Customer Experience Officer at Avon Healthcare Limited

Avon Healthcare Limited is a health care company that provides extensive range of health plans to its customers. To empower people across Nigeria to live healthier, fuller lives by providing access to quality healthcare services.

We were duly registered by the regulatory authority (NHIS) to operate as a national HMO in October 2012 but commenced operations in 2013. We are a subsidiary of the Heirs Holdings Group, an investment company committed to the economic transformation of Africa. Whether you’re an Individual, a Family, an Association or Corporate Organisation, our health plans have been created to give you access to quality healthcare services whenever you need it. We also offer on-site health risk assessment, occupational health management and employee well-being services, which go a long way in maintaining a healthy and productive workforce.

We are recruiting to fill the position below:

Job Title: Customer Experience Officer

Location: Lagos
Job type: Full time

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.

Qualifications & Experience Required

• A Bachelor’s Degree in Social Science or any related discipline from a reputable university
• 0-2 years’ work experience

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

Application Closing Date
6th March, 2026.

How to Apply
Interested and qualified candidates should send their CV outlining relevant experience to: humanresources@avonhealthcare.com using the Job Title as the subject.