Urgent: Customer Experience Researcher Needed at Moniepoint – Lagos

About Moniepoint

Moniepoint is a leading African fintech company providing digital financial solutions to businesses and individuals.

The company provides business banking, payment solutions, working capital loans, savings, transfers, and debit card services. Moniepoint serves millions of customers across Nigeria and is focused on expanding financial inclusion.

Job Summary for This Customer Experience Researcher Job

Moniepoint is looking for a Customer Experience Researcher to conduct research that helps the company understand customer needs, behaviours, motivations, and challenges.

The role involves working closely with product managers, engineers, and designers to turn customer insights into practical recommendations that can improve products and services.

Quick Facts

• Job Title: Customer Experience Researcher
• Company: Moniepoint
• Location: Lagos
• Employment Type: Not Specified
• Salary: Not Specified
• Application Deadline: Not Specified

Key Responsibilities for This Customer Experience Researcher Job

• Design and conduct qualitative research, including interviews, usability testing, concept testing, ethnographic studies, diary studies, and focus groups.
• Lead complex research projects with minimal supervision.
• Prepare research plans, discussion guides, screeners, and research materials.
• Recruit and manage participants for research studies.
• Facilitate research sessions and gather detailed customer insights.
• Conduct continuous customer discovery.
• Analyse qualitative data using methods such as thematic analysis, affinity mapping, and journey mapping.
• Combine qualitative, quantitative, and behavioural data to produce useful insights.
• Identify customer pain points, unmet needs, and product improvement opportunities.
• Track customer satisfaction metrics and identify factors affecting customer experience.
• Conduct root-cause research when customer satisfaction signals indicate a problem.
• Visit customer-facing locations to observe real customer interactions.
• Work with product managers, UX designers, engineers, and other stakeholders.
• Present research findings and actionable recommendations to technical and non-technical audiences.
• Track how research recommendations are implemented by product teams.
• Advocate for the customer throughout the product development process.
• Contribute to improving research methods, processes, and tools.
• Mentor and guide junior team members where required.

Requirements for This Customer Experience Researcher Job

Candidates should meet the following requirements:

• At least 4 years of experience in customer research, UX research, or a related qualitative research role.
• Proven ability to independently lead research projects.
• Experience with different qualitative research methods.
• 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 is preferred.
• Experience with mixed-methods research is preferred.
• Familiarity with fintech or banking products and services is preferred.
• Excellent interviewing, moderation, and observation skills.
• Strong written and verbal communication skills.
• Ability to explain complex research findings clearly and persuasively.
• Empathy, curiosity, and strong interest in understanding customer experiences.
• Ability to work effectively in a fast-paced and agile environment.
• Experience with UserTesting, Qualtrics, Dovetail, or similar research tools is preferred.
• Familiarity with customer satisfaction measurement and continuous discovery models is preferred.

Why This Customer Experience Researcher Job in Lagos Stands Out

This role offers an opportunity to work directly with product teams and use customer research to influence real product decisions. The position is suitable for professionals who enjoy understanding customer behaviour and turning research findings into practical improvements.

How to Apply for This Customer Experience Researcher Job

Qualified candidates should apply online through Moniepoint’s recruitment page for the Customer Experience Researcher position.

Application Deadline: Not Specified.

Frequently Asked Questions About This Customer Experience Researcher Job

Where is the job located?

The position is based in Lagos.

What experience is required?

Candidates should have at least 4 years of experience in customer research, UX research, or a related qualitative research role.

What qualification is required?

Candidates should have a Bachelor’s Degree in HCI, Psychology, Sociology, Anthropology, Design, or a related field. A Master’s Degree is preferred.

How can I apply?

Qualified candidates should apply online through Moniepoint’s recruitment page for the Customer Experience Researcher position.

CV Tip: Highlight your research projects, qualitative research methods, customer insights, data analysis skills, and experience working with product or UX teams.

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