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Principal Digital & Customer Experience

Riverwoods, IL

Discover. A brighter future.

With us, you'll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it - we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

The Principal, Experience Design will be responsible for the consistency of brand experience across all digital touchpoints while creating efficiencies in execution through a best in class, modern component library and processes to support and maintain it. This person will be responsible for the continuous creation of the artifacts which will showcase experience improvements and help with the creation of a research and financially backed roadmap. The Principal, Experience Design will interpret data to derive insights, champion user research, and document the experience journey mapping to create and enhance the Discover customer financial wellbeing. This person will build key cross functional relationships and ground their work in human centered design and HCI principles.

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Champions a culture of effective risk management, accountability, and demonstration of risk awareness across the organization.

Champions a customer-led, research and data backed human centered experience.

Fosters an entrepreneurial spirit and continuous improvement mindset.


Champions a Human Centered Design, user experience, user research, usability, design thinking, and a Mobile first mindset across the enterprise. Proactively determine iterative user experience enhancements. Create research backed, financially sound artifacts to prioritize enhancements with product teams.

Ability to present, communicate and create compelling story to articulate the "why" behind design decisions to executive leadership. Excel in creating cross functional relationships across product design, design operations, legal, product, engineering and digital. Interpret data and insights from Voice of the Customer team and partner with research team on continued enhancement of user experience.

Continue advancement of skills for design expertise and leadership. Keep abreast of new tools and technology for team skills advancement. Working knowledge of Digital Accessibility and Design Systems.

Optimizes the user experience of digital assets. Analyses user behavior and business outcomes leveraging web reporting tools to develop insights.

Leads customer complaint reporting, trend identification, root causes analyses, and mitigation actions.

Partner with the Servicing team and drive forward proactive reporting, research and solutions to drive actionable insights from call volume, analytics, a/b testing, session replay and heat mapping.

Oversee the development of customer experience measurement programs.

Develops and refines a digital origination roadmap.

Streamline monthly, weekly, reactionary, and ad-hoc reporting requests.

Minimum Qualifications

At a minimum, here's what we need from you:

  • Bachelors in Marketing, Business, Information Technology
  • 6+ years of experience in Marketing, Business, Technology, Customer Experience or related
  • In Lieu of degree-8+ years of experience in Marketing, Business, Technology, Customer Experience or related

Preferred Qualifications

If we had our say, we'd also look for:

  • Masters in Fine Arts, Business, Graphic Design
  • 6+ years of experience in Digital Design and Development, customer experience and/or customer research or related; have led teams in design delivery of large scale public facing websites and apps; experience in creation of design languages/pattern libraries


Application Deadline:
The application window for this position is anticipated to close on May-20-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

The base pay for this position generally ranges between $88,500.00 to $149,300.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.


We also offer a range of benefits and programs based on eligibility. These benefits include:

  • Paid Parental Leave
  • Paid Time Off
  • 401(k) Plan
  • Medical, Dental, Vision, & Health Savings Account
  • STD, Life, LTD and AD&D
  • Recognition Program
  • Education Assistance
  • Commuter Benefits
  • Family Support Programs
  • Employee Stock Purchase Plan

Learn more at

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.

Client-provided location(s): Riverwoods, IL 60015, USA
Job ID: Discover-R33933
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • HSA
    • On-Site Gym
    • Pet Insurance
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Fertility Benefits
    • Adoption Assistance Program
  • Work Flexibility

    • Flexible Work Hours
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • On-Site Cafeteria
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
  • Financial and Retirement

    • 401(K) With Company Matching
    • Stock Purchase Program
    • Financial Counseling
  • Professional Development

    • Tuition Reimbursement
    • Internship Program
    • Leadership Training Program
    • Promote From Within
    • Mentor Program
    • Access to Online Courses