Functional Head- Digital Customer Experience

Discovery Health| Functional Enablement

About Discovery

Functional Head Digital Customer Experience

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 Functional Enablement

Serves as a point of central coordination of functional development through research and best practice, whilst delivering the strategic initiatives working across the Discovery composite and supporting the day to day management of operational activities. Functions that make up the unit are Business Relationship Management, Customer Services, Digital Services, Finance and Billing Operations, Workflow Optimisation, Claims Enablement, Managed Care, Disease Management and New Market Integration.

Key Purpose

The successful candidate will be responsible for the conceptualisation and implementation of new digital projects and product enhancements across the web, mobile and Virtual Agent platforms to enhance our client experience and improve business and operational efficiencies.

This role will consist an extensive list of tasks and responsibilities across multiple stakeholder communities and will ultimately be required to define and solve complex client and business challenges through digital solutions.

The Digital Functional Head will also manage a team of Functional Coordinators.

This role forms part of the InHouse and Digital stream within Functional Enablement and will work closely with Health and Group systems teams, Health product and benefit owners and Servicing Teams.

Areas of responsibility may include but not limited to

SME support

• Provide digital SME input and steer on projects linked to Health Strategic Objectives
• Anticipate client needs through external research and trends analysis
• Day-to-day support to the operational leadership teams to ensure optimal client engagement

Project management and support

• Define the digital product vision with a constant focus on optimizing customer experience
• Development of project scope and requirements
• Present project scope and requirements at various systems and business forums
• Coordinate and chair project meetings
• Support the development of project business cases
• Project planning and roadmap management
• Track and evaluate project progress and provide regular progress updates to various business stakeholders

Operations support

• Continuous monitoring and analysis of the performance of digital servicing tools and initiate processes for improvement and fixes
• Reporting on the usage and perception data of digital tools
• Review of web, mobile and virtual agent content
• Coordination of digital testing across the Health business, actioning findings and solutions and providing feedback.
• Support the management and coordination of the digital year-end process

Personal Attributes And Skills

Behavioural Skills

• Strong focus and passion for innovation, conceptual thinking and learning
• Aptitude for processing large amounts of information and sythesising into insightful and actionable recommendations.
• Ability to make prompt, clear decisions, which may involve tough choices and considered risks
• Negotiation and conflict resolution skills
• Exceptional interpersonal and networking skills at different levels.
• Coaching and people development skills
• Decision-maker with a solution oriented approach that is able to identify, drive, and implement effective decisions.
• Dynamic, strategically minded visionary who adapts to changing circumstances.
• Ability to identify opportunities for continuous improvement in the organisation

Technical skills

• Business writing
• Strong analytical ability with numerical and qualitative data
• Process and journey mapping

Education And Experience

• Analytical or technical tertiary education background: Informatics or IT degree, B Comm or BSoc Sci, , preferably at post-graduate level
• Proven track record in business analysis and/or digital product ownership

Relevant management experience of at least 2 years

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.