Job Opportunities at Discovery Limited

Key Purpose

• As the Product Manager, you will get to work with an amazing (and uniquely global) team of developers, designers, and operations stakeholders define, manage and deliver digital health products. In this role, you will have the opportunity to think through some of the problems facing customers of Discovery and Discovery Health and create solutions that drive product results that directly reach millions of insured lives. For the individual who is ambitious, creative, have high energy and an analytical, inquiring mind.

Areas of responsibility may include but not limited to

Drive the product in the right direction

• Build an effective roadmap to collaboratively prioritize important features
• Take high-level feature proposals and customer problems and define products and customer experience. Delegate the breakdown into smaller iterations that development teams can work on to product owner but play a consulting/ reviewer role for these.
• Balance new features, improvements, and bug fixes to ensure a high velocity and a stable product
• Consider the business impact, ROI, and other implications when taking important decisions

Take an active role in defining the future

• Contribute to the product vision in collaboration with business and strategic stakeholders
• Create and maintain a vision for your product(s)
• Innovate within your product area
• Communicate and evangelize your product vision internally and among the wider community

Manage the product lifecycle end-to-end

• Work with technical leads and development teams in an agile environment to ensure implementation is of high quality and strategically aligned
• Be the voice of the customer and the subject-matter expert for your product
• Contribute to documentation, demos, and marketing materials for product features
• Collaborate with other Product Managers, UX, and engineers in cross-area features
• Facilitate market competition analysis and user research in collaboration with relevant teams
• Review product requirements, including user flows, wireframes, and system diagrams
• Prioritize product initiatives based on quantitative and qualitative data, business strategy, and market context
• Work with the UX design team and with technical leads to design features
• Consult on usability testing in collaboration with UX design team

Collaborate with relevant business stakeholders

• Assist Business, Ops and Marketing as the subject-matter expert for your area
• Provide internal training and cross-departmental communication for new features
• Work with the entire Product team to share improvements and best practices
• Review usage metrics to validate expected business impact, and iteratively adjust the product roadmap in response

Personal Attributes and Skills

• Exceptional analytical, problem solving and research skills
• The skill for solving complex problems with well-reasoned arguments
• A passion for developing world-class solutions that meet both the business’ and customers’ needs
• The ability to think creatively and pursue innovative, alternative ideas
• An ability to deal with complexity, ambiguity, and constant change
• High energy levels and the ability to work well in a team
• An aptitude and passion for delivery at high quality levels within short deadlines
• An expert at managing timelines and meeting deadlines
• A strong interest in building broader business skills and / or an entrepreneurial flair
• Solid understanding of systems development life cycle
• Knowledge of Discovery Products and legacy systems environment

Education and Experience

Minimum of an undergraduate Bachelor’s degree or similar:

• Engineering degree
• BSC or BCom (Hons) (Informatics)
• Design (UX/UI) qualification
• 5-7+ years working experience
• 2-3+ years of experience in product management, ownership or equivalent experience (leading product design teams)
• Proven experience in requirements elicitation, implementation and post-execution support of products
• Outstanding written and verbal communication skills, with the ability to explain complex technical requirements for multiple audiences
• Proven experience in design tools (Figma, Sketch etc.)
• Proven track-record of a willingness to tackle hard problems head-on
• Strong technically: you understand how software is built, packaged, deployed and operated

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Personal Attributes and skills:

• Strong Customer focus
• Networking skills
• Able to work autonomously.
• Strong Planning and organisational skills

Experience Required:

• NQF 5 industry recognized qualification (minimum of 120 credits)
• RE 5 (preferrable but not essential)
• No previous financial planning experience necessary but will be beneficial.

Important Information about the Role:

• Own vehicle essential
• Durban based either working from home (office allowance offered), Umhlanga & Kloof offices.
• Full product training & financial planning training offered.
• Ongoing support and assistance
• Be willing to be part of a team.
• Training allowance offered during first two months.
• Commission only & incentives paid on targets reached.

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Key Purpose

• The successful incumbent will be responsible for the development and implementation of the strategy for the Disease Management Portfolio, which includes Oncology, HIV, Advanced Illness Benefit, Care Coordination Services, Member Care Programme, CMO and other disease management programs which must support and underpin the strategy of Discovery.

