Customer Engagement Officer at AXA Mansard Pensions

Job Description

• The Customer Engagement Officer is responsible for driving superior enrollee engagement and service experience across all communication channels.
• The role ensures prompt, data-informed resolution of customer issues, proactive engagement, and continuous improvement initiatives.
• The officer leverages data analytics, customer insights, and basic project management capabilities to enhance service quality, track utilization trends, and support product and process optimization within the Company.

Key Responsibilities

• Serve as the primary point of engagement for enrollees across digital, email, phone, and social channels.
• Respond to customer enquiries promptly and professionally, ensuring adherence to service standards.
• Monitor customer feedback and escalate service issues where necessary.
• Maintain a strong understanding of HMO plans, provider networks, benefits, exclusions, and service processes.
• Track and analyse customer engagement trends, service patterns, customer pain points, and utilisation behaviour.
• Generate weekly and monthly customer experience dashboards using Excel or analytical tools.
• Support root-cause analyses for complaints, service gaps, and recurring operational issues.
• Provide insights to Product, Claims, Underwriting, and Provider Management teams to support decision-making.
• Support the implementation of customer-centric projects and service improvement initiatives.
• Document project milestones, follow up with stakeholders, and monitor progress against timelines.
• Participate in cross-functional working groups to improve claims turnaround time, onboarding, and communication flows.
• Assist in testing and deploying customer-facing digital solutions.
• Manage customer interactions across social platforms and digital channels in alignment with brand standards.
• Collaborate with Marketing to ensure consistency of messaging and timely publication of service-related updates.
• Monitor and moderate online customer conversations to ensure accuracy and remove inappropriate content.

Requirements
Academic / Professional Qualification:

• First Degree in Business Administration, Economics, Statistics, Marketing, or any related discipline.
• Certification in Customer Experience, Data Analytics, or Project Management (added advantage).

Work Experience:

• 2–4 years’ experience in customer service, customer engagement, or related function.
• Experience in an HMO, insurance, healthcare, telecoms, or similar service industry is an advantage.
• Practical experience with data analysis and reporting tools.

Required Skills and Competencies:

• Data analytics and insight generation (Excel, dashboards, basic analytics tools).
• Customer engagement & service management.
• Basic project management (scheduling, follow-up, documentation).
• Knowledge of HMO products, benefits, and healthcare processes.
• Strong written and verbal communication.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• High emotional intelligence and strong interpersonal skills.
• Problem-solving and critical thinking abilities.
• Attention to detail and organisational skills.
• Strong initiative and ability to work independently.
• Professionalism, integrity, and strong work ethic.
• Ability to learn quickly and adapt in a fast-paced environment.