CUSTOMER EXPERIENCE RESEARCHER AT MONIEPOINT | CUSTOMER CARE JOBS IN LAGOS

About Company:

Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale

Job Description:

Are you passionate about uncovering user motivations and driving product innovation? We are looking for a Senior Associate-level Customer Experience Researcher to join our product team in Lagos, Nigeria.

In this role, you will be embedded within a product org unit, working side-by-side with product managers, engineers, and designers. You will be the voice of the customer, using qualitative and mixed-methods research to transform deep insights into actionable, prioritized strategies that shape the future of our fintech solutions.

Requirements:

• End-to-End Research: Lead complex, multi-method research initiatives—from in-depth interviews and usability testing to ethnographic and diary studies—with minimal supervision.

• Data Synthesis: Use thematic analysis and journey mapping to turn qualitative and behavioral data into clear, prioritized opportunities for product improvement.

• Journey Ownership: Proactively track customer satisfaction metrics, conduct root cause analysis, and bridge the gap between digital data and real-world interactions at customer touchpoints.

• Strategic Advocacy: Collaborate across departments to ensure research insights are integrated into the product development lifecycle. You will track the impact of your recommendations to ensure they drive real results.

• Mentorship: Play a key role in our Community of Practice by refining research methodologies and mentoring junior team members.

Qualifications and Skills:

• Education: Bachelor’s degree in HCI, Psychology, Sociology, Anthropology, Design, or a related field (Master’s preferred).

• Experience: 4+ years in customer/UX research or a similar qualitative role with a track record of managing projects independently.

• Core Skills: Exceptional interviewing, moderation, and observation skills; ability to synthesize complex data for diverse technical and non-technical stakeholders.

• Bonus Points: Experience in fintech/banking, proficiency in mixed-methods research, and familiarity with tools like UserTesting, Qualtrics, or Dovetail.

Salary

Application Closing Date: Not specified

Application Instructions:

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