Customer Experience Officer

Job Description

Job Title – Customer Experience Officer

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
– Behavioral
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.