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MoniepointCustomer Experience Researcher
Moniepoint, recognized by the Financial Times in 2024 as Africa's fastest-growing fintech, seeks a Senior Associate Customer Experience Researcher to uncover customer behaviors, motivations, and pain…
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About This Role
Moniepoint, recognized by the Financial Times in 2024 as Africa's fastest-growing fintech, seeks a Senior Associate Customer Experience Researcher to uncover customer behaviors, motivations, and pain points. Serving over ten million individual and business accounts while processing billions in monthly transactions, the company aims to bring financial happiness to every African. In this position, the researcher is embedded directly inside a product organization unit alongside product managers, engineers, and designers.…
Job Description
Moniepoint, recognized by the Financial Times in 2024 as Africa's fastest-growing fintech, seeks a Senior Associate Customer Experience Researcher to uncover customer behaviors, motivations, and pain points. Serving over ten million individual and business accounts while processing billions in monthly transactions, the company aims to bring financial happiness to every African. In this position, the researcher is embedded directly inside a product organization unit alongside product managers, engineers, and designers. This opportunity suits an experienced qualitative researcher who can independently manage complex projects, mentor junior colleagues, and advocate for the customer voice throughout product development.
The role involves designing and executing qualitative and mixed-methods research, tracking customer satisfaction metrics, and translating rich insights into prioritized, actionable recommendations. The researcher will conduct continuous customer discovery, visit touchpoints such as support centers, and synthesize feedback from commercial teams. Success in this position is measured by the quality and depth of generated insights, positive movement in customer satisfaction metrics, the rate at which product teams act on recommendations, and consistent customer contact.
Responsibilities
- Design and execute qualitative research methods including in-depth interviews, usability testing, concept testing, ethnographic studies, diary studies, and focus groups
- Lead complex multi-method projects independently, developing comprehensive research plans, screeners, and discussion guides
- Recruit and manage diverse research participants while facilitating engaging sessions to elicit deep insights
- Analyze qualitative data using thematic, affinity, and journey mapping methodologies
- Track and analyze customer satisfaction metrics for owned product journeys and initiate root cause research when problems arise
- Collaborate closely with product managers, designers, and engineers to integrate insights into the product development process
- Mentor junior team members and contribute to the continuous improvement of research processes
Requirements
- Four or more years of experience in customer research, UX research, or a related qualitative research role
- Demonstrated ability to lead projects independently with a wide range of qualitative methods
- Bachelor's degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, Design, or a related field
- Strong interviewing, moderation, observation, and communication skills
- Ability to work collaboratively in a fast-paced, agile, embedded team environment
Qualifications
- Master's degree in a relevant field
- Experience with mixed-methods research combining qualitative and quantitative data
- Familiarity with financial technology or banking products and services
- Experience with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms
- Familiarity with customer satisfaction measurement methods and continuous discovery models
Core Skills
Frequently Asked Questions
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What is the employment type for this role?
The posting specifies that this is a full-time position.
What is the remote work status for this job?
The source posting indicates that the role is on-site.
What is the salary for the Customer Experience Researcher?
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What level of experience is required?
Candidates must have four or more years of experience in customer research, UX research, or a related qualitative research role at the Senior Associate level.
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