Searnise Joiner
Discover Financial Services
Wesley Chapel,FL
1
Certification
17
years of professional experience
Innovative business professional with several years of diverse experience. Skilled in enhancing customer experiences and aligning technical solutions with business objectives. Proven success in leading projects from start to finish within defined SLAs and contributing to organizational growth.
Work History
Principal Continuous Improvement
1 Year 5 Months- Led digital project solutions that mitigated risk, increased efficiencies, and improved the customer experience with the support of cross-team, legal, compliance, and design collaboration
- Maintained a backlog of ideas for product teams supporting omni-channel efforts, increased conversion, and technology modernization efforts
- Assisted the deployment of a new initiative to minimize digital delinquency roll rates
- Created, updated, and or maintained process maps to ensure operational excellence
- Completed process and control reviews to identify operational excellence risk events and ensure accuracy in process handling
Customer Journey Expert Manager
2 Years 1 Month- Onboarded and led a team to support the identification of near and long-term customer-centric solutions
- Structured career pathing and guided the promotion of direct report
- Established the first iteration of Card Payment’s scorecard in partnership with cross-functional work groups, prompting win highlights, key deliverable tracking, outlier exploration, and new initiatives
- Assembled and facilitated product deep dives across the product family to ensure all members were fully immersed in customer journeys, UX insights, applicable laws, regulations, policies, procedures, systems, issues, and more
- Developed reporting to capture customer insights, including but not limited to page visits, source of entry, conversion, and errors
- Established measurable OKRs for the product family that supported operational excellence, technology modernization efforts, and long-term business goals
- Organized the digital design modernization efforts incorporating competitive insights, promoting parity across mobile and browser experiences, and reducing consumer struggle scores
Business Strategy Manager
1 Year 6 Months- Ensured processes were adequately developed and supported the strategic goals across all channels
- Led idea intake, prioritization, and supported problem-solving for the early to late-stage delinquency customer segment
- Engagement coordinator for third-party vendors, allowing for ongoing operations of Spanish translation services and augmented staffing support
- Completed regulatory gap assessments to operationalize new laws and regulations
- Managed team member to support accomplishing the above
Product Owner
1 Year- Close coordination across several development teams, shared services, and external vendors for the successful delivery of new initiatives and feature enhancements serving both internal and external customers
- Spearheaded product documentation initiative to support the organization’s shift to a new way of working
- Developed MVPs, features, and user stories in line with the Objectives and Key Results
Agent Systems Associate Product Owner
1 Year 2 Months- Driving Our Business award earned for defining the pre-install defect management process and successfully deploying several seamless experiences serving internal customers
- Collaborated with UX/UI design team to rollout the design management system allowing for increased efficiency and consistency in product delivery
- Defined features and user stories in line with the business objectives
- Maintained product roadmap and managed dependencies across teams
- Engaged in prototyping, usability, and MVP scoping
Digital VOC Analyst
4 MonthsOperations Team Member - Team Leader
5 Years 9 MonthsTeam Leader/Unit Training Coordinator
4 Years 2 MonthsEducation
Master of Science in Management - Concentration in Management Information Systems
Master of Science - Organizational Management
Skills
Agile methodology
Cross-functional team management
Design thinking
Customer empathy
Data-driven decision making
Certification
- Organizational Leadership
- SAFe Product Owner/Product Manager
Timeline
Principal Continuous Improvement
Discover Financial Services
03.2024 - 08.2025Read More
Customer Journey Expert Manager
Discover Financial Services
02.2022 - 03.2024Read More
Business Strategy Manager
Discover Financial Services
08.2020 - 02.2022Read More
Product Owner
Discover Financial Services
08.2019 - 08.2020Read More
Agent Systems Associate Product Owner
Discover Financial Services
06.2018 - 08.2019Read More
Digital VOC Analyst
Discover Financial Services
02.2018 - 06.2018Read More
Operations Team Member - Team Leader
Discover Financial Services
05.2012 - 02.2018Read More
Team Leader/Unit Training Coordinator
Chick-fil-A
03.2008 - 05.2012Read More
Wilmington University
Master of Science in Management from Concentration in Management Information Systems
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Wilmington University
Master of Science from Organizational Management
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