{"id":4169829,"url":"https://alion.io/job/discovery-customer-experience-specialist-junior","title":"Customer Experience Specialist (Junior)","company":{"id":1811548,"name":"Discovery","domain":"discovery.co.za","url":"https://alion.io/company/discovery-co-za","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sandton, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SPSS","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-11-12T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-12T00:00:00Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Discovery – Marketing \n\nCustomer Experience Specialist (Junior)\n\nAbout Discovery\r\n\nDiscovery’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.\n\nKey Purpose\r\n\nThe Customer Experience Specialist (Junior) is responsible for improving value to customers and Discovery, by enhancing existing and enabling new strategic customer journeys and experiences. The success of this role will be measured through the delivery of key outputs and deliverables which support customer experience initiatives and projects. They will achieve this by leading specific tasks, outputs or workstreams on strategic customer experience projects and programs of work. They will be required to have a basic to intermediate understanding of customer experience management practices, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives. This role provides the opportunity for a junior customer experience specialist to join the Discovery Marketing Customer Experience team and rapidly grow into a more senior role. The focus of this role is predominantly in the Discovery Health business unit, with some exposure and initiatives across the Group. \n\nKey Outputs\n\nAreas of responsibility may include but not limited to:\n\nJoin multi-disciplinary and cross-functional teams (product, operations, data science, systems and digital, marketing, etc.) where they will own specific tasks, outputs or workstreams which supports strategic customer experience projects to solve customer opportunities. \n\nParticipate in hypothesis-driven customer journey workshops, validating with customers, prioritizing recommendations, and piloting changes before global roll-out.\n\nConsult and advise as an internal SME (subject matter expert) in other areas of customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives.\n\nAssists in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into actionable activities.\n\nPerforms customer experience analytics and collect voice of customer data / insight, working with customer experience specialists / senior customer experience specialists and other team members.\n\nSynthesizes data and analytics and provides summary interpretation of what it means and how the data helps drive the brand promise.\n\nCommunicates and shares customer experience data and insights data and updates documents so all stakeholders have current information.\n\nScale the Discovery CX Innovation Lab initiative be scoping, designing, running and reporting the results from CX Innovation Lab experiments. These experiments aims to rapidly identify customer experience insights from stakeholder groups to support the designing of new customer experiences or enhancement of existing customer experiences. \n\nLeads by example by being the advocate for the Customer Experience across Discovery Marketing and Discovery Health. \n\n Key Skills and Knowledge\n\n Skills\n\nAbility to visualize customer experience data and insights.\n\nAbility to calculate and interpret common CX metrics and systems (NPS, CES, etc.)\n\nAbility to project manage basic or simple actions and deliverables. \n\nAbility to use Excel to analyse data and create visuals.\n\nAbility to use stories to compellingly and effectively present customer feedback to stakeholders.\n\nAbility to collect customer experience feedback and VoC input (qualitative and quantitative) from customers.\n\nAbility to presents and explains customer experience data to internal stakeholders in Discovery Health.\n\nAbility to map basic to intermediate customer journeys and experiences.\n\n Knowledge\n\nCustomer experience strategy.\n\nVoC methods.\n\nCustomer experience metrics.\n\nCustomer experience and journey design and mapping.\n\nProject management and prioritization\n\nCross-functional collaboration\n\nAbility to use Excel/Tableau/SPSS to analyze data and create visuals\n\nWell-developed ability to solve data related problems\n\nEducation and Experience\r\n\nHigher education certificate (Matric Certificate) \n\nPreferred Education and Work Experience\n\nBachelor’s degree (BSc, BCom, BA).\n\nAdvantageous\n\nCCXP (Certified Customer Experience Professional).\n\nCEMM (Customer Experience Method / Successful Customer Outcomes) Accreditation.\n\nACXP (Accredited Customer Experience Professional).\n\nACXM (Accredited Customer Experience Master).\n\nEMPLOYMENT EQUITY \n\nThe Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.","description_format":"text","description_chars":5219,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","Health Insurance & Benefits","Digital Banks & Neobanks","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-11-12T14:24:55Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":10,"reasons":["seen:0","win:early","comp:junior"],"computed_at":"2026-11-12T19:32:30Z"},"pay":null,"html_url":"https://alion.io/job/discovery-customer-experience-specialist-junior","json_url":"https://alion.io/job/discovery-customer-experience-specialist-junior.json","meta":{"generated_at":"2026-11-12T19:32:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":41166,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1811548},"rest":"https://alion.io/mcp/rest/get_company?id=1811548"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdiscovery-customer-experience-specialist-junior"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdiscovery-customer-experience-specialist-junior"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdiscovery-customer-experience-specialist-junior"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/discovery-customer-experience-specialist-junior\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdiscovery-customer-experience-specialist-junior"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4169829}},{"tool":"search_jobs","arguments":{"company":"discovery.co.za","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4169829},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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