The role will have three main areas of focus, but is not limited to only this:

• Innovation and business improvement to move functions forward
• Maintenance of functions across streams
• Project Management and Implementation

Key outputs

The successful applicant will be responsible for but not limited to the following job functions:

Areas of responsibility may include but not limited to

Implementation and Maintenance

• The person will lead dynamic, clinically diverse teams that will change based on project needs:
• To drive strategic delivery and execute innovation across all functions that the incumbent is responsible for
• To embed a culture of drive, engagement and enhancement across portfolio
• To work closely with strategic risk management and care operations to execute business imperatives.
•  To ensure that SOPs are accurate, updated and in place for new and existing functions.
• To ensure that the functions are audited, and audit reports used in order to drive business improvement, efficiencies and controls.
• To analyze data and trends and implement processes to enhance the function.
• To ensure that reports and dashboards are available to support the business.
• To effectively assist with escalations from the relevant operations and servicing areas where necessary.
• To sign-off both marketing and training material for the areas managed.
• To ensure that accurate and relevant training content is available to FE
• To chair weekly/monthly forums with the relevant teams.
• To maintain effective relationships with all levels of the business.
• Develop frameworks and principles to guide streams.
• Representation of the function at various internal forums.
• To prioritize clear and effective communication across all relevant business areas

Move the business forward

• To innovate and initiate business improvement projects through research and best practice, understanding of the industries impacting the function.
• To innovate and continuously improve the function, making it the best of breed, comparable with international best practice by performing broad based research.
• Benchmarking Discovery’s performance to the best of breed.
• Monitoring the performance and trends within the functions and where applicable ensuring that trends corrective action/new initiatives are implemented

Project implementation

• To act as the Business Owner and/or lead a team that is responsible for:
• Drafting initiation papers and business cases for new initiatives and to present these in order to get key initiatives and system changes effected.
• Review and sign off of specs, analyze and sign off test cases.
• To contribute technically to all projects having a bearing on the functions managed in order to ensure that such projects enhance the functions.
• To plan and implement year-end projects which are assigned and to ensure successful implementation of these projects.
• To check work methodologies and outcomes and ensure that they are consistent operationally.
• To perform post implementation analysis and make recommendations.
• To support all impacted business and operations areas through skillful project implementation

Competencies

The successful candidate would need to have the following competencies:

• Strategic Ability to make prompt, clear decisions, which may involve tough choices or considered risks. Takes responsibility for actions, projects, and people. Takes initiative and acts with confidence working under own direction. Initiates and generates activity.
• Provides others with a clear direction. Sets appropriate standards of behavior. Delegates work appropriately and fairly. Motivates and empowers others. Provides staff with development opportunities and coaching. Recruits staff of a high caliber.
• Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organisation. Relates well to people at all levels. Uses humor appropriately to enhance relationships with others.
• Makes a strong personal impression on others. Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others. Manages conflict. Makes effective use of political processes to influence and persuade others.
• Analyses numerical data, verbal data and all other sources of information. Breaks information into component parts, patterns and relationships. Probes for further information or greater understanding of a problem. Makes rational judgements from the available information and analysis. Produces workable solutions to a range of problems. Demonstrates an understanding of how one issue may be a part of a much larger system.
• Rapidly learns new tasks and quickly commits information to memory. Gathers comprehensive information to support decision making. Demonstrates a rapid understanding of newly presented information. Encourages an organizational learning approach (i.e., learns from successes and failures and seeks staff and customer feedback). Manages knowledge (collects, classifies, and disseminates knowledge of use to the organisation).
• Works strategically to realize organizational goals. Sets and develops strategies. Identifies and develops positive and compelling visions of the organization’s future potential. Takes account of a wide range of issues across, and related to, the organisation.
• Sets clearly defined objectives. Plans activities and projects well in advance and takes account of possible changing circumstances. Manages time effectively. Identifies and organizes resources needed to accomplish tasks. Monitors performance against deadlines and milestones.
• Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical, and orderly way. Consistently achieves project goals.

Qualifications & Experience
The following are essential requirements.  

• Must have a relevant tertiary qualification 
• At least 3-5 years of strategic and operations management experience in Healthcare 
• Advanced Project management
• Strong presentation skills
• Advanced negotiation skills
• Advanced interpersonal relationship skills
• Advanced planning and forecast skills

Advantageous

• Clinical Qualification
• Relevant legislation and industry knowledge
• At least 2 years of experience with knowledge of Discovery Products
• At least 2 years of product management experience

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Key Purpose

• The Customer Experience Specialist is responsible for improving value to customers and Discovery, by enhancing existing and enabling new strategic customer journeys and experiences.  The success of this role will be measured by a positive change in customer perceptions, attitudes, and behavior, resulting in customers living better and healthier lives and an improvement in business performance. They will achieve this by collaborating with multidisciplinary teams across Discovery Health and Group and will be required to be well rounded in all areas of customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives. 

