Behavioural Business Analyst at Discovery Limited

Job Purpose

• The behavioral content analyst will be responsible for creating and maintaining high-quality, client-facing content across digital and assisted channels specifically focused on engagement.  The purpose of the job is to manage the continuous enhancement and improve pipelines for engagement communications, including: content creation, template testing, content adjustment, content review, and managing content through the various approval steps.

Areas of responsibility may include but not limited to

Content Strategy & Development

• Own and evolve the content strategy for all engagement communications.
• Process management of how engagement communications meet business needs.
• Ensure content is accurate, consistent, and aligned with Discovery Bank’s tone and voice.

Digital Innovation & Content Technology

• Stay ahead of digital trends in content creation, including AI-assisted writing, personalisation engines, and voice interfaces.
• Evaluate and implement content tools (e.g. CMS platforms, chatbot builders, A/B testing tools) to streamline workflows and improve content delivery.
• Collaborate with UX/UI teams to ensure content is integrated seamlessly into digital experiences (e.g. app flows, web journeys, chatbots, WhatsApp).
• Collaborate with CVM and MLOps to ensure content tools are integrated with the necessary pipelines.

Omnichannel Content Strategy

• Develop and maintain a cohesive content strategy for CVM across all digital touchpoints including Banking app, WhatsApp, websites, chatbots, email, and social media.
• Ensure content is responsive and adaptive to different devices and platforms.
• Collaborate with marketing on recommended data driven targeting and personalisation
• Use client data and behavioural insights to tailor content for different segments and personas.
• Work with analytics and data science teams to measure content performance and optimise based on user engagement and feedback.

Quality Assurance & Governance

• Oversee quality control and sign-off processes for all content.
• Ensure business rules and regulatory requirements are consistently applied across platforms.
• Maintain a single source of truth for content, incorporating business standards and change governance.

Regulatory & Compliance Alignment

• Ensure all content complies with financial regulations, data privacy laws, and internal governance standards.
• Maintain audit trails and version histories for all client-facing content
• Stakeholder Engagement
• Collaborate with Product, UX, Legal, Compliance, Marketing and Customer Service teams to ensure content meets client and business needs.
• Act as the central point of contact for content-related queries and updates in CVM.

Insights & Optimisation

• Use customer insights and analytics to refine and improve content.
• Analyse performance of content and communications to identify opportunities for enhancement.
• Prepare performance reports for management on marketing and engagement initiatives.

Project & Process Management

• Manage content projects from initiation to delivery.
• Coordinate content updates across channels and ensure timely execution.
• Support special projects and engagement initiatives as required.

Team Leadership

• Own the end-to-end process of content management in the Research and Development team.
• Manage and improve the continues pipeline for all engagement communication, and support change management.
• Foster collaboration across teams and ensure alignment with business goals.
• Manage all marketing-related campaign and data requests.

Technical Skills and Knowledge

• Proficiency in Microsoft Office (Word, Excel, PowerPoint), Microsoft SQL and content management systems.
• Excellent writing, editing, and proofreading abilities.
• Familiarity with customer journey mapping and UX principles.
• Strong leadership and communication skills
• Must demonstrate proven ability in digital and content communication.

Education and Experience

• Bachelor’s degree in Analytics, Marketing, or Engineering related field.
• Minimum 2 years of experience in relevant field (e.g. business analyst, digital/customer/marketing analyst)
• Experience with AI tools for content generation, translation, and summarisation.
• Experience working in digital banking or financial services is advantageous.
• Experience working on dashboard reporting is advantageous.
• Experience working with content management systems or UX writing is advantageous.