Customer Experience Officer at Avon HMO

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