ENGAGEMENT SPECIALIST
About Discovery And Vitality
Discovery is a shared value insurance company whose purpose and ambition are achieved through a pioneering business model that incentivises people to be healthier and enhances and protects their lives.
Vitality supports Discovery's fundamental mission and shared-value model by assisting members in living, driving, and banking well. The Vitality environment is fast-paced and constantly evolving. Vitality keeps on the cutting edge of innovation by launching intriguing new products annually. Within the team of 500+ creative minds, initiatives span all areas of marketing, finance, data, people, MIS and actuarial, operations, strategic programs, and wellness, giving personnel sufficient opportunity to understand the business. Vitality collaborates with a diverse group of partners who support our mission and accept nothing less than an exceptional experience and level of service for our members. Vitality employees take delight in embodying the Discovery principles and the organization's primary mission of "getting people healthier and enhancing and protecting their lives" in all that they do.
About Vitality Strategic Programmes
The Vitality Strategic Programmes team is a high-performing, fast-paced team tasked with innovating, implementing, and managing the Vitality benefits, Vitality engagement, customer experience, thereby ensuring that Vitality meets its objectives which include:
- Ensuring Vitality members have a dazzling experience.
- Encouraging members to remain engaged with Vitality and realize the value in participating in Vitality Benefits.
- Ensuring the Vitality Benefits achieve Vitalitys strategic objectives.
- Leveraging our strategic partnerships which are essential to ensure the effectiveness of the Vitality programme for members as well as allowing Discovery Vitality to function optimally as a business.
Ensure that every Vitality member has the opportunity to engage with Vitality and experience its value. This spans across each touch point in their journey from onboarding onwards, where we have the ability to continuously drive engagement. The key to success and the key requirement of the role is to identifying barriers to engagement and remove hurdles for members. We have a range of channels to communicate, a range of partners to help with rewards and its about identifying which works best, and where. The member experience at the end should result in a simple journey that ends up rewarding members for what they do daily to take care of their health and a journey that makes members want to do more for themselves.
SPECIALIST JOB FUNCTION
The successful candidate will be responsible for, but not limited to, the following job functions:
- Be involved in executing the Vitality strategy by innovating and leading delivery of projects relating to benefits, activation, engagement, customer experience and growth initiatives in line with the Vitality strategy.
- Be product lead of multiple concurrent cross functional teams for large-sized projects and successfully leading the project from conceptualization through to implementation, operationalization, and post-implementation management ensuring they continue to achieve business objects and engagement targets within Vitality.
- Maintain and be knowledgeable about customer engagement, customer experience, digital and gamification trends, and innovations in this field to act as a consultant in guiding and improving Vitality's new and existing product suite, features, customer experience, growth, engagement, communication techniques to achieve strategic outcomes.
- Maintain awareness of trends and innovations in health and wellness.
- Collaboration with numerous stakeholders both internal (e.g. marketing, systems, graphics, data analysts, compliance, legal and usability specialists) and external is required to develop projects that are engaging and provide a memorable customer experience.
- Manage work priorities and ensure that work within each stream is completed on schedule and within budget.
- Ensure that work is delivered in accordance with the larger picture of Vitality's strategic outcomes in terms of maximum ROI and value.
- Develop an understanding of Vitality's overall products/features/initiatives and projects, as well as the influence of your project on the Vitality business.
- Determine the critical project components that must be delivered for the project to succeed and Vitality's overall strategic success.
- Contribute to formal and informal research to aid in the design and improvement of engagement, growth, customer experience, products, and features.
- Create business cases, presentation decks, product, and customer experience specifications as well as reporting and content specifications for large-scale initiatives, covering new and existing product suites, features, customer experience, growth, engagement and functions to reach strategic results.
- Present to various internal and external stakeholders to acquire project buy-in and approvals.
- Participate in feasibility, solutioning, and other relevant forums to co-create a project solution.
- Approve system user specifications.
- Approve marketing content and user experience / member journeys to ensure they are in line with the project's strategic goals. Approve testing plans when projects are initiated to ensure that all eventualities are addressed. Accept Beta plans.
- Ensure that projects are designed to be operationally efficient and are fully operationalized at launch.
- Liaise with other business leads from departments such as marketing, systems, operations, service, project office, and finance to ensure their specifications meet the projects strategic and functional objectives.
- Proactively monitor and manage a set of specified projects, innovating where necessary to ensure that they continue to engage our members and fulfill Vitality's goals.
- Minimum of a bachelors degree.
- Minimum of five years' expertise in one or more of the following fields is preferred; customer interaction and engagement, customer experience, project implementation, communication strategy and development, product ownership and growth strategy formulation and implementation.
- Post graduate degree or business diploma is preferable but not essential.
The successful applicant must have proven experience and competencies in the following areas:
- Deep knowledge and understanding of the Vitality benefits and rewards.
- Background in behavioural science and communication techniques.
- Innovative thinking.
- Motivated to continuously challenge and improve the status quo.
- Ability to work independently to build proposals to solve problems.
- Proficient in PowerPoint decks to present to business on ideas.
- Comfortable to take ownership of projects that run with external partners.
- Basic knowledge of data analytics.
- Comfortable to run projects that have multiple strands across diverse teams in business: systems, data analytics, marketing, R&D, legal etc.
- A positive attitude, who takes the initiative to accomplish the task, possesses the motivation to complete the assignment in a reasonable period, and inspires others to do the same, without focusing on the unavoidable obstacles that emerge in any employment.
- Demonstrated adaptability and flexibility in performing responsibilities in a constantly evolving workplace.
- A demonstrated capacity to establish solid, trustworthy, and reliable relationships and partnerships.
- A demonstrated aptitude for providing regular, timely, and high-quality communication and conversation with leaders and stakeholders, with the ability to modify communication style to the needs of various leaders and stakeholders.
- Competent facilitation abilities. Should have the ability to manage group discussions.
- Result-oriented. Should be capable of following up on feedback to guarantee positive, timely results.
- Demonstrable aptitude for anticipating and planning ahead while paying close attention to detail. Must be capable of producing precise written documents.
- Proven expertise in agile product ownership and implementation, presenting to stakeholders to secure buy-in and approval of projects, negotiation, and leading various stakeholders in managing and delivering on several concurrent projects in a fast-paced and dynamic environment.
- A proven understanding of digital trends, customer experience, growth and engagement activities, and strategy formulation.
- A drive to continue learning, discovering, and comprehending new advancements and field-specific information in the context of an ever-changing workplace and customer demands.
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
EMPLOYMENT EQUITY
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
