Customer Insight Officer

Job Summary

Develop, implement and optimize processes, conduct daily evaluations and feedback sessions with staff, and analyze data to ensure the defined service standards are met, maintained and surpassed.

Job Details

• Collect and analyze customer feedback across all service.
• Generate regular insight reports and dashboards for management, highlighting key trends, performance metrics, and improvement areas.
• Monitor competitor practices and industry benchmarks to identify and share best-in-class customer experience standards.
• Provide insights to support loyalty initiatives, retention campaigns, and customer segmentation projects.
• Identify recurring trends, root causes, and emerging opportunities, and work with stakeholders to implement improvements.
• Support mapping and analysis of end-to-end customer journeys across various processes.
• Contribute research-backed insights to customer experience transformation initiatives.
• Provide ad-hoc research and analysis to support new initiatives, product development, and service improvements.
• Drive customer segmentation programs and manage customers through tailored communications.

Requirements

• B.Sc. in any field from a reputable university.
• Any professional course on Customer Experience, and data skills are added advantage.
• A minimum of 2 years working in a customer experience team.
• Good knowledge of data and analytics

Benefits

Thrive Professionally and Personally at AIICO Insurance Plc.

At AIICO Insurance Plc., we believe in fostering an environment where individuals excel, both personally and professionally. We offer a comprehensive employee value proposition designed to empower you, support your well-being, and fuel your career aspirations.

We offer:

Stress-Free Work-Life: Hybrid work schedules, competitive leave, and reliable transportation.

Holistic Wellbeing: Health & and wellness programs, and subsidized gym memberships.

Grow with Us: Sponsorship for professional certifications, coaching, learning and development opportunities, and more.

At AIICO, we recognize that our employees are our greatest asset. We are committed to fostering a supportive culture where you feel valued, respected, and empowered to achieve your full potential. 

Join us and embark on a rewarding career journey that makes a difference.

About Company

AIICO Insurance Plc

https://aiicoinsuranceplc.seamlesshiring.com

AIICO Insurance Established in 1963, AIICO Insurance Plc (NSE Ticker: “AIICO”) is a financial services group with market-leading positions in its key business lines; Insurance, Health Maintenance and Asset Management. Background AIICO commenced operations in Nigeria in 1963 as an Agency office of American Life Insurance Company (“ALICO”) – at the time, a subsidiary of American International Group (“AIG”). The Company was incorporated, registered and licensed in Nigeria as American Life Insurance Company Limited – as a wholly owned subsidiary of ALICO/AIG – in 1970 – to offer Life and insurance services. The Company was renamed American International Insurance Company Limited (“AIICO”) upon the acquisition of a 60% stake by the Federal Government of Nigeria, and later listed on the Nigerian Stock Exchange in 1990, after which both shareholders – the Federal Government of Nigeria and AIG divested. 1. Life and general insurance are strategic business divisions within AIICO. 2. AIICO Capital Limited – a subsidiary of AIICO providing asset management services for AIICO and 3rd parties. 3. AIICO Multishield Limited – a leading health maintenance organisation. Following the insurance industry's consolidation in 2007, the Company acquired NFI Insurance PLC and Lamda Insurance Company Limited (both cumulatively accounting for less than 30% of AIICO's pre-acquisition gross premiums). The Company subsequently re-certified as both a General Insurance and Life Assurance Company – taking advantage of its legacy, brand, franchise and strong retail distribution network to grow a leading General Insurance business.