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Engagement Specialist

4 months ago

Sandton, South Africa Discovery Ltd. Full time

Business Unit:
Vitality RSA
Function:Strategy
Date:14 Jun 2024
VITALITY RSA STRATEGIC PROGRAMMES

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 sharedvalue model by assisting members in living, driving, and banking well. The Vitality environment is fastpaced 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 highperforming, fastpaced 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 Vitality's 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.

PURPOSE OF THE ROLE
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 it's 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

  • 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 largesized projects and successfully leading the project from conceptualization through to implementation, operationalization, and postimplementation 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 largescale initiatives, covering new and existing product suites, features, customer experience, growth, engagement and functions to rea