Permanent Entry level vacancies at the Discovery
Closing date: Not specified
Location: South Africa
Permanent Entry level vacancies at the Discovery
Discovery South Africa is accepting applications for various job opportunities including:
Service Consultant – Chronic Servicing (Talent Pool)
Key Purpose
Dealing with all queries related to Chronics and HIV.
Areas of responsibility may include but not limited to:
- Taking calls and dealing with Discovery queries;
- Dealing with queries from franchises, brokers & the public;
- Dealing with all queries related to Chronics and HIV
- Dealing with all queries through to resolution;
- Admin functions;
- Policy changes to the product;
- Working on Discovery Systems;
- Assisting with escalated queries from brokers and franchises.
Personal Attributes and Skills
- Self- motivated and pro-active;
- Team player;
- Assertiveness and can easily adapt to change;
- Able to prioritize and work under pressure;
- Very organized, positive, and service orientated;
- Professional at all times;
- Attention to detail;
- Empathetic;
- Sensitive
Education and Experience
Essential:
- Minimum 50% English, Maths / Maths Literacy or Accounting
- Excellent verbal and written communication skills;
- Excellent administration skills;
- MS Office and PC literate;
- Contact centre consultant skill
Customer Experience Specialist
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 & Responsibilities may include but are 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.
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.
Role Requirements
- 3 to 5 years of experience in customer experience management in financial services, retail and/or telecommunications (required).
- Management consulting experience at 1st and 2nd tier management consulting firms (advantageous).
Education and Qualifications
Any one of the following accreditations or certifications would be advantageous:
- CCXP (Certified Customer Experience Professional).
- CEMM (Customer Experience Method / Successful Customer Outcomes) Accreditation.
- ACXP (Accredited Customer Experience Professional).
- ACXM (Accredited Customer Experience Master).
- CXPA (Customer Experience Professionals Association).
DDS Consultant
Discovery Direct Services is an internal Sales and Distribution team in Discovery. We are seeking full time Consultants to provide new business, servicing, and marketing support on all product lines to independent financial advisers. The successful incumbent must pride themselves on providing efficient and effective service to financial advisers with consistency and reliability. To ensure success as a Consultant, you should be resourceful enough to build relationships with financial advisers though various forms of communication. In addition, you should be alert to business opportunities that present themselves and enjoy enhancing your existing competencies and developing new knowledge and skills.
Areas of responsibility may include but not limited to:
- Develop comprehensive business plans that align with adviser objectives and market dynamics.
- Flexibly adjust strategies in response to evolving market conditions and emerging opportunities.
- Identify and evaluate potential opportunities integrating them into actionable business plans.
- Taking telephonic queries from Discovery Direct Financial advisers from investigation through to resolution and feedback.
- Drafting new business and servicing quotations.
- Capturing New business applications.
- Completing administrative and repetitive tasks in keeping accurate, detailed stats of all queries and correspondence as well as reporting on it on a frequent basis.
- Working on various Discovery Systems (Adviser360, Smart Track, Paradigm, Teams, Front Line, and SAM).
- Review, follow-up and track new business.
- Liaise with operation support areas on servicing and processing of business.
Personal Attributes and Skills
- Ability to influence and negotiate.
- Results driven.
- Honest and ethical.
- Problem solver.
- Resilient and optimistic.
Education and Experience
- 2 years of experience in customer services (Essential).
- 60 FAIS Credits (Essential).
- Regulatory Exams (RE) (Advantageous).
- Knowledge of MS Office Suite (Required).
- Understanding of Financial Planning (Required).
- Knowledge of insurance (short-term, health, risk and investment industry) (Required).
How to apply
All the best with your applications.