Careers at Discovery Limited

Key Purpose

To manage strategic risk priorities with contracted speciality groups focusing on optometry and renal providers:

• To manage and oversee all aspects of optometry benefits, risk, and industry engagement across all schemes and plan options within Discovery Health and serve as the strategic and operational Subject Matter Expert (SME) on optometry, ensuring benefit design optimisation, regulatory compliance, and sustainable utilisation while maintaining strong industry relationships.
• To manage, optimise, and oversee the full renal dialysis benefit, provider networks, risk exposure, and value-based care strategy across all schemes and plan types within Discovery Health. And be responsible for designing and implementing sustainable dialysis care models, contracting frameworks, and operational processes that ensure optimal clinical outcomes, cost efficiency, and compliance with scheme rules and national health policy.

Areas of responsibility include but may not be limited to:

Key Responsibilities in Optometry:

Key Account and Relationship Management:

• Act as the primary relationship manager between Discovery Health and external stakeholders in the optometry industry, including professional bodies, optical administrators, and individual optometrists.
• Maintain effective communication and partnership with industry representatives to ensure alignment with professional standards and practices.

Benefit Design and Strategy:

• Design, build, and steer optical benefits for new medical schemes joining Discovery Health and for new plan options for existing schemes.
• Provide strategic advice on benefit optimisation to ensure competitiveness, member value, and cost-effectiveness.

Subject Matter Expertise (SME):

• Serve as the internal SME for all business areas requiring optometry input.
• Provide technical input into Prescribe Minimum Benefit (PMB) processes, Ex Gratia requests, and member or provider escalations.

Price File Management and Coding Updates:

• Ensure price files are updated three times per month in line with industry updates and scheme requirements.
• Oversee quarterly updates to industry coding and rules, ensuring accurate system configuration and operational readiness.

Contract Ownership and Risk Management:

• Act as contract owner for lower plan types, managing utilisation, benefit structures, and associated risks in collaboration with Industry Optical Administrators.
• Monitor, analyse, and mitigate risks to ensure sustainability and value delivery to schemes and members.

Committee Leadership:

• Chair the Sasolmed Optical Benefit Review Committee for optical escalations, ensuring fair, evidence-based decisions aligned with scheme rules and industry standards.

Key Responsibilities in Renal:

Strategic Network Design and Management

• Lead the design, development, and implementation of dialysis provider networks, including KeyCare DSP, VBC (Value-Based Care) networks, and DDN (Discovery Dialysis Network).
• Oversee network adequacy, capacity planning, and geographical coverage to ensure equitable access for all members.
• Develop and refine co-payment structures, direct-to-member payment rules, and in-hospital vs out-of-hospital funding strategies to drive appropriate utilisation and cost containment.

Contracting and Value-Based Agreements

• Design, negotiate, and implement dialysis provider contracts, including:
• Fee-for-service agreements
• Value-based care models with outcome-linked reimbursements
• Capitated or bundled payment arrangements where appropriate
• Define pricing structures ensuring sustainability and alignment with plan benefits and industry standards.

Risk Management and Benefit Sustainability

• Analyse dialysis utilisation trends, admission rates, and cost drivers to inform scheme risk management strategies.
• Develop mitigation measures, such as network restrictions, benefit limits, and clinical entry criteria, to manage financial risk without compromising clinical care.
• Implement data-driven frameworks to monitor provider performance, patient outcomes, and cost effectiveness.

Clinical and Operational Protocols

• Collaborate with clinical teams to define dialysis care pathways, treatment authorisation protocols, and quality indicators.
• Oversee updates to dialysis-related price files, procedure codes, and benefit rules to ensure accuracy and operational readiness.
• Provide SME input into system configuration for benefit rules, claim edits, and authorisation workflows.

Stakeholder and Relationship Management

• Act as the primary relationship manager for dialysis providers, industry stakeholders, and internal departments requiring renal expertise.
• Lead engagements with external providers to align operational processes, data submission standards, and network compliance.
• Facilitate internal education on renal benefit structures and policy changes.

Project Leadership and Future Care Models

Lead strategic projects to transition renal dialysis benefits to advanced managed care models incorporating:

• Risk-sharing arrangements
• Integrated chronic disease management
• Future readiness for National Health Insurance (NHI) alignment
• Drive proposals and implementation plans for new models, such as:
• Capitation or partial capitation models
• Virtual care integration for dialysis patients
• Holistic chronic kidney disease (CKD) management pathways, including pre-dialysis interventions

Governance and Compliance

• Ensure dialysis network and benefit models comply with regulatory frameworks and scheme rules.
• Lead periodic reviews of dialysis policies to align with updated clinical guidelines and scheme strategic objectives.

