AXA Mansard is one of the foremost Financial Institutions in Nigeria, that has been offering world class financial services over the years.

We are recruiting to fill the position below:

Job Title: Customer Engagement Officer

Location: Lagos

Job Description

• The Customer Engagement Officer will serve as a Service Relationship Officer responsible for managing and strengthening existing relationships with key Customers to enhance customer satisfaction, improve service delivery, increase customer retention, promote business growth, and champion positive customer experience across all customer touchpoints thereby securing long-term Customer loyalty.
• The officer leverages data analytics, customer insights, and basic project management capabilities to enhance service quality, provide data-informed resolution of customer issues, support product and process optimisation within the Company.

Responsibilities

• Work with internal teams to execute targeted Customer engagement strategies and initiatives to enhance relationships with key Customers and Employer groups.
• Champion the voice of the Customer across the organization by translating feedback received from Customer engagement sessions into strategic recommendations for product development, service enhancements, and omnichannel communication.
• Identify, segment, and profile Customer groups to deliver personalized engagement initiatives that improve retention and satisfaction.
• Plan and monitor the communication program with Customers across all available interaction channels.
• Serve as the primary escalation point for critical service enquiries, complaints or concerns.
• Partner with the Marketing and Communications team to promote Customer advocacy and brand loyalty programs.
• Maintain a strong understanding of HMO plans, provider networks, benefits, and service processes.
• Document, analyze and report on the Customer feedback received from all Customer engagement activities.
• Track and analyze Customer engagement trends, service patterns and Customer pain points.
• Generate weekly and monthly Customer experience dashboards using Excel or analytical tools.
• Support root-cause analysis 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.
• Ensure alignment of Customer expectations with service delivery initiatives and projects.
• Document project milestones, follow up with stakeholders, and monitor progress against timelines.
• Participate in cross-functional working groups to improve service turnaround time, Customer onboarding, and communication flows.
• Assist in testing and deploying customer-facing digital solutions.
• Manage customer interactions across social media 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 removal of inappropriate content.
• Build and maintain dedicated online Customer communities.
• Promote adoption and utilization of digital self-service platforms.
• Work closely with Sales, Provider Management, Claims, and Operations to ensure seamless customer experience.
• Share insights with internal teams to influence service improvements and enhance overall Customer satisfaction.
• Work with all Service teams to develop a “Service Level Agreement” for the company.
• Support Quality Assurance and Process Improvement projects.
• Perform additional duties as assigned by the Group Head, Customer Service & Onboarding.

Requirements

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

Experience:

• 4-5 years’ experience in Customer Engagement, Customer Experience, Relationship Management or related function.
• Experience in an HMO, Health Insurance Operations, Healthcare Operations, or similar service industry is an advantage.
• Practical experience with data analysis and reporting tools.

Application Closing Date
Not Specified.