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Director People Services


Location: Riverwoods, Illinois

Job Type: Not Specified


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 Director of People Services will help steer Discover’s People Operations team and will create and deliver exceptional employee experiences through each interaction across our ~17000 employees. With a customer-first mindset you will deliver simple, consistent and scalable services.

This person will define the service strategy to provide a best-in-class employee experience and operational performance in partnership with our HR centers of excellence to deliver meaningful and engaging services. You will advocate for and embrace diversity, foster inclusivity, help create an environment of trust and respect leading to equitable and progressive solutions.


  • Set the strategy for HR’s global service delivery model creating workflows, knowledge management and transactional capability that is simple, efficient and drives exceptional experiences.

  • Guide the implementation of large-scale strategic initiatives that achieve a future vision for progressive HR capabilities.

  • Design or redesign business processes and support models.

  • Shape an organization leveraging design thinking principles to deliver a sustainable, consistent employee experience across the enterprise, aligned with the HR strategy and employee value proposition.


  • Guide and coach ~55 team members.

  • Set HR's global service delivery strategy and serve as advocate to produce a best-in-class service experience via thought partnership, evaluation, design, education, and change management.

  • Define and create a high-performance culture, including a consistent approach to experience- level agreements, key performance indicators, performance reporting, and service cost visibility and management.

  • Manage continuous improvement process; with curiosity and rigor leading to both large and incremental changes to products, services, and processes.

  • Establish, build, and maintain strong relationships with key stakeholders inside and outside of HR to achieve an informed view of customer needs and challenges.


  • Intake and understand business requests and strategize the execution of these solutions in process, technology and service.

  • Identify and optimize user channels in order to enable efficient process execution, improve accessibility, and achieve closer customer alignment.

  • Select and manage vendor relationships to ensure product performance and quality system administration.

  • Plan + direct service and processes globally, ensuring the team executes various HR transactions and resolves inquiries with high levels of care, accuracy and compliance.

Operational Effectiveness

  • Leverage data to look around corners, identify patterns, trends and perform root cause analyses to determine targeted improvements for key results and predict employee service needs.

  • Establish measurements and track effectiveness (speed, quality and satisfaction) for the purpose of improvement.

Minimum Qualifications:

  • Bachelor’s degree or equivalent experience in lieu of degree.

  • 10+ years of experience in Human Resources, Shared Services, Operations, or related field.

Preferred Qualifications:

  • Strategic thinker with a result-focused ability to inspire creative solutions at all levels of the organization. Strong operational capability to understand and improve through data, KPI development and root cause analysis.

  • Effective partner who works collaboratively to provide experiences and solutions that are aligned with business goals.

  • Ability to empower, engage and deliver exceptional service/performance and new innovative solutions.

  • Customer-first-mindset, strategy and vision that creates meaningful experiences.

  • Ability to create experience-level-agreements, standards and process and evaluate against performance metrics.

  • Program management and/or ability to envision strategy and execute upon large scale initiatives and change.

  • Knowledge of HR laws, regulations and compliance requirements.

  • Customer service skills with ability to quickly resolve issues.

  • Experience using Workday, ServiceNow and other top tier HR systems to enable a meaningful experiences.




What are you waiting for? Apply today!

The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.