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.
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.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Recruitment Process
- HR screening with Senior Recruiter
- PM interview with Senior PMs
- Take-home case study
- Hiring Manger Interview with Director of Product