Key Requirements:

Qualifications:

• Bachelor’s degree or equivalent in health sciences, optometry, business, or a related field.
• Postgraduate studies or certifications in healthcare management, risk management, or optometry (advantageous).

Experience:

• Minimum 5-7 years in healthcare benefit design, network management, or managed care roles, with significant exposure to optometry.
• Proven track record in relationship management with external healthcare providers and industry stakeholders within optometry.

Technical Competencies:

• Deep understanding of optical benefit structures, coding systems, and reimbursement models.
• Knowledge of PMB processes and Ex Gratia protocols.
• Strong analytical skills for benefit optimisation, utilisation management, and financial impact assessments.
• Familiarity with claims processing, provider billing rules and system configuration requirements.

Behavioral Competencies:

• Strategic thinking and problem-solving ability.
• Strong interpersonal and communication skills to build trust with industry partners and internal teams.
• High attention to detail with commitment to accuracy and compliance.
• Leadership capability to drive cross-functional projects and influence scheme-wide decisions beyond the scope of the direct portfolio.

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Key Purpose

• To ensure that Discovery digital features and channels meet the needs dazzles their intended audiences through research, design, analysis, evaluation and testing of the user experience.
• As a UX/UI Designer, you will play a pivotal role in crafting intuitive and engaging user experiences and journeys. You will be responsible for understanding user needs and behaviours through research and translating these insights into innovative design solutions. Your work will span the entire design process, from conceptualisation and wireframing to using the existing design system to create high-fidelity designs. Collaborating closely with product managers, developers, and other stakeholders, you will ensure that the final product not only meets business goals but provide a great experience.

Areas of responsibility but not limited to:

• Break Down Problems: Analyse complex problems to identify key components and underlying issues.
• Ideate Solutions: Generate and evaluate multiple solutions to address identified problems.
• Conduct Research: Gather user and desktop insights to inform design decisions.
• Design User Interfaces: Iterate on user interfaces for web and mobile applications, from low to high design fidelity.
• Create Prototypes: Develop interactive and visual design prototypes.
• Utilize AI and Emerging Technologies: Enhance the design system and improve design processes.
• Conduct Peer Reviews: Review usability deliverables with peers.
• Collaborate with Stakeholders: Work with product managers, developers, and other stakeholders to ensure design feasibility and alignment with business goals.
• Conduct Usability Testing: Analyse user feedback to refine designs.
• Platform and Device Requirements: Have a good understanding of platform, browser and device compatibility such as form factors, screen resolutions and aspect ratios.
• Stay Updated with Trends: Keep up to date with the latest trends and attend/speak at conferences and meetups to contribute to innovation and consistency in usability standards and guidelines.
• Communicate with Design Leadership: Have regular sessions with seniors to convey blockers, training, and tool needs.
• Contribute to Training: Participate in internal training and community forums with UX/UI Designers to broaden awareness of user experience and design best practices.

Knowledge and Skills

• Be comfortable providing and receiving constructive critique.
• Possess strong verbal and written communication skills and be comfortable communicating and presenting to business stakeholders using storytelling techniques.
• Proficient in UX research, interaction design.
• Have visual design skills; attention to detail and a demonstrated mastery of typography, colour, and layout. 
• Experience and understanding of lean and agile processes. 
• Proficient with design tools such as Figma. 
• Be able to stand by your designs and provide solid rationale to back up design decisions made. 
• Ability to use prototyping tools to convey design intent. 
• Operational understanding of Accessibility and the ability to incorporate accessibility into designs.
• Be able to analyse and report insights.
• Possess personal organisation and time management skills. 
• Be able to build relationships with people from all different backgrounds and at different job levels.     

Education and Experience

Education:

• Matric/Grade 12 (Essential)
• Relevant Bachelor's or equivalent 3-year degree
• User experience design, or related field. (Advantageous)

Minimum Experience:              

• 3 to 5 years minimum relevant working experience.
• A portfolio of work demonstrating a proven track record for solving difficult UX design problems and simplifying difficult requirements to intuitive interfaces for customers.
• Experience in UX design, specifically for web and mobile applications/platforms. (Advantageous)

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Key Purpose

• The Head of Customer Insights and Experience Enablement is responsible for transforming customer insight into measurable business impact. This role leads the design, integration, and enablement of customer insight, journey excellence, communication standards, and CX (customer experience) culture.
• The role ensures a single, integrated view of customer truth across complaints, QA, research, sentiment, and operational performance, enabling root cause resolution, journey optimisation, and accountability.

Areas of responsibility may include but not limited to

Customer Insight Leadership

• Establish and lead a single, integrated customer insight ecosystem that consolidates complaints, quality assurance, surveys, social sentiment, and research into a unified source of customer truth.
• Define and govern Discovery Insure Voice of the Customer (VoC) measurement frameworks, experience standards, and associated KPIs to ensure consistency and comparability across the business.
• Translate customer insights into clearly prioritised, outcome-driven action plans with defined ownership, tracking mechanisms, and executive visibility.
• Provide proactive and early visibility of emerging risks, systemic issues, and trust-impacting themes to enable timely intervention and preventative action.

