Opportunity at
FairMoneyExperience Lead
FairMoney is seeking an Experience Lead to direct the customer experience agenda at the mobile banking institution. Established in 2017, the company focuses on delivering credit…
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About This Role
FairMoney is seeking an Experience Lead to direct the customer experience agenda at the mobile banking institution. Established in 2017, the company focuses on delivering credit and a complete suite of financial products, including savings accounts, current accounts, debit cards, and POS solutions, primarily within Nigeria. Backed by major global investors such as Tiger Global, DST, and Flourish Ventures, FairMoney builds digital financial solutions for emerging markets and employs a…
Job Description
FairMoney is seeking an Experience Lead to direct the customer experience agenda at the mobile banking institution. Established in 2017, the company focuses on delivering credit and a complete suite of financial products, including savings accounts, current accounts, debit cards, and POS solutions, primarily within Nigeria. Backed by major global investors such as Tiger Global, DST, and Flourish Ventures, FairMoney builds digital financial solutions for emerging markets and employs a diverse workforce representing over 27 nationalities.
In this position, the professional will take charge of mapping customer journeys, formulating experience strategies, addressing recurring customer pain points, evaluating in-app experiences, and standardizing service delivery across physical branches. This role suits individuals experienced in proactive experience management, data analysis, and cross-functional collaboration who can influence product, technology, and business stakeholders without direct authority.
Responsibilities
- Manage customer experience proactively by finding friction and system failures prior to customer reports
- Map current and target states for priority customer journeys
- Establish the overall experience strategy and prioritize the improvement roadmap
- Collaborate with Product, Technology, and Business Owners to resolve customer pain points through to final closure
- Conduct in-app experience reviews for both new software releases and existing user flows
- Standardize branch experiences by creating guidelines, evaluation scorecards, assessments, and maintaining consistency across physical locations
- Translate Voice of Customer data into specific, assigned actions equipped with designated owners and completion dates
- Lead monthly experience reviews with Business Owners backed by concrete customer cases and the Customer Journey Experience Dashboard
- Manage and support the professional development of the Experience Analyst
Requirements
- Demonstrated background in customer journey mapping, process improvement, and experience design
- Ability to influence Product, Technology, and Business Owners without direct authority
- Proficiency in analyzing customer insight, CSAT, and Voice of Customer data
- Familiarity with working alongside data and dashboards
Qualifications
- Previous experience working with physical channels or branches
- Certification in Lean Six Sigma or service design
Core Skills
Benefits
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Work From Home
- Training and Development
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for the Experience Lead role?
The source posting explicitly states that Work From Home is included as a benefit, but it does not specify whether the role is fully remote, hybrid, or on-site.
What are the key professional requirements for this position?
Candidates must have a strong background in experience design, customer journey mapping, and process improvement, alongside proven ability to influence stakeholders without direct authority, strong CSAT and VOC analysis skills, and comfort with data and dashboards.
What does the recruitment process involve?
The hiring process consists of a 30-minute screening call with a Senior Recruiter, followed by a technical and culture fit interview with the Hiring Manager, and concludes with a closing interview involving other Hiring Managers.
What is the salary for this position?
The job posting does not specify the salary for the Experience Lead role.
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