Discoverys core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About The Service Lab
The Service Lab consists of 14 unique functions that serve to centralise and departmentalise various functions throughout Discovery. Our department's Vision is to be recognised as the thought leader to all areas of Discovery developing and driving best practice. The culture within the department is one of constant learning, knowledge sharing, change and innovation.
About Discovery Research Centre
The Discovery Research Centre (DRC) conducts ongoing client-based research and surveys to ascertain client sentiment and feedback across all touchpoints and channels. Several channels are used to obtain feedback, including web, email, telephone, website, App and IVR. Several perception metrics are measured by the team. In addition, text and emotion are analysed. Feedback received from these surveys is used as input into strategy, incentives, process optimization and improvement projects.
Key Purpose
Analysis of data to elicit key findings to improve the client experience. Driving the communication of findings appropriately through the business to inform continuous improvement. Will also be responsible for the development and ownership of tools to unpack textual feedback to support analyses.
Key Outcomes
- Information Gathering: Conducting comprehensive research, structuring effective questions, and conducting insightful interviews to gather relevant information from various sources.
- Information Synthesis: Making sense of data and information collected from diverse sources and distilling complex findings into clear and actionable insights.
- Analytics: Reviewing extensive historical data sets of client perceptions to identify trends, patterns, and key findings. Developing detailed insights with well-substantiated motivations.
- Information Analysis: Transforming raw data into valuable information that supports senior decision makers. Identifying and creatively highlighting important focus areas to proactively address challenges and opportunities.
- Qualitative and Quantitative Data Analysis: Utilizing both qualitative and quantitative methods to analyze data, providing a comprehensive foundation for strategic decision-making.
- Proactively identify emerging trends and focus areas, contributing to innovative problem-solving
- Summarising (identifying, interpreting and illustrating key concepts succinctly through meticulous data analysis, applying detailed methodologies to elicit key findings)
- Reporting (conveying key concepts in writing and diagrams in a way that engages and influences the audience)
- Presentation design, building and delivery
- Analyses and presents data in a way that provides actionable insights, by presenting findings in a practical and interpretable way
- Engage with senior stakeholders to influence and drive positive improvements to Customer Experience based on the value adding insights and reporting shared
- Run large research projects with little assistance, including new experimental projects in terms of approach, technology, and value add
- Involvement in the development and maintenance of text dictionaries associated with specific topics to leverage the power of text analytics
- Involvement in the ownership of dashboards based on the dictionaries above and driving the efficacy and use of these
- Keep up to date with best practice and latest thinking which should include topics like analytics, data visualization, Artificial Intelligence
- Link to Data Science through the use of our dictionaries and as a feeder into the LLM programme
- Grade 12 with Maths
- Bachelors Degree, advanced degree preferred
- 5+ years of analytical experience
- Proven expertise in data analysis, synthesis, and presentation
- A core understanding of project management principles
- A proven track record of executing delivery of projects and solutions
- Experience with interacting at a senior level
- Proficiency in MS Word, MS Excel and MS PowerPoint
- Advanced Excel skills
- Data Models Cubes and Tabular
- PowerBI and other data visualization tools
- SQL, Python and R
- Creative and innovative
- Problem solving and ability to drive projects ahead
- Resilience
- Presenting and effective communication
- Adapting and responding to change
- Results orientated
- Quality focused
- Define, manage, and track strategic projects
- Ability to convey key points with impact
- Story boarding and visualization
- Strong analytical skills
- Knowledge of interpreting data
- Project management
- Ability to elicit key findings and prioritise them
- Forward thinking with a visionary focus
- Work with and leverage a team
- Ability to collaborate effectively across cross-functional teams
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.
About Discovery Research Centre
The Discovery Research Centre (DRC) conducts ongoing client-based research and surveys to ascertain client sentiment and feedback across all touchpoints and channels. Several channels are used to obtain feedback, including web, email, telephone, website, App and IVR. Several perception metrics are measured by the team. In addition, text and emotion are analysed. Feedback received from these surveys is used as input into strategy, incentives, process optimization and improvement projects.
Key Outcomes
- Information Gathering: Conducting comprehensive research, structuring effective questions, and conducting insightful interviews to gather relevant information from various sources.
- Information Synthesis: Making sense of data and information collected from diverse sources and distilling complex findings into clear and actionable insights.
- Analytics: Reviewing extensive historical data sets of client perceptions to identify trends, patterns, and key findings. Developing detailed insights with well-substantiated motivations.
- Information Analysis: Transforming raw data into valuable information that supports senior decision makers. Identifying and creatively highlighting important focus areas to proactively address challenges and opportunities.
- Qualitative and Quantitative Data Analysis: Utilizing both qualitative and quantitative methods to analyze data, providing a comprehensive foundation for strategic decision-making.
- Proactively identify emerging trends and focus areas, contributing to innovative problem-solving
- Summarising (identifying, interpreting and illustrating key concepts succinctly through meticulous data analysis, applying detailed methodologies to elicit key findings)
- Reporting (conveying key concepts in writing and diagrams in a way that engages and influences the audience)
- Presentation design, building and delivery
- Analyses and presents data in a way that provides actionable insights, by presenting findings in a practical and interpretable way
- Engage with senior stakeholders to influence and drive positive improvements to Customer Experience based on the value adding insights and reporting shared
- Run large research projects with little assistance, including new experimental projects in terms of approach, technology, and value add
- Involvement in the development and maintenance of text dictionaries associated with specific topics to leverage the power of text analytics
- Involvement in the ownership of dashboards based on the dictionaries above and driving the efficacy and use of these
- Keep up to date with best practice and latest thinking which should include topics like analytics, data visualization, Artificial Intelligence
- Link to Data Science through the use of our dictionaries and as a feeder into the LLM programme
- Creative and innovative
- Problem solving and ability to drive projects ahead
- Resilience
- Presenting and effective communication
- Adapting and responding to change
- Results orientated
- Quality focused
- Define, manage, and track strategic projects
- Ability to convey key points with impact
- Story boarding and visualization
- Strong analytical skills
- Knowledge of interpreting data
- Project management
- Ability to elicit key findings and prioritise them
- Forward thinking with a visionary focus
- Work with and leverage a team
- Ability to collaborate effectively across cross-functional teams
Experience and Qualifications:
- Grade 12 with Maths
- Bachelors Degree, advanced degree preferred
- 5+ years of analytical experience
- Proven expertise in data analysis, synthesis, and presentation
- A core understanding of project management principles
- A proven track record of executing delivery of projects and solutions
- Experience with interacting at a senior level
- Proficiency in MS Word, MS Excel and MS PowerPoint
- Advanced Excel skills
- Data Models Cubes and Tabular
- PowerBI and other data visualization tools
- SQL, Python and R
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.
