16 days old

Lead Customer Contact Strategy Specialist - P204889

Riverwoods, IL 60015
  • Job Code

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We're all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

Responsible for managing projects that optimize customer interactions and experiences. Identifies process improvement opportunities, develops solutions, and implements them. This role works with multiple customer contact channels and builds and manage business partner relationship and help prioritize multiple projects as a shared service. In addition, it will also be responsible for building a customer contact strategy roadmap for multiple channels and cross channel communication to aid a seamless Customer contact strategy across channels. This role will also be closely working with customer contact channels like IVR, Orion, Web/Account Center and also Intuitive servicing initiatives like NLU IVR, Action and messaging.

  • Develops and recommends process improvement opportunities.
  • Troubleshoots system issues. Reports issue identifications, causes, resolutions, and mitigation to the business and risk management. Ensures efficient and effective risk and compliance practices and adherence to required standards and processes.
  • Manages projects from inception to implementation. Obtains business support, defines requirements, authorizes project documentation, leads walk-throughs, creates and executes test cases, and ensures projects meet milestones and timelines.
  • Guides technical design and the development of system implementation projects.
  • Managing multiple projects.
  • Navigate business partner relationships
  • Business analysis
  • System Analysis
  • Coding Business decision rules
  • Translating Business requirements to technical specifications
  • Design and develop strategic, scalable and optimal decision rule solutions.
  • Troubleshooting and Testing Support
  • Implementation of Business rules based solutions
  • Continuous Improvement of existing business and technical processes

Minimum Qualifications

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

  • Bachelor's Degree in Engineering, Mathematics, Statistics, Computer Science, or related field quantitative discipline
  • 4+ years of experience in project management, technical product lifecycle development, or related field
Preferred Qualifications

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

  • Master's Degree in a quantitative discipline, or related field
  • 6+ years of experience in project management, technical product lifecycle development, or related field
  • Strong understanding of technical systems and business terms

Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.



  • Banking / Finance
Posted: 2019-10-01 Expires: 2019-10-31

Welcome to Discover
We strive to be the leading direct bank and payments services company. Our mission is to help people spend smarter, manage debt better, and save more to achieve a brighter financial future.

Why Work with Us?
You can make an impact. Whether it’s developing corporate strategy, innovating new services or supporting IT needs, every employee has the opportunity to be a vital part of our business and make a real difference in people’s lives. It’s the heart of what we do.


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Lead Customer Contact Strategy Specialist - P204889

Riverwoods, IL 60015

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