Customer Experience (CX) Optimization Specialist
AI summary
Fairmoney Microfinance Bank is hiring a Customer Experience (CX) Optimization Specialist for a hybrid role based in Lagos. The role focuses on CX reporting, automation, process optimization, Freshworks administration, and cross-functional collaboration with Product and Engineering teams. The position offers benefits including pension, private health insurance, performance bonus, and training & development.
- Hybrid role based in Lagos, Nigeria
- Focus on CX automation, reporting, and Freshworks administration
- Requires strong SQL, BigQuery, and Tableau skills
- 3+ years experience in CX Operations, Contact Centre, or Business Intelligence
- Benefits include pension, private health insurance, and performance bonus
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
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?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, finance, Customer ExperienceThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Hybrid contract termsConfirm hours, duration, probation and benefits at the original source.
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 (CX) Optimization Specialist evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Fairmoney Microfinance Bank and the role in Not specified.
- Add concrete examples related to call_center, finance, Customer Experience, 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.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Experience (CX) Optimization Specialist role in call_center, finance?
- 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 Fairmoney Microfinance Bank before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
Customer
Experience
Job Title: Customer
(CX) Optimization Specialist at Fairmoney Microfinance Bank - Hybrid
⏲
Sep 21, 2026, 9:14 AM
⋕
View all Banking & Financial Services jobs
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:
(CX) Optimization Specialist
Location: :
Lagos (Hybrid)
Role Summary
This role sits within the CX team and will be responsible for CX reporting, automation, process optimization, Freshworks administration, chatbot optimization, and driving cross-functional initiatives with Product and Engineering.
working with Product and Engineering teams.
Strong SQL and BigQuery experience.
Strong Tableau dashboard development experience.
Strong stakeholder management and project coordination skills.
Bachelor's Degree in a relevant field.
Hands-on
with Freshdesk/Freshchat/Freshcaller or other Freshworks products.
in a Customer
or Contact Centre environment is an added advantage.
3+ years'
in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
Nice to Have:
Fintech, banking, or digital financial services experience.
Chatbot / conversational AI experience.
Workflow automation and API integration experience.
Key Responsibilities
- Build automated reports using SQL, BigQuery, and Tableau.
- Partner with Product and Engineering to resolve customer pain points and implement improvements.
- Drive CX automation and process improvement initiatives.
- Lead weekly CX governance meetings and track action items to closure.
- Own CX operational reporting and dashboards.
- Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
- Monitor CX KPIs / OKRs and identify improvement opportunities.
Requirements
Benefits
Pension Plan.
Training & Development.
Private Health Insurance.
Performance Bonus.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Recruitment Process
Technical interview with the hiring manager for 30 to 60 minutes.
A screening call with a member of the recruitment team for 30 minutes.
View all Jobs in Nigeria