Customer Experience Researcher

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 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 CX Researcher translates rich customer insight into prioritized, actionable recommendations and advocates for the customer voice throughout the product development process.
• 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
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.
• Conduct continuous customer discovery as a standing practice — not only when studies are formally commissioned.
• Recruit and manage participants for research studies, ensuring diverse and representative samples.
• Develop comprehensive research plans, discussion guides, screeners, and stimuli tailored to specific research questions.
• Lead the design and execution of complex, multi-method research projects with minimal supervision.
• Facilitate and moderate engaging research sessions, expertly eliciting deep insights from participants.

Data Analysis & Synthesis:

• 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.
• Analyse qualitative data using appropriate methodologies including thematic analysis, affinity mapping, and journey mapping.
• Synthesise findings from qualitative, quantitative, and behavioural data sources into clear, concise, and compelling outputs.

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.
• Initiate timely root cause research when satisfaction signals indicate a problem — without waiting to be asked.
• Collect and synthesise feedback from commercial and relationship-facing teams in your geography.
• Visit customer-facing touchpoints (e.g. support centres) regularly to observe real interactions and supplement digital research with field observation.

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.
• Act as a passionate advocate for the customer, ensuring their perspective is understood and considered throughout the organization.
• Track the status of your recommendations — which have been acted on, which have been declined, and why — and follow up accordingly.
• Deliver all research output as structured, prioritised insight — not unprocessed data or narrative reports.

Community of Practice & Team Contribution:

• Contribute to the continuous improvement of research processes, methodologies, and tools within the CX Research function.
• Participate actively in team knowledge sharing and contribute to building a strong research culture across the function.
• Mentor and provide guidance to junior team members, sharing best practices and fostering skill development.

What success looks like in this role

• Consistency of customer contact — ongoing, not episodic.
• 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.
• Stakeholder satisfaction with research collaboration and insight quality
• High rate at which research recommendations are acted on by product teams.
• Timeliness and effectiveness of research project execution within agreed turnaround windows.

Experience & Background

• Master's degree in a relevant field (Preferred).
• Familiarity with financial technology (fintech) or banking products and services (Preferred).
• Bachelor's Degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field.
• Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data.
• 4+ years of experience in customer research, UX research, or a related qualitative research role, with demonstrated ability to lead projects independently.
• Experience with mixed-methods research, combining qualitative and quantitative data (Preferred).

Skills & Competencies:

• Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively.
• Excellent interviewing, moderation, and observation skills.
• Ability to work collaboratively in a fast-paced, agile, embedded team environment.
• Empathy, curiosity, and a passion for understanding people and their experiences.
• Experience with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms (Preferred).
• Familiarity with customer satisfaction measurement methods and continuous discovery models (Preferred).