Principal Digital & Customer Experience

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:

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 identifying continuous improvement strategies and areas of opportunities to strengthen the digital user experience across Discover’s mobile app and web platforms. Works across Digital User Experience teams and internal business partners to provide analytical expertise where needed, leveraging various digital analytics and user research. Develops and manages analytics reporting to support leadership goals and business partner needs. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. 

Responsibilities 

• Optimizes the user experience of digital assets. Analyses user behavior and business outcomes leveraging web reporting tools to develop insights. 
• Leads customer complaint reporting, trend identification, root causes analyses and mitigation actions. 
• Partner with the Servicing team and drive forward proactive reporting, research and solutions to drive actionable insights from call volume, analytics, a/b testing, session replay and heat mapping. 
• Oversee the development of customer experience measurement programs. 
• Develops and refines a digital origination roadmap. 
• Streamline monthly, weekly, reactionary and ad-hoc reporting requests. 

Minimum Qualifications 

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

• Bachelor’s Degree in Marketing, Business, Information Technology or related field 
• 6+ years of experience in Marketing, Business, Technology, Customer Experience or related field 
• In lieu of degree, 8+ years of experience in Marketing, Business, Technology, Customer Experience or related field 

Preferred Qualifications 

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

• Master’s Degree in Marketing, Business, Information Technology or related field 
• 8+ years of experience in Marketing, Business, Technology, Customer Experience or related field 

Application Deadline:

The application window for this position is anticipated to close on Feb-20-2024. 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 $88,500.00 to $149,300.00. 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,