AVON HMO is a health maintenance organization dedicated to providing quality healthcare services to enrollees and providers across Nigeria. We focus on service delivery and overall satisfaction through innovative health solutions.

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.

Location: Lagos
Employment Type: Full-time
Application Deadline: 6th March 2026

Survey Follow-Ups

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

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
• 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

• 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

How to Apply
Interested candidates should send their CVs outlining relevant experience to humanresources@avonhealthcare.com on or before 6th March 2026, using the role title as the subject of the email.

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