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Customer Experience Researcher
Moniepoint
Posted 1 months agoLagos, Nigeria
Location
Lagos, Nigeria
Job Type
Full-time
Experience
Mid-Level
Category
Other
Job Description
About this role
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. The CX Researcher translates rich customer insight into prioritized, actionable recommendations and advocates for the customer voice throughout the product development process. At the Senior Associate level, the CX Researcher independently manages complex research initiatives and may mentor junior team members.
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Requirements
- Skills & Competencies:
- Excellent interviewing, moderation, and observation skills.
- Strong written and verbal communication skills, with the ability to articulate complex research findings clearly and persuasively.
- Empathy, curiosity, and a passion for understanding people and their experiences.
- Ability to work collaboratively in a fast-paced, agile, embedded team environment.
- Experience with research tools such as UserTesting, Qualtrics, Dovetail, or similar platforms (Preferred).
- Familiarity with customer satisfaction measurement methods and continuous discovery models (Preferred).
Responsibilities
- 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. 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. Conduct continuous customer discovery as a standing practice.
- Data Analysis & Synthesis: 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. Prioritise research findings using structured frameworks to distinguish critical unmet needs from performance gaps and opportunity areas.
- Customer Satisfaction & Journey Ownership: Track and analyse customer satisfaction metrics for the product journeys owned by your org unit. Initiate timely root cause research when satisfaction signals indicate a problem. Visit customer-facing touchpoints 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. Track the status of your recommendations and follow up accordingly. Act as a passionate advocate for the customer.
- 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.
- Experience & Background:
- 4+ years of experience in customer research, UX research, or a related qualitative research role.
- 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 financial technology (fintech) or banking products (Preferred).
