Customer Experience Officer at Avon HMO

Avon Healthcare Limited (Avon HMO) provides healthcare services to individuals, families, groups, companies and the government. We offer a comprehensive line of products and services that caters to the unique needs of all our members, at every price point. We were incorporated on the 26th of August, 2010 and duly licensed by the regulatory authority(NHIS) to operate as a national HMO. Our range of healthcare services has been designed with organisations such as yours in mind. In addition to our health insurance plans, we offer health risk assessment, occupational health management and employee well-being services. Across all these services, we are able to customise our offerings to suit your specific needs. Through our network of over 300 hospitals and clinics spread across the 36 states and major LGAs in the country, we commit to providing your staff and their families easy to access, responsive and world best standards healthcare services.
Job Purpose

The Customer Experience Officer will assist the CX team in gathering, analysing, and reporting feedback from enrollees and healthcare providers.
The role focuses on survey deployment and follow-ups, provider engagement, data analysis, and insight generation to help improve service delivery and overall satisfaction across the organisation.

Key Roles & Responsibilities

Survey Follow-Ups

Contact enrollees and providers who have completed satisfaction surveys to gather deeper
Ask follow-up questions to clarify feedback and understand the root causes of satisfaction or
Document responses

Report Compilation

Summarise feedback from enrollee & provider calls into clear, structured reports.
Highlight key pain points and positive experiences.
Support the CX Manager with periodic CX updates.

Provider Engagement Calls

Conduct Monthly calls with the top 10 providers from all regions
Assess provider sentiment towards Avon HMO services and
Capture operational challenges and relationships

Provider Feedback Documentation

Document provider feedback clearly and objectively.
Identify recurring issues, risks, and opportunities for improvement.
Share summarised findings and recommendations with relevant stakeholders.

Professional Communication

Maintain courteous, empathetic, and professional communication with enrollees and providers.
Represent the Avon HMO brand positively in all interactions.
Escalate critical issues appropriately.

Job-Specific Competencies 

Functional

Strong verbal communication and active listening skills
Basic data analysis and reporting skills
Attention to detail and accuracy
Professional telephone etiquette
Ability to handle sensitive feedback with empathy
Proficiency in Microsoft Excel and basic reporting tools

Behavioural

Good relationship management
Good attention to detail
Good analytical skills
Good communication skills (oral and written)
Good interpersonal skills
Good versatility
Good entrepreneurial skills
Good execution skills
Good problem-solving skills

Organizational Competencies 

Execution focus
Enterprising
Resilience
Innovation

Qualifications & Experience Required

A Bachelor’s degree in social science or any related discipline from a reputable university
0-2 years’ work experience