Process Design Engineer, Customer Experience Analytics - P136494

Discover is seeking candidates for an exciting, strategic project management and analytical position within its Customer Service & Engagement (CSE) division.This position will be responsible to lead an innovative, enterprise-wide design effort to create Best-in-Class targeted reviews processes and reduce the companys risk using new technologies and advanced analytics.It is an excellent opportunity to utilize your analytical and process design skills, as well as to work collaboratively with management, internal business partners, and co-workers. Successful candidates should demonstrate strong analytical acumen, project management capabilities and the ability to direct others by taking ownership of the project. This is a high visibility position with significant exposure to senior management, and provides an opportunity to provide thought leadership impacting the project direction and delivery through evidence-based decision making.ResponsibilitiesLead the development of targeted compliance reviews initiatives using new technologiesSupport and guide field resources in the testing process and operationalization of the new methodologiesWork with cross functional groups to combine Speech Analytics and other data sources to complete targeted reviews and identify process opportunities within DFSs servicing processesPresent recommendations to diverse audiences, facilitate the meetings and drive actionable decisionsUtilize well-developed project management skills and experience to deliver changeWork across all levels of DFS to integrate the use of Speech Analytics in their work cycleIdentify, develop and implement business strategies based upon data analysis Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.

Qualifications

RequirementsStrong academic credentials with a Bachelors degree in a quantitative field. Masters degree preferred. (MS/MBA)Critical Thinker that demonstrates intellectual and analytical rigor with strong problem solving skillsStrong interpersonal and presentation skills as position presents to and/or interfaces with cross-enterprise business partners and Sr. ManagementMust be team oriented, collaborative, and willing to passionately advocate and articulate her/his opinion while maintaining flexibility to incorporate others points of viewThis position operates in a fast-paced environment, requiring a high level of organizational and analytical skills, with a strong attention to detailAbility to think and contribute at the global/enterprise level and at the functional levelAbility to identify root cause to drive continuous process improvementTechnical ability with a passion for operationsStrong project management skillsUnderstanding of financial laws and regulations
Preferred SkillsSpeech Analytics work experienceSAS: 2 years+ experienceSQL: 2 years+ experienceWorking knowledge of the credit card industryLean, Six Sigma and/or demonstrated process improvement expertise a plusCRCM certification

#LI-SN1 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.