Devices & Wearables Specialist

Vitality is at the heart of Discovery’s shared value model and aims to reward members for positive behaviour change. Vitality is a global thought leader in wellness and encourages members to live healthier lives. Vitality operates in a fast-paced and agile environment and has remained at the forefront of wellness thought leadership by delivering cutting edge innovation through bi-annual product launches.

Within the team of 500+ creative minds, projects span across all areas, including marketing, finance, data, people, MIS and actuarial, operations, systems, strategic programs and wellness – providing opportunities for a holistic experience. Vitality partners with leading partners to provide members with a superior rewards experience, providing a dazzling service to our members. In all they do, Vitality people pride themselves in living the Discovery values and championing its core purpose of making people healthier and enhancing and protecting their lives whilst being the everyday ambassadors.

The Associate Specialist: Vitality Devices & Wearables is responsible for driving service excellence, member experience uplift, and end-to-end reliability of Vitality's connected device and wearables ecosystem (e.g. Apple Watch, Garmin, Oura, Samsung, Fitbit, and future integrations). The incumbent applies software and mechatronic engineering fundamentals to diagnose issues across firmware, APIs, data pipelines and member-facing journeys, and leads targeted service improvement initiatives that reduce defects, lift NPS and support Vitality's ambition for zero defect.

Translate member feedback (VoC, complaints, Nostradamus, app store reviews) into a prioritised backlog of experience enhancements across the device lifecycle: discovery → activation → linking → daily use → benefit fulfilment.

Own the device-related Vitality Help Page, VA scripting, and contextual in-app messaging in collaboration with UX, Marketing, Legal and Compliance.

Support benefit constructs such as the Oura Ring sleep benefit, Apple Watch, Garmin and future wearables — ensuring member journeys are intuitive, transparent and reward-accurate.

Bachelor's degree in Software Engineering / Computer Science / Computer Engineering, OR Mechatronic Engineering / Electronic Engineering with strong software competency.

Relevant post-graduate qualifications or certifications (e.g. AWS/Azure, ITIL, SAFe, ISTQB, ISO 27001, POPIA practitioner) advantageous.

1--3 years' experience in a software engineering, embedded/IoT, or product engineering environment.

Demonstrated experience with REST APIs, OAuth 2.0, webhooks, event streaming (Kafka/Event Hubs) and integration troubleshooting.

Exposure to wearables / IoT devices, health data standards (HL7 FHIR advantageous) and consumer health ecosystems.

Experience working within regulated environments (financial services, healthcare, or insurance) is preferred.

Track record of leading service improvement or reliability initiatives with quantifiable outcomes.

3.1 Wearables Reliability & Uptime

Monitor device integration health across all partner APIs (Apple HealthKit, Garmin Connect, Fitbit Web API, Oura, Samsung Health, COROS), maintaining SLA-aligned uptime and data freshness.

Own the device Splunk / observability dashboards (alerting, contextual alerts, proactive linking & syncing) and drive incident detection to closure.

Design and maintain fail-safe controls and chaos-style resilience tests across device data ingestion, points allocation and billing/clawback flows.

3.2 Service Improvement

Lead root-cause analysis (RCA) on top device-related member complaints (linking failures, sync gaps, points not awarded, benefit billing errors) and drive continuous-improvement initiatives with measurable defect-reduction targets.

Partner with Servicing, Strategic Programs, R&D, and Systems to enhance self-service journeys and reduce agent-handled device queries.

Contribute to the templatised device partner onboarding framework, reducing new-device time-to market.