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Digital User Experience Consultant
Discover Financial Services
Riverwoods, IL, United States
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Job Description
As a key part of the eBusiness Digital User Experience (DUX) team, the DUX Consultant works with business partners from around the company - including Customer Service, Marketing, Collections, Security, and Law - to develop new and innovative digital experiences, ensuring an easy and enjoyable experience on every visit. The DUX Consultant is responsible for collecting qualitative and quantitative data to engage, own and drive a digital customer experience roadmap to transform Discovers digital customer experience. This includes working across multiple teams to analyze website data to identify and distill customer insights, customer irritants and conversion opportunities. Alongside leadership, the DUX Consultant will socialize digital design and feature enhancements to executive stakeholders enterprise-wide for review, feedback and consensus. The DUX demonstrates passion for building great customer experiences and is a recognized subject matter expert with respect to site structure, consumer research, UX best practices and translating business requirements into technical and visual design requirements. The DUX Consultant will report to the Manager, Digital User Experience.
Major Job Responsibilities:
• Act as initiative owner for browser enhancements in Value Stream. Oversees browser initiatives throughout Value Stream life-cycle from ideation through development and monitoring.
• Defines and advocates digital customer experience feature enhancement roadmap on behalf of eBusiness.
• Socializes, in some cases autonomously, digital initiatives to key stakeholders across various levels of the business for alignment and consensus. Stakeholders may include VPs of different business lines; leadership and peers across eBusiness; Legal and Product Management team.
• Facilitates design and user-experience governance councils, includes everything from review and assignment of project intake to quarterly presentations to executive leadership on digital roadmap. These councils are attended by business partners across the enterprise at varying levels
• Demonstrates leadership in process and continuous improvement capacity
• Provide digital UX thought leadership for Business Partners, team, Agency and BT with regard to design in Browser and App
• Responsible for working closely with Consumer Insights and the Voice of the Customer team to identify areas of focus for digital CX team.
• Maintains and makes progress against backlog of customer irritants and experiential improvements for benefit of the customer.
• Team/peer mentorship
• Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
Required Skills/ Experience:
• Bachelors Degree or equivalent combination of education and experience
• 5+ years previous Project Management Experience
• 5+ years previous experience working on a UX Team
• 7+ years of total work experience
• Demonstrated digital communications expertise
• Experience managing agency/external vendor partners
• Passion for digital UX
• Understanding of financial services industry preferred
Skills
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