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Project Manager, Digital Servicing Strategy
Discover Financial Services
Riverwoods, IL, United States
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Job Description
This position is a highly visible role that will be responsible for launching third party servicing channels for the enterprise. You will own the implementation strategy of this channel for CSE and collaborate heavily with business partners across Card Operations to ensure a consistent in-channel experience is delivered across all customer touchpoints.
This role on the CSE HQ Digital team will require you to be a thought leader in the digital servicing space that is constantly evaluating "how else can we meet our customers where they’re at and provide low-effort experiences?. You will be the go-to person for socializing and conveying the benefits of the 3rd party messaging strategy to customers, the company, and members of leadership, and will need to do this by obtaining buy-in and alignment on the path forward.
Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.
Primary Responsibilities and Duties:
• Act as a subject matter expert for launching new third party digital servicing channel, leveraging marketing trends, competitive studies, cost benefit analysis, and most importantly operational context to help prepare and build Discovers strategic vision for digital servicing and innovation.
• Behind these initiatives: Lead thought-provoking conversations with Legal, compliance, security, business risk and privacy to ensure proper controls, guidelines, and procedures are in place upon launch.
• Throughout the project: Facilitate and drive these initiatives forward across the enterprise while providing milestone updates and deterring roadblocks. Also, working with our workforce management team and analytics to accurately forecast incremental volume and providing accurate headcount assumptions.
• Post-launch: Successfully create and manage the post-implementation handoff after a project has been completed.
• Own the digital servicing channel enhancement backlog across Messaging, Apple Business Chat, Chat and any future release. The goal we are striving for is complete application parity between our mobile application and messaging channel.
• Work closely with our Messaging platform partners on the digital servicing team to ensure there is a consistent customer and agent experience across all channels
Skills
Skills
• 3 + years of experience in customer service/financial services; prior experience in digital servicing preferred
• 3 + years of lead project management experience focused on digital projects; specialized on digital servicing preferred
• Exceptional project management skills, ability to lead various stakeholders and communicate project milestones, removing roadblocks and spearheading highly-visible projects
• Continues to research and understands the current digital landscape, providing business research and guidance on where Discover should expand their digital servicing platforms, creating cost benefit analysis proposals in addition to this research
• Owning our digital servicing enhancement backlog.
• Responsible for internal prioritization and working with Apple and our other vendors to ensure the best in class user experience possible
• Works effectively both independently and as a member of a cross functional team
• Individual who takes initiative on all fronts, confident in making decisions, and leading by example
• Bachelor Degree required
• Experience in the credit card or financial services institution
• Expert knowledge of Microsoft Office required
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.