Customer Experience Researcher

About the role

Ranked in 2024 by the Financial Times, Moniepoint is Africa's fastest growing fintech, trusted by over 10 million business and individual accounts, processing billions of Naira's in transactions monthly . Our mission is to enable financial happiness for every African, everywhere . About this role The CX Researcher is responsible for conducting in-depth qualitative and mixed-methods research to uncover customer behaviours, motivations, needs, and pain points across Moniepoint's products and services . The role is embedded directly within a product org unit, working alongside product managers, engineers, and designers as a full member of the team . The CX Researcher translates rich customer insight into prioritized, actionable recommendations and advocates for the customer voice throughout the product development process . At the Senior Associate level, the CX Researcher independently manages complex research initiatives and may mentor junior team members .

Responsibilities

• Experience & Background
• 4+ years of experience in customer research, UX research, or a related qualitative research role, with demonstrated ability to lead projects independently .
• Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data .
• Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field .
• Master's degree in a relevant field (Preferred) .
• Experience with mixed-methods research, combining qualitative and quantitative data (Preferred) .
• Familiarity with financial technology (fintech) or banking products and services (Preferred) .
• Skills & Competencies
• Excellent interviewing, moderation, and observation skills .
• Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively .
• Empathy, curiosity, and a passion for understanding people and their experiences .
• Ability to work collaboratively in a fast-paced, agile, embedded team environment .
• Experience with research too

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