Key Outputs

Areas of responsibility may include but not limited to:

• Form multi-disciplinary and cross-functional teams (product, operations, data science, systems and digital, marketing, etc.) that collaborate to solve customer opportunities, outcomes and goals using the relevant customer experience design approach, including customer journey maps.
• Identification, enablement and ongoing management of real-time customer journey measurement and mapping technology platforms.
• Enhancing the Discovery Health customer experience and journey framework by continuously scanning the external environment for best practices and selectively adopting appropriate new best practices.
• Identification and prioritization of new or existing customer experiences, journeys and/or touchpoints which requires improvement, based on the customer and business opportunity.
• Integrate processes, tools and other capabilities to ensure the continuous improvement of customer journeys and experiences.
• Create and amplify a culture of collaboration across teams to design and map new and improved customer journeys and experiences.
• Carrying out hypothesis-driven customer journey workshops, validating with customers, prioritizing recommendations and piloting changes before global roll-out.
• Inspire the ‘future of what's possible’ by motivating teams to find innovative solutions to deliver better outcomes for our customers.
• Manage the ARIS customer journey management platform, ensuring the utilization of the tool across all areas in Discovery Health to map, store, monitor performance of and manage changes / enhancements to customer journey maps.
• Explore and enable journey orchestration technology solutions to efficiently manage complex journeys at scale, collaborating with the appropriate Health and Group functions.
• Democratize outside in customer journey innovation across all teams in Discovery Health, empowering teams to apply this approach to their “business as usual” practices.
• Consult and advise as an internal SME (subject matter expert) in other areas of customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives.
• Lead select projects which impacts various customer experience management capabilities, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives.

Key skills and knowledge

Skills

• Ability to identify key  pain points moments of truth affecting customer perceptions.
• Ability to conduct experience gap analysis and prioritize recommended improvements.
• Ability to drive customer centered design and innovation.
• Ability to accurately map and depict customer touch points.
• Ability to drive action and execution of key CX improvements.
• Ability to facilitate change and teach others / transfer technical knowledge and skills.
• Ability to develop holistic business cases based on to-be customer experience design.
• Ability to perform / interpret advanced customer experience analytics and work with complex data models / data environments.
• Ability to gather input from employees about customer experiences and opportunities for improvement.
• Ability to understand key drivers of VoC performance and communicates them effectively across the organization.
• Leads by example by being the advocate for the Customer Experience across channels (or across the organization)
• Ability to teach methodology across functional teams to unify efforts and enable understanding of how each role has an important part to play in customer experience impact.
• Ability to facilitate interactive group sessions to build understanding, support and engagement.
• Ability to facilitate an understanding of what is important to customers and how the organization is performing relative to customer needs.

Knowledge

• Customer experience strategy
• VoC programs
• Customer experience business case development
• Advanced customer experience modelling and analytics
• Customer centric culture change programs
• Design thinking and customer co-creation approaches
• Experience gap analysis and prioritization
• Human-centered design and innovation
• Future state journey mapping
• Control and response plans
• Operating plan and capabilities
• Change, project, and process management
• Interdependencies
• Iterative ideation and prototyping
• Leading journey orchestration, mapping and management technology solutions
• Familiar with ARIS modeling of customer journeys and business process (preferred)

Education and Experience

• At least 3 to 5 years of experience in customer experience management in financial services, retail and/or telecommunications.
• B-degree or equivalent experience

Preferred Education and Experience

• Management consulting experience at 1st and 2nd tier management consulting firms.
• CXPA (Customer Experience Professionals Association)

Advantageous.

• CCXP (Certified Customer Experience Professional)
• CEMM (Customer Experience Method / Successful Customer Outcomes) Accreditation
• ACXP (Accredited Customer Experience Professional)
• ACXM (Accredited Customer Experience Master)

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Job Purpose

• To create, review, analyse and maintain content relevant to PinPoint, and Virtual Agent To further create, review and maintain Discovery product and process information in the PinPoint, and Virtual Agent knowledge bases and monitor the performance of the system.

Principal Accountabilities

• Internal communication management on PinPoint, and Virtual Agent communication with SMEs, stakeholders, business etc (Meetings, email communication, IM communication, telephonic communication)
• Analysis and structuring of product information on PinPoint and Virtual Agent
• Monitor VA system performance and prioritise and action fixes new content requests and journeys that will improve the overall performance
• Analysis of questions being asked in the VA and categorising according to business and accuracy
• Source, develop and structure new content in collaboration with subject matter experts and Marketing where information gaps have been identified
• Ensure that all content is correct and accurate and meets Discovery content style and tone guidelines prior to publishing
• Regular reports on PinPoint, Virtual Agent and other Discovery-specific metrics for stakeholdersMeeting participation and presentation at various Forums
• Meeting participation and presentation at various Forums

Education; Knowledge and Experience

Essential:

• Matric

Advantageous:

• BA Communication or related qualification 
• Working knowledge of Knowledge Base
• Knowledge of various Discovery products and experience in the environment
• Excellent communication skills (verbal and written)

Essential:

• At least 2 years relevant or similar experience within a correspondence or communications (writing) function

Advantageous:

• Working Knowledge and experience of all Discovery products.
• Intermediate Coding knowledge