Customer Engagement Officer

About this role

AXA Mansard in Lagos is seeking a Customer Engagement Officer to manage and strengthen relationships with key customers and employer groups, aiming to improve satisfaction, retention and long‑term loyalty. The role uses data analytics and basic project management to enhance service quality and support product and process improvements across the company.

What you would do

• Execute targeted customer engagement strategies with internal teams to improve relationships with key customers and employer groups.
• Translate customer feedback from engagement sessions into strategic recommendations for product, service enhancements and omnichannel communication.
• Segment and profile customer groups to deliver personalised engagement initiatives that boost retention and satisfaction.
• Plan and monitor customer communications across all available channels.
• Act as the primary escalation point for critical service enquiries, complaints or concerns.
• Collaborate with Marketing and Communications to promote customer advocacy and loyalty programmes.

What they are asking for

• A first degree in Business Administration, Economics, Statistics, Marketing or related discipline.
• Certification in Customer Experience, Data Analytics or Project Management (added advantage).
• 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.
• Knowledge of HMO plans, provider networks, benefits and service processes.

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