Customer Journey and Research 

• Provide direction to the business and leaders regarding strategic customer intelligence, promoting sound understanding of customer segments, trends, needs and expectations.
• Lead the design and evolution of future-state customer journeys, ensuring journey mapping is insight-led, outcome-focused, and aligned to strategic business priorities.
• Institutionalise clear journey governance, standards, and ownership across the organisation to ensure consistency, accountability, and continuous improvement.
• Embed real-time customer journey measurement and performance tracking to proactively identify friction, monitor impact, and inform prioritised action.

Customer Communication Strategy

• Lead the development and ongoing refinement of customer communication principles and standards to ensure consistency and excellence across all business communication.
• Ensure all customer messaging is compliant, clear, customer-centric and value-adding, while consistently reflecting the Discovery Insure mindset and brand promise.
• Identify and eliminate communication friction across key customer touchpoints to improve clarity, reduce effort, and enhance the overall customer experience.
• Design and implement a journey-linked communication strategy that strengthens customer understanding, builds loyalty, and supports long-term customer value.
• Enable and embed a seamless omnichannel communication capability, ensuring aligned messaging and a consistent experience across digital, voice, and operational channels.

Culture and CX Capability Enablement

• Lead the embedding of the Make it Worth It (MIWI) behaviours and the Discovery Insure Transactional Analysis training programme across operations, formalising clear standards aligned to an integrated training and culture framework.
• Build and strengthen Customer Experience capability within operational leadership, equipping leaders with the tools, language, and frameworks to drive consistent customer outcomes.
• Enable frontline teams to clearly understand their role in shaping customer trust, experience quality, and business performance.
• Drive the adoption and consistent application of customer-centric decision-making frameworks across operational teams to ensure insight translates into improved customer outcomes.

Insights and Reporting

• Lead the collection, analysis, and interpretation of customer, employee, and competitor data to generate clear, actionable insights that inform decision-making, enhance the customer journey, and support acquisition, retention, and profitability.

Governance and Accountability

• Define and implement a structured prioritisation framework that aligns customer experience initiatives to business risk, customer impact, and strategic outcomes.
• Embed robust root cause identification and prevention mechanisms to address systemic issues and prevent recurrence, rather than treating symptoms.
• Establish and maintain clear executive reporting dashboards that link customer experience metrics to retention, complaint trends, operational performance, and value creation.
• Drive measurable and sustained reductions in repeat, preventable, and systemic complaints through insight-led action and cross-functional accountability.

Stakeholder Engagement

• Identify and manage internal stakeholders, to align on customer priorities—translating insights into clear CX enablement plans, driving accountability, and embedding customer-led decision-making across the business.

Leadership and Team Development

• Lead, coach, and develop a team of functional heads and specialists, creating clarity of mandate, strong accountability, and aligned performance standards.
• Build and sustain high-performance, insight-driven teams that translate customer intelligence into measurable business impact.
• Attract, develop, and retain top talent across Customer Experience, analytics, research, and communication disciplines to ensure depth of capability and succession strength.
• Foster strong cross-functional collaboration across operations, product, digital, data, marketing, and risk to ensure customer insight drives enterprise-wide action.

Education

• Matric – Essential
• Bachelor’s degree (Business, Commerce, Behavioural Science, Marketing, Data, or related) – Essential
• Postgraduate qualification - Advantageous
• Data analytics qualification - Advantageous
• CXPA (Customer Experience Professionals Association) – Advantageous

Certification/s 

• CCXP / ACXP certification - Advantageous
• Change management certification - Advantageous

Experience

•  Minimum 5+ years’ experience in leading Customer Experience management, change initiatives in financial services, Customer Insights, or Customer Transformation - Essential
• Proven leadership of multi-disciplinary teams (research, analytics, CX design, communications) - Essential
• Demonstrated success embedding enterprise-wide VoC or Customer Success models -Essential
• Experience in Insurance or Financial services - Essential
• Management consulting experience - Essential
• Experience implementing journey orchestration or CX technology platforms - Essential
• Experience linking CX strategy to measurable outcomes (retention, LTV (Lifetime Value), cost-to-serve) - Essential
   

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Key Purpose 

• To ensure the Quality of our systems, by enforcing the appropriate test strategy and ensuring that the completed software meets the established standards, is fit for purpose and delivered without defects.

