Senior Manager, 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:
What You'll Do
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.
How You'll Do It

• Collects and triages feedback, complaints, and defects from multiple sources.
• Reviews of web and mobile platforms looking for opportunities to improve the customer experience.
• Manages a team in utilizing data, analytics, research, voice of the customer feedback, usability findings, and technology systems to unlock value for customers and the company.
• Researches and categorizes issues. Engages the appropriate teams to achieve resolution. Establishes measures for online help effectiveness and drives improvements.
• 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.
• Creates and executes a customer experience strategy playbook.
• 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.
• Engages with technology teams to ensure enhancements are delivered and showcase monitoring capabilities. Gain an understanding of the regulations, compliance, and audit processes.
• Partner with technology teams to establish web site performance indicators.

Qualifications You'll Need
The Basics

• Bachelors Psychology or related
• 8+ years Digital design, development, customer experience, customer research or related.

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
• Ability to communicate verbally.; Ability to communicate in written form

Bonus Points If You Have

• Masters in Psychology or related

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.
Application Deadline:
The application window for this position is anticipated to close on Apr-14-2025. 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 $106,000.00 to $178,800.00. 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
• Short and Long Term Disability, Life, and Accidental Death & Dismemberment insurances
• 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 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)
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 [email protected] . Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.
At Discover, we are committed to creating an inclusive and equitable workplace through our Fair Chance Hiring practices. Fair Chance Hiring means that we base our hiring decisions on an applicant's qualifications rather than their criminal record. All our positions are subject to Section 19 of the Federal Deposit Insurance Act. Our applicants go through a background check, and we follow all applicable local laws, including the Los Angeles County Fair Chance Hiring Ordinance ( LA County Fair Chance ).
Positions marked as remote eligible are limited to remote locations within the country in which the position is based.
Applicants must be 18 or older at the time of hire.