Customer Experience Analyst Job Vacancy in Johannesburg, South Africa – Health Insurance

Job Description

Position:Customer Experience Analyst

Company:Discovery Health

Location:Johannesburg, South Africa

Experience:3-5 years

Education:Bachelor’s degree in Business Administration, Marketing or related field

Employment Type:Full-time

Industry:Health Insurance

Department:Customer Experience

Salary:SSP 350,000 – 500,000 per annum

Vacancies:1

Company Overview

Discovery Health is a leading health insurance provider in South Africa, renowned for its innovative wellness solutions and comprehensive medical cover. With a commitment to improving the health outcomes of millions of South Africans, Discovery Health combines cutting‑edge technology, data‑driven insights, and a customer‑centric approach to deliver value‑added services. As part of the broader Discovery Group, the company operates across multiple African markets and maintains a strong reputation for corporate responsibility, sustainability, and employee development. The Johannesburg office serves as a strategic hub for the Customer Experience division, fostering collaboration among cross‑functional teams to enhance member satisfaction and drive business growth. Discover more about the organization on its official portal.

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https://www.tunisiajobsearch.com/

https://www.botswanajobsearch.com/

Job Overview

The Customer Experience Analyst will play a pivotal role in shaping the way Discovery Health interacts with its members. This position involves analyzing member feedback, monitoring service metrics, and recommending actionable improvements to enhance the overall experience. The analyst will work closely with product managers, digital teams, and call‑center supervisors to ensure that every touchpoint aligns with the company’s high standards of service excellence. This role offers a unique opportunity to influence strategic decisions, contribute to innovative projects, and be part of a dynamic team that values data‑driven problem solving. For a broader view of the company’s mission and culture, explore the main website.

https://southafricajobsearch.com

Key Responsibilities

• Collect, analyze, and interpret member feedback from surveys, social media, and direct interactions.
• Develop and maintain dashboards that track key performance indicators (KPIs) such as Net Promoter Score (NPS), First Contact Resolution, and average handling time.
• Identify trends, pain points, and opportunities for service improvement across all channels, including phone, email, chat, and mobile app.
• Collaborate with product, marketing, and IT teams to design and implement enhancements that improve member satisfaction.
• Prepare detailed reports and presentations for senior leadership, highlighting insights and recommended actions.
• Support the design and execution of pilot programs aimed at testing new customer experience initiatives.
• Monitor compliance with regulatory standards and internal service level agreements (SLAs).
• Participate in cross‑functional workshops to foster a culture of continuous improvement.

Required Skills

• Strong analytical abilities with proficiency in data visualization tools such as Power BI, Tableau, or Qlik.
• Excellent written and verbal communication skills, capable of translating complex data into clear business recommendations.
• Experience with customer journey mapping and service design principles.
• Knowledge of health insurance products and regulatory environment in South Africa.
• Ability to work collaboratively in a fast‑paced, multi‑disciplinary environment.
• Proficiency in Microsoft Excel, SQL, or similar data manipulation languages.
• Attention to detail and a proactive problem‑solving mindset.

Education

A bachelor’s degree in Business Administration, Marketing, Economics, Statistics, or a related discipline is required. Candidates with additional certifications in data analytics, customer experience management, or health insurance are highly regarded.

Experience

Applicants should have 3 to 5 years of experience in customer experience analysis, service quality management, or a similar role within the health insurance or financial services sector. Experience working with large data sets and a proven track record of delivering actionable insights is essential.

Salary

The successful candidate will receive a competitive salary ranging from SSP 350,000 to SSP 500,000 per annum, commensurate with experience and qualifications. Performance‑based bonuses and incentives may also be part of the compensation package.

Benefits

• Comprehensive medical and dental coverage for employee and dependents.
• Retirement savings plan with employer contributions.
• Generous paid leave, including annual, sick, and parental leave.
• Employee wellness programs, including gym memberships and health screenings.
• Professional development budget and tuition assistance.
• Flexible working arrangements and remote work options.

Training

• Onboarding program covering Discovery Health’s products, systems, and customer experience philosophy.
• Advanced analytics training using industry‑leading tools.
• Continuous learning workshops on service design, UX research, and data storytelling.
• Mentorship opportunities with senior analysts and department heads.

Working Environment

Discovery Health offers a collaborative, inclusive, and technology‑enabled workplace. The Johannesburg office features modern workspaces, meeting rooms equipped with video‑conferencing capabilities, and a vibrant break‑area that encourages networking and idea exchange. Employees benefit from a culture that promotes work‑life balance, diversity, and a shared commitment to improving health outcomes across South Africa.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application portal. Shortlisted applicants will be invited to complete an online assessment followed by a series of interviews with the hiring manager and senior leadership. The recruitment process is designed to be transparent, efficient, and respectful of candidates’ time.

Equal Opportunity Statement

Discovery Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, disability, sexual orientation, religion, or any other characteristic protected by law. Our hiring practices reflect our dedication to fairness and meritocracy, ensuring that every applicant receives equal consideration.