Head of User Research and Customer Excellence at Fairmoney Microfinance Bank

AB Microfinance Bank Nigeria Limited

Research, Teaching & Training

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• Company:
• Location: Nigeria
• State:
• Job type: Full-Time
Job category: No Categories

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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 Title: Head of User Research and Customer Excellence
Location: Lagos
Job Summary

• 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.

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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.

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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

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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

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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

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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

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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.

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Benefits

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

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Application Closing Date
Not Specified.
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