HEAD OF USER RESEARCH AND CUSTOMER EXCELLENCE

About Company:

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position below:

Job Description:

• As Head of User Research & Customer Excellence, you will own our research and feedback strategy across squads.
• This is a hands-on leadership role for someone who blends qualitative intuition with data fluency and can proactively identify opportunities to improve customer outcomes, not just react to requests.
• You will launch our NPS program, build a scalable insight engine, and partner closely with Product, Ops, and Engineering to embed research into how we build.

Key Responsibilities
Research Strategy & Execution:

• Build and lead FairMoney’s research function, supporting product squads across lending, savings, cards, and more.
• Own the research calendar — balancing ad hoc squad needs with proactive discovery that anticipates user challenges.
• Design and execute high-impact customer interviews, surveys, and field studies.

Customer Feedback Systems:

• Design, launch, and own NPS by squad, starting manually and progressively automating it through product and engineering collaboration.
• Define success metrics, build reporting rituals, and ensure outputs are actionable and visible across the company.
• Continuously evolve our feedback infrastructure (e.g. CSAT, churn interviews, complaint audits) to drive roadmap influence.

Quantitative Insight Discovery:

• Dive into customer data using SQL and support analytics tools (Excel, Looker, Tableau, etc.) to extract actionable insight.
• Identify under-the-surface problems (drop-off points, dissatisfaction trends, operational failure loops) without waiting for prompts.
• Help define and standardise metrics that reflect real customer experience.
• Cross-Functional Collaboration:
• Partner with Product, Ops, Growth, and Support teams to embed insights into the product lifecycle.
• Act as the strategic voice of the customer in roadmap reviews, launch retros, and problem diagnosis.

Team Leadership:

• Build and lead a team of user researchers and insight analysts.
• Set standards for research excellence and storytelling. Mentor team members on methods, data usage, and stakeholder influence.

Requirements:

• 7+ years of experience in user research, customer insights, or customer excellence — ideally in fintech, mobile-first, or fast-growth environments.
• Proven track record designing and launching customer feedback programs (NPS, CSAT, etc.) from scratch.
• Strong proficiency in SQL and confidence working directly with data.
• Experience blending qualitative research with quantitative insights for storytelling and prioritisation.
• Deep understanding of Nigerian and African digital customers, ideally through field work and behavioural research.
• Track record of working cross-functionally to embed insight into tangible product and operations outcomes.
• Clear, concise communicator who can influence senior stakeholders and bring the customer’s voice into strategy conversations.
• Entrepreneurial, hands-on mindset — ready to build systems, not just maintain them.

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Remote Work
• Training & Development Programs.

Salary

Application Closing Date: Not specified

Application Instructions:

CLICK ON THE LINK BELOW TO APPLY