Director, Deposits Customer Experience & Analysis

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:

Join an innovative and dynamic marketing team, focusing on delivering top notch customer experience for Discover Bank customers. This is a highly visible analytics leadership role that co-owns the strategy to achieve operational excellence, deepen customer engagement and drive profitable growth for the Deposits business.

Position Overview:

We are seeking candidates for the Director of Customer Experience & Analysis role for the Deposits Business. This Director will lead a team of professionals, many of them with advanced analytics degrees or MBAs from top tier schools, working on customer behavior analytics, customer journey optimizations, portfolio marketing campaign analytics, and root cause analysis of operational incidents. This leader needs to work in a highly matrixed organization by collaborating effectively with a diverse set of business partners including Marketing, Operations, Product, Risk and other groups at different levels of seniority.

Primary responsibilities include leading an organization that performs analytics and provides intelligence and/or recommendations to solve business issues to business partners. This leader will develop the strategy for intelligence and issue resolution utilizing analyses including both qualitative and quantitative methods. They will partner with technology teams to identify, develop, and implement analytical tools that empower the organization to provide high quality business intelligence.

The leader is expected to create a culture of effective risk management, accountability, and demonstration of risk awareness across the organization.

Responsibilities:

• Defines and drives overall customer experience analytics (including segmentation, channel analytics, product insights, service differentiation, operational efficiencies, resultant customer behavior, etc.) for the Deposits Business.
• Identifies new ways to leverage data and information to drive personalized customer strategies by interpreting product usage, channel activities and structured/unstructured feedback.
• Leads the measurement, analysis and optimization of portfolio marketing campaigns that drives improved customer engagement, primary banking behavior and long-term customer value.
• Translates analytical insights to provide fact-based compelling recommendations that drives consensus and strategic alignment.
• Develops and implements the organizational strategy for intelligence and issue resolution utilizing analytical analyses including both qualitative and quantitative methods.
• Manages an analytics organization including hire/fire, performance reviews, assignment of work, and development decisions.
• Partners with technology teams to identify, develop, and implement core analytical tools and capabilities.
• Provides expertise in gathering, interpreting and applying a variety of statistical tools including variability control, experimental design, logistic regression, data clustering, etc.
• Presents findings from analyses and makes recommendations to leadership.
• Partners with leadership to understand business intelligence and business issue analysis needs.

Minimum Qualifications

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

• Bachelor’s degree in Analytics, Information Technology, Economics, and Engineering
• 8+ years of experience in Analytics, Modeling, Insights, or related
• In lieu of a Bachelor’s degree, 10+ years of experience in Analytics, Modeling, Insights, or related

Preferred Qualifications

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

• Master’s degree in Analytics, Information Technology, Economics, and Engineering
• 10+ years of experience in Analytics, Modeling, Insights, or related
• 4+ years of experience in developing and managing a team of managers and analysts
• Experience in marketing analytics and/or consumer analytics, in a regulated industry

Application Deadline:

The application window for this position is anticipated to close on Feb-14-2024. 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 positio