MONIEPOINT
About the Company
Moniepoint is a rapidly expanding fintech company, recognized by the Financial Times in 2024 as Africa’s fastest-growing fintech. Serving over 10 million business and individual accounts, Moniepoint processes billions of Naira in transactions monthly. The company’s core mission is to foster financial happiness for every African, everywhere. Moniepoint is committed to leveraging technology to provide accessible and efficient financial solutions across the continent. Their innovative approach aims to empower businesses and individuals by simplifying financial management and transactions.
Job Description
Moniepoint, a leading fintech innovator recognized by the Financial Times, is seeking a skilled Customer Experience Researcher to join its dynamic product team in Lagos, Nigeria.
This role is integral to understanding customer behaviors, motivations, and pain points across Moniepoint’s extensive product and service offerings. You will conduct in-depth qualitative and mixed-methods research, translating rich customer insights into actionable recommendations that drive product development and enhance user satisfaction.
As a Senior Associate, you will independently manage complex research initiatives, contribute to strategic decision-making, and potentially mentor junior team members, ensuring the customer’s voice is consistently represented throughout the product lifecycle.
Key Responsibilities
- Design and execute qualitative research methods including in-depth interviews (IDIs), usability testing, concept testing, ethnographic studies, diary studies, and focus groups.
Compensation & Benefits
- Lead the design and execution of complex, multi-method research projects with minimal supervision.
- Develop comprehensive research plans, discussion guides, screeners, and stimuli tailored to specific research questions.
- Recruit and manage participants for research studies, ensuring diverse and representative samples.
- Facilitate and moderate engaging research sessions, expertly eliciting deep insights from participants.
- Conduct continuous customer discovery as a standing practice — not only when studies are formally commissioned.
- Analyze qualitative data using appropriate methodologies including thematic analysis, affinity mapping, and journey mapping.
- Synthesize findings from qualitative, quantitative, and behavioral data sources into clear, concise, and compelling outputs.
- Prioritize research findings using structured frameworks to distinguish critical unmet needs from performance gaps and opportunity areas.
- Identify key customer pain points, unmet needs, and opportunities for product improvement.
- Track and analyze customer satisfaction metrics for the product journeys owned by your org unit, identifying what is driving movement in either direction.
- Initiate timely root cause research when satisfaction signals indicate a problem — without waiting to be asked.
- Visit customer-facing touchpoints (e.g. support centers) regularly to observe real interactions and supplement digital research with field observation.
- Collect and synthesize feedback from commercial and relationship-facing teams in your geography.
- Collaborate closely with product managers, UX designers, engineers, and other stakeholders to integrate research insights into product development processes.
- Communicate research findings and actionable recommendations effectively to both technical and non-technical audiences.
- Deliver all research output as structured, prioritized insight — not unprocessed data or narrative reports.
- Track the status of your recommendations — which have been acted on, which have been declined, and why — and follow up accordingly.
- Act as a passionate advocate for the customer, ensuring their perspective is understood and considered throughout the organization.
- Contribute to the continuous improvement of research processes, methodologies, and tools within the CX Research function.
- Mentor and provide guidance to junior team members, sharing best practices and fostering skill development.
- Participate actively in team knowledge sharing and contribute to building a strong research culture across the function.
Qualifications
- 4+ years of experience in customer research, UX research, or a related qualitative research role, with demonstrated ability to lead projects independently.
- Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data.
- Bachelor’s degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field.
- Master’s degree in a relevant field (Preferred).
- Experience with mixed-methods research, combining qualitative and quantitative data (Preferred).
- Familiarity with financial technology (fintech) or banking products and services (Preferred).
- Excellent interviewing, moderation, and observation skills.
- Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively.
- Empathy, curiosity, and a passion for understanding people and their experiences.
- Ability to work collaboratively in a fast-paced, agile, embedded team environment.
- Experience with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms (Preferred).
- Familiarity with customer satisfaction measurement methods and continuous discovery models (Preferred).
To apply for this job please visit job-boards.eu.greenhouse.io.
