Customer Experience Researcher
AI summary
Moniepoint Incorporated is hiring a Customer Experience Researcher in Lagos, Nigeria. The role involves independently managing complex qualitative and mixed-methods research to uncover customer behaviors, motivations, and pain points across Moniepoint's products. The researcher will work embedded within a product team, translating insights into actionable recommendations and advocating for the customer voice throughout product development.
- Senior Associate level role with mentoring responsibilities
- Conduct qualitative research including IDIs, usability testing, ethnographic studies, and focus groups
- Embedded within product org unit alongside PMs, engineers, and designers
- Track and analyze customer satisfaction metrics for owned product journeys
- Contribute to research processes and build strong research culture across the function
AI job guide
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AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in researcher, customer experience, qualitativeThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Experience Researcher evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Moniepoint Incorporated and the role in Not specified.
- Add concrete examples related to researcher, customer experience, qualitative, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
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Interview preparation
- What experience makes you a strong fit for this Customer Experience Researcher role in researcher, customer experience?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Moniepoint Incorporated before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Customer Experience: Researcher at Moniepoint Incorporated ⏲ Aug 6, 2026, 1:09 PM ⋕ View all Banking & Financial Services jobs Moniepoint is a leading African fintech company providing digital financial solutions to businesses and individuals. Originally launched as TeamApt in 2015, the company has grown into a unicorn valued at over $1 billion, serving over 10 million customers across Nigeria. Through its robust platform, Moniepoint offers business banking, payment solutions, working capital loans, and personal financial services like savings, transfers, and debit cards. With a network of 600,000+ agents and over 1 billion monthly transactions, Moniepoint is building financial infrastructure that powers small businesses and everyday life. Recognized as one of Africa’s fastest-growing companies by the Financial Times, Moniepoint is driven by values like grit, integrity, and empathy—and is expanding globally to drive financial inclusion at scale. We are recruiting to fill the position below: Job Title: Customer Experience: Researcher Location: Lagos About this role At the Senior Associate level, the CX Researcher independently manages complex research initiatives and may mentor junior team members. The CX Researcher translates rich customer insight into prioritized, actionable recommendations and advocates for the customer voice throughout the product development process. 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. Responsibilities: Data Analysis & Synthesis: Analyse qualitative data using appropriate methodologies including thematic analysis, affinity mapping, and journey mapping. Research Design & Execution: Design and execute qualitative research methods including in-depth interviews (IDIs), usability testing, concept testing, ethnographic studies, diary studies, and focus groups. Lead the design and execution of complex, multi-method research projects with minimal supervision. Develop comprehensive research plans, discussion guides, screeners, and stimuli tailored to specific research questions. Recruit and manage participants for research studies, ensuring diverse and representative samples. Facilitate and moderate engaging research sessions, expertly eliciting deep insights from participants. Customer Satisfaction & Journey Ownership: Track and analyse customer satisfaction metrics for the product journeys owned by your org unit, identifying what is driving movement in either direction. Community of Practice & Team Contribution: Contribute to the continuous improvement of research processes, methodologies, and tools within the CX Research function. Mentor and provide guidance to junior team members, sharing best practices and fostering skill development. Participate actively in team knowledge sharing and contribute to building a strong research culture across the function. Initiate timely root cause research when satisfaction signals indicate a problem — without waiting to be asked. Visit customer-facing touchpoints (e.g. support centres) regularly to observe real interactions and supplement digital research with field observation. Collect and synthesise feedback from commercial and relationship-facing teams in your geography. Conduct continuous customer discovery as a standing practice — not only when studies are formally commissioned. Insight Dissemination & Advocacy: Collaborate closely with product managers, UX designers, engineers, and other stakeholders to integrate research insights into product development processes. Communicate research findings and actionable recommendations effectively to both technical and non-technical audiences. Deliver all research output as structured, prioritised insight — not unprocessed data or narrative reports. Track the status of your recommendations — which have been acted on, which have been declined, and why — and follow up accordingly. Act as a passionate advocate for the customer, ensuring their perspective is understood and considered throughout the organization. Synthesise findings from qualitative, quantitative, and behavioural data sources into clear, concise, and compelling outputs. Prioritise research findings using structured frameworks to distinguish critical unmet needs from performance gaps and opportunity areas. Identify key customer pain points, unmet needs, and opportunities for product improvement. What success looks like in this role Timeliness and effectiveness of research project execution within agreed turnaround windows. Quality and depth of customer insights generated and shared with product teams. Positive movement in customer satisfaction metrics for the journeys owned by the researcher's org unit. Consistency of customer contact — ongoing, not episodic. High rate at which research recommendations are acted on by product teams. Stakeholder satisfaction with research collaboration and insight quality. Experience: & Background Experience: with mixed-methods research, combining qualitative and quantitative data (Preferred). 4+ years of experience: in customer research, UX research, or a related qualitative research role, with demonstrated ability to lead projects independently. Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field. Familiarity with financial technology (fintech) or banking products and services (Preferred). Master's degree in a relevant field (Preferred). Proven experience: with a wide range of qualitative research methods and strong analytical skills for qualitative data. Skills & Competencies: Familiarity with customer satisfaction measurement methods and continuous discovery models (Preferred). Empathy, curiosity, and a passion for understanding people and their experiences. Experience: with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms (Preferred). Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively. Ability to work collaboratively in a fast-paced, agile, embedded team environment. Excellent interviewing, moderation, and observation skills. How to Apply Interested and qualified candidates should: Click here to apply online View all Jobs in Nigeria Lagos State