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Lead Analyst
Discover Financial Services
Riverwoods, IL, United States
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Discover. A more rewarding way to work.
At Discover Financial Services, you’ll find yourself in the company of some of the industry’s smartest and most reliable professionals. And at a company that rewards dedication, values innovation and supports growth.
Thrive in an environment that promotes teamwork and shared success. Build on a foundation of mutual respect. Join the company that understands rewarding careers like no other, with this exceptional opportunity:
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 implementing strategies and systems improvements to support business operations. Utilizes data to identify opportunities to enhance efficiencies, foster collaboration, and problem-solve issues.
This role will report directly to the Director of Portfolio Sales and will conduct analysis to support strategic decisions, contact strategy and production support for the team. This role will be the primary liaison for capturing voice of the customer insights supporting the team’s journeys/priorities to mine relevant/actionable insights. Finally, this role will be responsible for ad-hoc production support and team controls supporting our Student, Secured and Miles products.
Responsibilities
• Assess root causes and solutions for issues that arise.
• Leads performance improvement implementations.
• Partners with internal teams and external partners to define implementation requirements and timelines. Ensures operational readiness for all implementations, technology, and process changes.
• Identifies opportunities to improve operations by analyzing data, listening to customer calls, interviewing staff, and observing workflows.
• Documents processes and process flows. Drives the development and enhancement of reporting metrics.
• Ad-hoc analysis and presentations supporting strategic decisions, campaign optimization, contact strategy and production support for entire team
• Partner with MBR (Marketing Business Risk) and Voice of Customer teams as the primary liaison for mining actionable insights from cardmember complaints & feedback supporting the team’s journey’s/priorities
Skills:
Minimum Qualifications
At a minimum, here’s what we need from you:
• Bachelor’s Degree in Business, Arts and Sciences, or related field
• 4+ years of experience in Customer Service or Financial Services Operations
• In lieu of a degree, 6+ years of experience in Customer Service or Financial Services Operations
Preferred Qualifications
If we had our say, we’d also look for:
• Master’s Degree in Business, Arts and Sciences, or related field
• 4+ years of experience in applicable line of business (Deposits, Personal Loans, Student Loans), or related field
• Strong analytical skills with the ability to aggregate and analyze data (SAS, SQL, and Excel data manipulation experience preferred)
• Strong problem solving skills