Areas of responsibility may include but not limited to

• Writing and executing test cases against stories, creating and maintaining tests in line with agreed testing standards and practices
• Documenting defects and making these visible to the teams and the Product Owner
• Providing feedback on user stories from a quality point of view and promoting bug prevention strategies, testability, accessibility and other QA concepts
• Collaborating with other testers, BAs, developers, designers and other experts across the business to deliver business and customer value
•  Being proactively involved in the end-to-end lifecycle of digital features including code reviews, user stories grooming, requirements understanding
•  Actively participating in all relevant Agile ceremonies and cadences

Personal Attributes and Skills

• Experience with: Cucumber, API Testing, Selenium WebDriver, Continuous Integration & Performance testing
• Excellent working knowledge of test methodologies, writing test plans, creating test cases and debugging
• Extensive technical understanding across the digital domain
• A thorough understanding of testing/QA best practices
• Experience working in large, complex organisations
• Demonstrated experience in successfully contributing to development teams in an Agile/Scrum environment
• Understanding of common software failures and faults
• Knowledge of the domain (highly desirable)
• Knowledge of the system or application-under-test (highly desirable)
• Experience in a variety of testing efforts (desirable)

Education and Experience

• At least 3+ years experience in manual testing
• ISTQB Foundation Level Certificate

Advantageous

• IT Diploma or other relevant degree
• 1 – 2 years in automation experience

Methodologies

• Agile

Tools

• Continuous Integration
• Jira
• Confluence
• Quality Centre
• Postman and SoapUI

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Job Purpose

• We are seeking a talented and enthusiastic Machine Learning Engineer to join our AI Engineering team. As a Machine Learning Engineer, you will be responsible for designing, building, testing, deploying, and maintaining AI and machine learning applications and services. This role places a strong emphasis on developing GenAI-powered solutions for both client-facing applications and internal products, as well as backend systems that directly impact customer experiences. You will work across a range of modalities, including text and voice, to build intelligent, production-ready AI systems. This position offers the opportunity to work with cutting-edge technologies and contribute to the development and automation of AI use cases across the organization. You will work closely with data scientists, product teams, engineers, and other stakeholders to help architect and evolve the bank's modern AI ecosystem, including initiatives such as Discovery AI.
• We believe that when our clients are empowered to make better financial decisions, they benefit through improved financial outcomes, and the business benefits alongside them.Personalisation is at the heart of this mission. By leveraging data, analytics, artificial intelligence, and machine learning, we create intelligent, tailored experiences that help clients navigate their financial journeys with confidence. From delivering relevant insights and recommendations to developing innovative products and services, we use technology to solve meaningful problems at scale.

Key Outcomes may include but are not limited to:

Generative AI & Machine Learning Development

• Design and develop Generative AI solutions, including LLM-based applications
• Implement techniques such as prompt engineering, Retrieval-Augmented Generation (RAG), and fine-tuning
• Develop and evaluate machine learning models across supervised, unsupervised, and NLP use cases
• Optimise model performance, reliability, and cost efficiency for enterprise environments

Deployment & Production

• Package and deploy AI and GenAI solutions into production (APIs, services, batch workflows)
• Support cloud-based deployments, primarily on Microsoft Azure, including Azure OpenAI and Azure AI services
• Apply MLOps and LLMOps practices such as versioning, monitoring, evaluation, and continuous improvement

Collaboration

• Collaborate closely with data scientists, actuaries, data engineers, and other software engineers to understand and address their needs.
• Contribute actively to the architecting of our bank's modern Machine Learning data ecosystem.

Education and Experience: 

• At least 2-4 years’ working experience as a Software Engineer/Machine Learning Engineer/AI Engineer or related field.
• Bachelor’s degree in engineering or computer science or a related field. Other qualifications will be considered if accompanied by sufficient experience in software engineering.

Technical skills or knowledge: 

Core Technical Skills

• Strong proficiency in Python for AI and machine learning development
• Solid understanding of machine learning fundamentals – preprocessing, training, evaluation
• Hands-on experience with ML frameworks such as scikit-learn, PyTorch, or TensorFlow
• Practical experience with Generative AI and LLMs; familiarity with LangChain, LangGraph, or agent-based frameworks is advantageous
• Strong data handling skills, including SQL and data querying
• Experience deploying ML models or AI services into production environments
• Experience with vector databases and embeddings (e.g., for RAG-based architectures)
• Exposure to AI coding tools such as Cursor or Claude Code is advantageous
• Understanding of DevOps practices, including version control, CI/CD, and testing
• Experience with AI agents is advantageous

Cloud & Platforms

• Experience with cloud platforms (Azure preferred; AWS or GCP acceptable)
• Familiarity with Azure OpenAI, Azure AI services, or similar GenAI platforms
• Experience with Databricks is advantageous
• Experience building or consuming REST APIs and working with containerisation tools such as Docker
• Exposure to MLOps / LLMOps practices and tools (e.g., MLflow, monitoring, CI/CD pipelines)