Product Coach: Service

**Business Unit**:Discovery Bank

**Function**:Client Service

**Date**:28 Jul 2025

**About Discovery**
- Discovery’s 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 Discovery Bank**
- Discovery Bank is a bank like no other - a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.

**Job Purpose**

The **Product Coach** coaches and trains according to the business and training needs for the specified business area.
- We’re looking for a strategic and experienced Product Coach to support the transformation of our Client Services function within a modern Digital Behavioral Bank. This role focuses on building product thinking, continuous improvement, and customer-centricity across all servicing channels—including AI-powered chat, call center operations, and escalation management

**Areas of responsibility may include but not limited to**
- Coach multidisciplinary teams to evolve their practices, leveraging data, behavioral science, and product-led principles to deliver exceptional, scalable service experiences. From chatbot interactions to complex call escalations, you’ll help teams focus on solving real customer problems with empathy and impact.
- Agile Coaching approach to improve both digital and human-led support interactions.
- Guide teams in Call conversational design, AI-human handoff flows, and chatbot performance optimization
- Identifies knowledge and skills gaps within Client Service team through performance trend analysis.
- Strategize, plans, design and conduct coaching interventions on a monthly basis that focuses on closing identified gaps across the client services.
- Increases the skill levels of staff through targeted coaching interventions.
- Collaborate with different stakeholders within the bank to extracts learnings which could benefit the different businesses.
- Maintains accurate and complete coaching and assessment records.
- Provides timely and regular feedback to management and team leaders on coaching, trends and training needs. Collaborate with client service leaders to introduce product-driven approaches to call handling, script optimization, agent tooling, and performance tracking
- Oversee the competency of new recruits during the soft-landing phase.
- Ensures awareness and knowledge of new systems functionality, review of SOP’s, products are embedded within the team.
- To ensure a deep understanding of all processes and systems the Product Coach is required to spend approximately 25% of his/her time performing the day-to-day tasks within the business unit.
- Provide input and sign-off on training scenarios, content including knowledge assessments.
- Stakeholder management within Service and Operations, including cross functional business within Discovery.
- Introducing TL and Management level interventions and programs for performance enhancement and leadership improvement.
- Support and assist with SOP’s reviews based on analysis done within the business.
- Constant review of knowledge management systems, including updating product and process information.
- Identify and reduce friction points that lead to escalations.
- Create toolkits, training, and playbooks for product-minded service improvement across both digital and human channels.
- Facilitate workshops and coaching engagements across service operations, product, and design functions.

**Personal Attributes and Skills**
- Has a passion for coaching, training, and people development.
- Customer and Quality focused.
- Motivating self and others.
- Influencing and persuading.
- Excellent time management.
- Attention to detail.
- Pro-active / Taking initiative.
- Ability to work under pressure.
- Analytical thinking / problem solving.
- Flexible.
- Deadline conscious.
- Knowledge of MS Excel, MS Word, MS Outlook, MS PowerPoint, GPT’s.
- Quality-focused.
- Strong interpersonal skills.
- Ability to work independently with mínimal su