Project Manager Engagement Channel (16436)

Discover Financial Services (NYSE: DFS) is a direct banking and payment services company with one of the most recognized brands in U.S. financial services. Since its inception in 1986, the company has become one of the largest card issuers in the United States. The company operates the Discover card, America's cash rewards pioneer, and offers personal and student loans, online savings products, certificates of deposit and money market accounts through its Discover Bank subsidiary. Its payment businesses consist of Discover Network, with millions of merchant and cash access locations; PULSE, one of the nation's leading ATM/debit networks; and Diners Club International, a global payments network with acceptance in more than 185 countries and territories.

Role Summary
The Project Manager will leverage analysis and modeling of key business strategies executed through contact centers (service, engagement, retention) to drive improvements. Lead development of more effective business decisions and process improvements.

Data Infrastructure Management and Design

• Proactively identify, understand and validate new data sources
• Act as a data expert for CSE to provide quick and efficient understanding of data availability, limitations and effectiveness
• Work as the project manager for data related CSE projects ensuring successful and timely completion

• Extract required data for analysis accurately and quickly.
• Validate the data quality of a variety of data sources and ensure they will support the analysis requirements
• Utilize SQL and SAS to manipulate the data into the necessary structure. This includes outlier analysis, data linking, missing variable treatment, and data exploration.
• Work with business partners to define and refine new business operational metrics
• Leverage a variety of modeling strategies and simulation tools to understand and predict customer behavior. Develop overall strategies that optimize efficiency, revenue and customer experience metrics
• Present findings and recommendations to senior leadership (Director/VP and above) to drive strategy

• Identify new opportunities that drive significant improvement to CSE performance (customer experience, efficiency and/or revenue)
• Leverage analytics and process improvement methodologies (i.e. Discover LEAN) to provide a data-driven approach to improvements
• Present opportunities to field and headquarters leadership (Director/VP and above). Provide fact-based, compelling recommendations to drive consensus and strategic alignment.
• Develop comprehensive Cost Benefit Analysis (CBA's) to capture financial impacts of initiatives

• Master's degree in a quantitative discipline
• 5 - 7 years relevant work experience
• At least 3-5 years SAS experience
• At least 3-5 years SQL experience/relational database use
• Independent research and development skills
• Fully functional in MS Office suite