Senior Insights and Outcomes Specialist

Discover Financial
Nottingham
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Storytelling","Stakeholder management","Influence","Investigation","Adaptability"]

Own insight generation for the Operational Insights and Customer Outcomes team by creating an insights framework that brings together customer verbatim, internal oversight, colleague feedback, and external benchmarking. Drive continuous improvements in customer experience and operational efficiency through identifying themes and trends. Lead thematic investigations, validate assessment findings within the Customer Journey testing programme, and communicate recommendations via compelling written and visual storytelling.

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Discover Financial
Discover Financial
1 month ago

Senior Insights and Outcomes Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own insight generation for the Operational Insights and Customer Outcomes team by creating an insights framework that brings together customer verbatim, internal oversight, colleague feedback, and external benchmarking. Drive continuous improvements in customer experience and operational efficiency through identifying themes and trends. Lead thematic investigations, validate assessment findings within the Customer Journey testing programme, and communicate recommendations via compelling written and visual storytelling.
Location: Nottingham
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Develop an insights framework to bring together customer verbatim, internal oversight, colleague feedback, and external benchmarking.
  • •Drive continuous improvements in customer experience and operational efficiency by identifying themes and trends from multiple sources.
  • •Collaborate with stakeholders across the organisation to build value-adding relationships.
  • •Lead thematic investigations into high-priority business opportunities and use data to shape robust recommendations.
  • •Perform assessment validations as part of the Customer Journey testing programme and present findings using written and visual presentations.

Pay and Benefits

Perks:PensionAnnual BonusAnnual LeaveHealth InsuranceParental LeaveLearning Budget

Key Requirements

  • •Proven experience analysing a variety of data sources, feedback and customer verbatim to identify themes and trends.
  • •Ability to create compelling evidence-based stories that influence change recommendations.
  • •Strong understanding of Consumer Duty regulation and its importance for high-quality customer outcomes.
  • •Ability to build collaborative, value-adding relationships with customers and stakeholders across the business.
  • •Strong investigation mindset with confidence to challenge effectively while staying focused and adaptable.
Skills:StorytellingStakeholder managementInfluenceInvestigationAdaptability

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn