration, as well as structuring problems, driving information gathering and synthesizing insights into actionable recommendations

Establishing effective relationships with design, product, program teams, analytics, technology, customer experience, finance and legal

Minimum Qualifications

At a minimum, here’s what we need from you:

Bachelor’s degree in Psychology, or related field

8+ years of experience in digital design and development, customer experience, and/or customer research, or related field

Preferred Qualifications

If we had our say, we’d also look for:

Proficiency in Power Point with exceptional presentation skills

Proficiency in Jira, Rally


What are you waiting for? Apply today!

The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law) . We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.

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