Urgent: Customer Experience Researcher Needed at Moniepoint Incorporated – Lagos

About Moniepoint Incorporated

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.
This includes research roles such as Customer Experience Researcher.

Job Summary for This Customer Experience Researcher Job

This Customer Experience Researcher position in Lagos is open to experienced qualitative researchers. It is recruited directly by Moniepoint Incorporated. The role sits embedded within a product org unit, conducting in-depth qualitative and mixed-methods research to uncover customer behaviours, motivations, needs, and pain points across Moniepoint’s products and services.
It is appealing for senior CX/UX researchers who want to independently lead research initiatives and mentor junior team members.

Quick Facts

• Customer Experience Researcher (Lagos)
• Job Title: Customer Experience Researcher
• Company: Moniepoint Incorporated
• Location: Lagos
• Application Deadline: Not specified

Key Responsibilities for This Customer Experience Researcher Job

• Research Design & Execution
• Design and execute qualitative research methods (IDIs, usability testing, concept testing, ethnographic studies, diary studies, focus groups)
• Lead complex, multi-method research projects with minimal supervision
• Develop research plans, discussion guides, screeners, and stimuli
• Recruit and manage diverse, representative research participants
• Facilitate and moderate research sessions to elicit deep insights
• Conduct continuous customer discovery as a standing practice
• Data Analysis & Synthesis
• Analyse qualitative data using thematic analysis, affinity mapping, and journey mapping
• Synthesise findings from qualitative, quantitative, and behavioural sources
• Prioritise findings using structured frameworks
• Identify key customer pain points, unmet needs, and opportunities
• Customer Satisfaction & Journey Ownership
• Track and analyse customer satisfaction metrics for owned product journeys
• Initiate root cause research proactively when satisfaction signals dip
• Visit customer-facing touchpoints regularly for field observation
• Collect and synthesise feedback from commercial and relationship teams
• Insight Dissemination & Advocacy
• Collaborate with product managers, UX designers, and engineers to integrate insights
• Communicate findings clearly to technical and non-technical audiences
• Deliver structured, prioritised insight rather than raw data or narrative reports
• Track the status of recommendations and follow up accordingly
• Advocate for the customer’s voice throughout the organization
• Community of Practice & Team Contribution
• Contribute to improving research processes, methodologies, and tools
• Mentor and guide junior team members
• Participate in team knowledge sharing and build research culture

Requirements for This Customer Experience Researcher Job

• 4+ years of experience in customer research, UX research, or a related qualitative research role, with proven ability to lead projects independently
• Proven experience with a wide range of qualitative research methods and strong analytical skills
• 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 (preferred)
• Familiarity with fintech or banking products and services (preferred)
• Skills & Competencies
• Excellent interviewing, moderation, and observation skills
• Strong written and verbal communication skills
• Empathy, curiosity, and a passion for understanding people
• Ability to work collaboratively in a fast-paced, embedded team environment
• Experience with tools like UserTesting, Qualtrics, or Dovetail (preferred)
• Familiarity with customer satisfaction measurement and continuous discovery models (preferred)

Why This Customer Experience Researcher Job at Moniepoint Stands Out

This role offers:

• A senior research position at one of Africa’s fastest-growing fintech companies
• Direct embedding within a product team, shaping decisions with real customer insight
• The opportunity to mentor junior researchers and influence research culture
• Exposure to a fintech platform serving over 10 million customers
• If you’re an experienced CX or UX researcher in Lagos, consider this Moniepoint opening.

How to Apply for This Customer Experience Researcher Job

Interested and qualified candidates should apply online via the official Moniepoint careers portal.
Application Deadline: Not specified
Frequently Asked Questions About This Customer Experience Researcher Job
Q: How much experience is required?
A: 4+ years in customer research, UX research, or a related qualitative research role.
Q: Where is this job located?
A: Lagos.
Q: What qualification is needed?
A: A Bachelor’s degree in HCI, Psychology, Sociology, Anthropology, Design, or a related field; a Master’s is preferred.
Q: How do I apply?
A: Click through to apply online via the official job listing.
Before applying, ensure your CV highlights your independent research leadership and any fintech or mixed-methods research experience.

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