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Customer Experience Researcher
About this role
Moniepoint Incorporated in Lagos is seeking a Customer Experience Researcher to lead qualitative and mixed-methods research across its products. The role sits within a product team, collaborating with product managers, engineers and designers to turn customer insights into actionable recommendations and advocate for the customer voice; at Senior Associate level you may manage complex projects and mentor junior team members.
What you would do
- Design and conduct qualitative and multi-method research (including IDIs, usability tests, concept testing, ethnography, diary studies and focus groups) and lead projects with minimal supervision.
- Develop research plans, discussion guides, screeners and stimuli; recruit diverse participants and manage samples.
- Moderate research sessions and facilitate ongoing customer discovery.
- Analyse qualitative data using methods such as thematic analysis, affinity mapping and journey mapping; synthesise findings with other data and prioritise critical needs and opportunities.
- Track customer satisfaction metrics for owned journeys; initiate root-cause research when signals indicate issues; observe customer touchpoints.
- Communicate insights and recommendations to technical and non-technical audiences and advocate for the customer; follow up on actions.
What they are asking for
- Proven experience with a wide range of qualitative research methods and strong analytical skills for qualitative data.
- Bachelor’s degree in HCI, Psychology, Sociology, Anthropology, Design or related field; at least 4 years in customer/UX/qualitative research and ability to lead projects independently.
- Master’s degree in a relevant field (preferred).
- Experience with mixed-methods research (preferred).
- Familiarity with fintech or banking products and services (preferred).
- Excellent interviewing, moderation and observation skills; strong written and verbal communication; ability to work in a fast-paced, embedded team; experience with tools such as UserTesting, Qualtrics or Dovetail (preferred).
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